Key Account Manager (E-Commerce)

Role Overview :

Manage and drive the growth of the company's online sales channels (E-Commerce) by achieving sales targets, executing effective promotions, and delivering strong customer experience — through strategic planning, platform relationship management, and cross-functional coordination to support overall business objectives. 

Key Responsibilities

• Manage and oversee storefronts across all E-Commerce platforms (Shopee, Lazada, TikTok, Shopify, Grab, Line Man Mart)

• Drive promotional campaigns end-to-end — from planning and execution to performance tracking — to ensure sales targets are achieved

• Collaborate with cross-functional teams, both internal and external (Marketing, Logistics-Wearhouse, Finance, Operations, Commercial), to support the needs of each channel

• Analyze and calculate key business figures such as P&L, product cost x Provision, GP, and campaign ROI to inform pricing and promotional decisions

• Manage stock inventory across channels, including aging stock and near-expiry products, to minimize losses and optimize stock rotation

• Develop or coordinate artwork, banners, and promotional materials aligned with brand identity and channel requirements

• Maintain in-depth understanding of operational processes, including inventory preparation, logistics, and documentation

• Provide regular sales reports and performance insights to management, along with strategic recommendations for improvement

• Generate and pitch new sales ideas and initiatives tailored to the eyewear industry

• Negotiate commercial terms with trading partners and platforms

• Provide customer service and manage the customer journey, including chat support, product consultation, closing sales, and after-sales care

Key Performance Indicators (KPI)

• Revenue Target — total online sales revenue against target

• Net Margin — profitability of online sales channels

• GMV Target — Gross Merchandise Value achieved across shop channels

• New Customer — growth in new customer acquisition

• Repeat Purchase Rate — ability to retain and drive repeat purchases from existing customers

• AOV / Unit per Ticket — average order value and units sold per transaction

• Stock Management Efficiency — stock availability rate, aging stock, and near-expiry inventory clearance against target

Qualifications & Experience :

• Bachelor's degree in any field (Business, Marketing, or Management-related fields a plus)

• Master's degree is a plus

• Minimum 5 years of experience in E-Commerce (Account Manager, Channel Manager, or related role)

• Proven experience setting up and tracking promotions across multiple E-Commerce platforms

• Experience in the eyewear/contact lens industry, or Health & Beauty products, is a plus

• Experience negotiating directly with platforms or brand partners

• Experience managing a KAM team or a small sales team

• Strong numerical and analytical skills — able to read and interpret P&L, cost structures, pricing, and sales forecasts accurately

• Good working proficiency in English (listening, speaking, reading, writing) for communication with platforms and international partners

• Basic proficiency in design tools such as Photoshop, Illustrator, Canva, or equivalent (or able to work effectively with a design team)

• Skilled in inventory management, including stock rotation strategies for aging and near-expiry products

• Proficient in Microsoft Office (Excel, PowerPoint), particularly for reporting and data analysis

• Familiarity with Seller Center/Dashboard tools across E-Commerce platforms

• Genuine enthusiasm for online shopping and online selling — understands consumer behavior on E-Commerce platforms from both a buyer's and seller's perspective

• Solid understanding of the E-Commerce landscape, including platform mechanics, market trends, and online customer behavior

• Growth mindset with a strong love of learning, eager to develop and adapt quickly in a fast-changing E-Commerce environment

• Strong negotiation skills with trading partners and business counterparts

• High sense of ownership — able to initiate, drive, and independently see projects through to completion

• Creative and proactive in generating new sales ideas suited to the eyewear industry

• Service-minded with strong sales skills — able to close sales and deliver a satisfying customer experience

• Strong communication skills, able to coordinate effectively with retail partners and internal teams

• Well-rounded and adaptable (all-rounder), quick to learn new tasks

• High sense of responsibility, disciplined, and able to manage multiple projects simultaneously

• Detail-oriented, with high accuracy in handling data, pricing, and stock management