Store Operation Manager (E-commerce)

Position Overview

The E-commerce Store Operations Manager will be responsible for leading, optimizing, and scaling our online store operations across multiple marketplace platforms. This role requires a strategic yet hands-on leader who can oversee the end-to-end operational lifecycle—from campaign execution and inventory management to cross-functional team leadership. You will ensure that commercial strategies are flawlessly translated into operational excellence, driving platform efficiency, maximizing ROI on store campaigns, and delivering a best-in-class customer journey.

Key Responsibilities

1. Operational Leadership & Strategy Execution

• Lead and oversee day-to-end store operations across all E-commerce platforms (Shopee, Lazada, TikTok Shop, Brand.com), ensuring 100% operational readiness, pricing accuracy, and compliance with platform guidelines.
• Formulate and implement standardized operational workflows (SOPs) for product listings, pricing updates, voucher setups, and banner maintenance to eliminate manual errors and increase speed-to-market.
• Establish and monitor store health KPIs (e.g., Cancellation Rate, Return Rate, Chat Response Rate, Seller Ratings) to maintain optimal platform performance and tier-status.

1. Commercial Alignment & Campaign Management

• Partner closely with Commercial and Brand Managers to translate high-level commercial deals and trade plans into effective, high-converting operational executions.
• Supervise the mechanics and deployment of mega campaigns (e.g., Double-Date, Mid-Month, Payday), ensuring seamless setup of co-subsidy vouchers, bundle deals, and dynamic pricing frameworks.
• Collaborate cross-functionally with Content and Creative teams to direct store layouts, optimize visual merchandising, and ensure the customer journey aligns with current campaign timelines.

1. Supply Chain, Inventory & Warehouse Governance

• Take full ownership of inventory allocation, stock availability maintenance, and demand forecasting across multiple virtual and physical warehouses.
• Coordinate with Warehouse, Logistics, and Supply Chain teams to ensure smooth fulfillment processes, prevent out-of-stock (OOS) scenarios on Hero SKUs, and optimize safety stock levels during high-traffic campaigns.

1. Data Analytics, Reporting & ROI Optimization

• Drive data-backed decision-making by utilizing advanced analytics (Excel, Google Analytics, platform dashboards) to extract, reformat, and analyze daily store metrics.
• Conduct regular commercial data reviews, track campaign profitability, and monitor competitor movements to optimize pricing structures and boost conversion rates.
• Prepare operational performance reports and action-oriented insights for senior management reviews.

1. Team Leadership & Stakeholder Management

• Manage, mentor, and develop a high-performing team of E-commerce operations executives and specialists.
• Act as the primary point of contact for key marketplace platform account managers to negotiate exclusive visibility packages, slots, and operational support.

Qualifications

• Bachelor’s degree in Business Administration, E-commerce, Marketing, Supply Chain, or any related fields.
• 3–5+ years of experience in E-commerce Store Operations, Commercial Management, or Digital Marketing within a fast-moving retail/FMCG environment (Experience in a Lead or Managerial role is highly preferred).
• Deep, hands-on experience navigating the back-office systems of major online platforms (Shopee Seller Centre, Lazada Seller Center, TikTok Shop Seller Center).
• Strong data literacy: Advanced proficiency in Microsoft Excel / Google Sheets (Data cleaning, Pivot Tables, complex formulas) and experience with web analytics tools.
• Proven track record of managing warehouse alignment, product stocks, and cross-functional operations under high-pressure environments.
• Excellent interpersonal, problem-solving, negotiation, and people-management skills.
• Results-driven mindset with the ability to work well under pressure and manage tight campaign timelines.