Senior E-Commerce Executive

Key Responsibilities

E-Commerce & Platform Management

• Manage and maintain the Shopify Plus e-commerce platform, ensuring the website is accurate, up to date, functional and aligned with brand standards.
• Own and maintain product listings, including product descriptions, images, pricing, SKUs, availability and other product information.
• Monitor overall site health, including product availability, functionality, user experience, broken links, promotions and other issues that may impact the customer journey or conversion.
• Manage platform administration across online marketplaces such as Lazada, ensuring accurate product listings, pricing, promotions, inventory and campaign participation.
• Monitor e-commerce and marketplace performance, identify issues and recommend improvements to enhance sales and customer experience.
• Generate and analyse e-commerce sales, traffic, conversion and order performance reports to support business decisions.

On-Site Merchandising & Conversion

• Own day-to-day on-site merchandising across the e-commerce platform, including homepage, collection pages, product pages, promotional landing pages and other key customer touchpoints.
• Plan and execute product placement, banners, promotional messaging and campaign assets to maximise visibility and conversion.
• Continuously review the customer journey and site experience to identify opportunities to improve conversion, engagement and basket size.
• Work with Marketing and Creative teams to ensure digital assets are delivered and implemented accurately and on time.
• Maintain and optimise promotional mechanics, discount codes and campaign configurations.

Campaign & Commercial Execution

• Execute e-commerce campaigns including sales promotions, product launches, seasonal moments and key commercial initiatives.
• Manage marketplace campaign sign-ups and execution across platforms such as Lazada.
• Coordinate the timely upload and implementation of campaign assets, banners, promotions, product launches and other digital content.
• Work closely with Marketing, Creative and relevant stakeholders to ensure campaigns are executed accurately and consistently across channels.
• Track campaign performance and provide data-driven insights and recommendations for future campaigns.
• Support promotional events, retail activations and partnerships where required.

CRM, EDM & Customer Engagement

• Support the planning and execution of EDM campaigns and CRM initiatives to drive customer engagement, retention and sales.
• Manage and optimise CRM flows and customer communications, including relevant automated and targeted customer journeys.
• Work with relevant teams or agencies to develop and implement CRM and email marketing content.
• Monitor campaign performance and customer engagement metrics, using insights to improve future communications and initiatives.

Customer Experience & Service

• Demonstrate a strong service instinct and take ownership of delivering a seamless and positive customer experience across digital touchpoints.
• Handle and resolve customer enquiries, complaints and service issues through email, live chat and other relevant channels.
• Manage customer service escalations, working cross-functionally to investigate issues and provide timely resolutions.
• Support returns, exchanges, refunds, order amendments and other customer requests in accordance with company policies.
• Monitor recurring customer issues and service trends, identifying opportunities to improve the overall customer journey.
• Conduct quality checks to ensure consistent and accurate customer service standards.

Digital Marketing & Paid Performance

• Work closely with the digital advertising agency to support paid performance activities across relevant digital channels.
• Coordinate with external agencies and internal stakeholders on campaign execution, optimisation and performance tracking.
• Monitor key digital marketing and e-commerce KPIs, including traffic, conversion, revenue, ROAS and other relevant performance indicators.
• Review campaign and channel performance and provide data-driven feedback and recommendations to improve results.
• Support the execution of digital marketing communications and content initiatives across relevant platforms.
• Maintain working-level relationships with agencies, vendors and creative partners.

Marketing & Cross-Functional Support

• Collaborate with internal stakeholders and external agencies to develop and execute marketing campaigns and digital initiatives.
• Support brand and marketing implementation plans across digital channels, ensuring consistency with overall brand strategy.
• Monitor digital marketing content and collateral to ensure brand consistency.
• Support promotional events, product launches, partnerships and other marketing activations when required.
• Prepare regular reports on e-commerce, campaign, CRM and digital marketing performance for management review.
• Perform other ad-hoc duties as assigned.

Job Requirements

• Minimum 2 years of relevant experience in e-commerce, digital marketing, online merchandising, marketplace management or a related role.
• Hands-on experience with Shopify Plus is required.
• Strong understanding of e-commerce operations, product listings, site health and online merchandising.
• Experience in managing homepage, collection pages, product pages, promotional landing pages and other on-site conversion initiatives.
• Experience executing e-commerce campaigns, product launches, seasonal campaigns and marketplace campaign participation.
• Strong customer service orientation with a natural service instinct and ability to manage customer escalations professionally.
• Strong analytical skills with the ability to interpret e-commerce, digital marketing and campaign performance data.
• Strong communication and interpersonal skills, with the ability to work effectively with internal teams, agencies and external partners.
• Highly organised, detail-oriented and able to manage multiple campaigns and priorities simultaneously.
• Proficient in Microsoft Excel and other relevant e-commerce, CRM and digital marketing tools.
• Able to work independently while collaborating effectively with cross-functional teams.