Senior E-Commerce Executive

10 hours ago

Shah Alam, Selangor, Malaysia Ominent Sdn. Full time

MAIN TASKS AND ACCOUNTABILITIES:

  1. E-Commerce Management & Strategy

  2. Oversee online marketplaces (Shopee, TikTok, Lazada, Webstore), ensuring accurate product listings, pricing, promotions, and inventory.

  3. Analyze sales data, track trends, and recommend strategies to boost performance.

  4. Improve operational workflows to enhance the online customer experience.

  5. Customer Service & Lead Management

  6. Manage customer support across all digital channels, including e-commerce chats, social media DMs, WebChat, and website leads.

  7. Ensure timely follow-ups, accurate CRM records, and professional handling of inquiries, complaints, and returns/refunds.

  8. Monitor reviews and maintain a positive brand reputation.

  9. Reporting & Analytics

  10. Prepare weekly and monthly reports on sales, leads, customer service, and reviews.

  11. Provide insights to improve operations and sales.

  12. Maintain accurate CRM and database records.

  13. Strategic Initiatives & Partnerships

  14. Identify growth opportunities and potential online partnerships.

  15. 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.

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