Mandarin E-Commerce Team Leader

Job Title: Team Lead, Operations (E-commerce)

Function: E-commerce Operations / Customer Experience

Purpose of the Role:

Lead the customer service team across e-commerce platforms.

Ensure a high-quality customer experience from inquiry to checkout.

Support sales growth through strong operational execution and platform optimization.

Oversee daily operations across platforms such as Shopee, Lazada, Amazon, and TikTok Shop.

Support outbound marketing execution and help achieve sales conversion KPIs.

Translate brand goals into clear operational SOPs.

Ensure a smooth and seamless shopping experience for customers.

Create and improve Standard Operating Procedures (SOPs).

Build and maintain FAQ libraries to improve:

response speed

conversion rates

customer satisfaction

Partner with the Marketing team to execute major promotional campaigns such as 11.11 and 12.12.

Manage onsite traffic tools, flash sales, and voucher strategies.

Help maximize campaign performance and customer engagement.

Review sales reports and traffic data to identify gaps and bottlenecks.

Improve the customer journey from first message inquiry to final purchase.

Use data insights to recommend practical improvements.

Monitor store ratings, reviews, and platform health.

Handle customer escalations with professionalism and urgency.

Maintain a strong store-health score and positive brand reputation.