Senior E-Commerce Executive

21 hours ago

Shah Alam, Selangor, Malaysia Ominent Sdn Bhd Full time

MAIN TASKS AND ACCOUNTABILITIES:

1. E-Commerce Management & Strategy

  • Oversee online marketplaces (Shopee, TikTok, Lazada, Webstore), ensuring accurate product listings, pricing, promotions, and inventory.
  • Analyze sales data, track trends, and recommend strategies to boost performance.
  • Improve operational workflows to enhance the online customer experience.

2. Customer Service & Lead Management

  • Manage customer support across all digital channels, including e-commerce chats, social media DMs, WebChat, and website leads.
  • Ensure timely follow-ups, accurate CRM records, and professional handling of inquiries, complaints, and returns/refunds.
  • Monitor reviews and maintain a positive brand reputation.

3. Reporting & Analytics

  • Prepare weekly and monthly reports on sales, leads, customer service, and reviews.
  • Provide insights to improve operations and sales.
  • Maintain accurate CRM and database records.

4. Strategic Initiatives & Partnerships

  • Identify growth opportunities and potential online partnerships.
  • Collaborate with teams to implement initiatives that drive sales and engagement.

EXPECTATIONS FROM THE ROLE:

  • Drive growth and operational efficiency across all online platforms.
  • Maintain high standards of online customer service and brand representation.
  • Provide timely, accurate, and actionable performance insights.
  • Take ownership of e-commerce initiatives and demonstrate accountability.
  • Collaborate with cross-functional teams to achieve online business objectives.

KEY COMPETENCIES:

Functional Competencies:

  • Online Marketplace Management: Expertise in managing platforms like Shopee, Lazada, TikTok, and Webstore, including listings, pricing, promotions, and inventory.
  • Digital Customer Service & Lead Management: Handling online inquiries, complaints, returns, and follow-ups through e-commerce chats, social media, WebChat, and website leads.
  • Sales & Performance Analytics: Monitoring trends, analyzing sales data, and providing actionable insights to drive revenue and efficiency.
  • Online Marketing & Promotional Campaign Support: Collaborating on digital marketing initiatives to enhance engagement and sales.
  • CRM & Data Management: Maintaining accurate records to support operational decisions and reporting.

Behavioural Competencies:

  • Analytical & Strategic Thinking: Ability to identify trends, solve problems, and recommend growth strategies.
  • Customer-Centric Mindset: Ensuring exceptional online customer experiences and brand representation.
  • Effective Communication & Collaboration: Working seamlessly with cross-functional teams and external partners.
  • Proactive & Self-Motivated: Taking initiative, driving projects independently, and owning results.
  • Accountability & Detail Orientation: Ensuring accuracy in listings, pricing, promotions, and operational workflows.

QUALIFICATIONS:

  • Bachelor's degree in Business, Marketing, E-Commerce, or a related field.
  • 3–5 years of experience managing online marketplaces and digital customer service.
  • Preferred: Experience with Lazada, Shopee, or other e-commerce platforms.
  • Proficient in CRM systems, online marketplace management, and reporting/analytics tools.

Job Type: Full-time

Pay: RM4, RM5,000.00 per month

Benefits:

  • Dental insurance
  • Free parking
  • Health insurance
  • Maternity leave
  • Professional development
  • Vision insurance

Work Location: In person

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