E-commerce Manager

I. Job Summary The E-Commerce Manager is responsible for developing, managing, and growing the company's online sales operations across various e-commerce platforms and digital channels. The role oversees the end-to-end e-commerce business, including online store management, product listings, pricing, promotions, order fulfillment, inventory coordination, customer experience, and sales performance. The position aims to increase online revenue, improve operational efficiency, strengthen the company's digital presence, and maximize profitability through effective e-commerce strategies. II. Key Responsibilities 1. E-Commerce Operations Management - Manage the company's online stores across platforms such as Shopee, Lazada, TikTok Shop, and other relevant marketplaces. - Ensure accurate product listings, descriptions, images, pricing, and product availability. - Monitor daily orders, cancellations, returns, refunds, and fulfillment activities. - Coordinate with warehouse, logistics, procurement, and sales teams to ensure timely order processing. - Maintain smooth and efficient day-to-day online store operations. 2. Sales and Revenue Growth - Develop and implement strategies to increase online sales and revenue. - Monitor sales performance and identify opportunities to improve conversion rates. - Plan and execute promotional campaigns, discounts, vouchers, and seasonal sales activities. - Identify opportunities to expand product offerings and online market reach. - Establish sales targets and ensure achievement of monthly and quarterly objectives. 3. Digital Marketing and Platform Management - Coordinate digital marketing campaigns to drive traffic and generate sales. - Manage sponsored advertisements and promotional activities within e-commerce platforms. - Optimize product titles, descriptions, keywords, and images for better visibility. - Monitor competitors' pricing, promotions, and market positioning. - Collaborate with the Marketing team on social media campaigns and brand awareness initiatives. 4. Inventory and Order Management - Monitor product inventory levels and coordinate replenishment requirements. - Ensure accurate inventory synchronization between online platforms and actual stock. - Prevent overselling, stockouts, and delayed deliveries. - Coordinate with Procurement and Warehouse teams regarding product availability. 5. Customer Experience Management - Ensure timely responses to customer inquiries and concerns. - Monitor customer reviews, ratings, complaints, and feedback. - Develop initiatives to improve customer satisfaction and retention. - Resolve escalated customer concerns and platform-related disputes. 6. Reporting and Performance Analysis - Prepare regular reports on sales, revenue, orders, conversion rates, and platform performance. - Analyze sales trends and identify underperforming products or campaigns. - Monitor advertising expenses, marketplace fees, and profitability. - Present recommendations to management for business improvement. 7. Team Leadership and Coordination - Supervise and guide the e-commerce team, including online store administrators and customer service personnel. - Establish operational procedures, performance standards, and work assignments. - Coordinate with internal departments to ensure smooth e-commerce operations. - Conduct regular performance reviews and recommend process improvements.