E-Commerce Lead - Operations
- company
- Gingersnaps
- location
- Pasig, Metro Manila, Philippines
- work mode
- onsite
- posted
- 14 Aug
- The role oversees daily operations and commercial execution of the company's e-commerce platforms. Working closely with cross-functional teams to ensure campaign execution, product availability, efficient fulfillment, customer experience, and online sales growth.
- **E-Commerce Operations**
- Oversee operations across the company’s e-commerce website and marketplaces.
- Ensure platform readiness for campaigns, promotions, launches, and markdowns.
- Execute approved pricing, promotions, vouchers, and campaign mechanics accurately.
- Manage site merchandising and product visibility, including banners, landing pages, campaign collections, and product placements.
- Coordinate with Content and IT/Platform Support to ensure platform functionality, content readiness, and campaign activation.
- **Campaign & Promotion Execution**
- Lead the operational rollout of e-commerce campaigns, promotions, launches, and markdowns.
- Ensure campaign mechanics, pricing, product availability, and fulfillment requirements are properly implemented.
- Serve as the final operational checkpoint before campaign activation.
- Conduct post-campaign reviews and provide insights on results, issues, and improvements.
- **Inventory & Fulfillment**
- Monitor inventory availability, campaign stock levels, aging inventory, and order fulfillment performance.
- Identify stock shortages and risks that may affect sales or customer experience.
- Coordinate with MPC and Fulfillment teams to address inventory and fulfillment concerns.
- Escalate critical stock and service-level issues and recommend actions.
- **Sales & Performance Management**
- Monitor daily, weekly, and monthly e-commerce sales performance against targets.
- Track KPI such as sales, conversion rate, order volume, average order value, and campaign performance.
- Prepare and consolidate e-commerce sales and operational reports.
- Analyze performance gaps, trends, and issues and recommend corrective actions.
- **Data Accuracy & Controls**
- Ensure accuracy and consistency of sales, order, inventory, and performance data across platforms.
- Maintain proper documentation and audit trails for e-commerce activities.
- Ensure compliance with company policies, approval processes, and internal controls.
- Provide supporting reports for management review and audit.
- **Customer Experience**
- Provide functional leadership and coaching to the Customer Relations Officer.
- Oversee resolution of customer inquiries, complaints, refunds, and order-related escalations.
- Monitor recurring customer concerns and issues affecting customer satisfaction.
- Coordinate with Fulfillment, Accounting, and other teams to resolve customer concerns.
- **Cross-Functional & Marketplace Coordination**
- Serve as the primary point of contact for e-commerce operational matters.
- Collaborate with MPC, Sales, Content, IT/Platform Support, Fulfillment, Accounting, and other internal teams.
- Coordinate with marketplace account managers and platform partners on campaigns, requirements, compliance, and issue resolution.
- **Team Leadership**
- Supervise and guide the Ecommerce Account Officer and Customer Relations Officer.
- Assign tasks, monitor deliverables, review outputs, and ensure timely and accurate completion.
- Provide coaching and feedback to improve team productivity, service quality, and accuracy.
- **Process Improvement**
- Identify operational gaps, recurring issues, and process inefficiencies.
- Recommend improvements to e-commerce processes, systems, and workflows.
- Support approved initiatives that improve efficiency, accuracy, customer experience, and overall e-commerce performance.
- Perform other duties and responsibilities as assigned to support business and operational needs
- **Qualifications**
- Bachelor’s degree in Business Administration, Marketing, E-Commerce, Retail Management, Operations Management, or a related field.
- At least 3 years of experience in e-commerce, online retail, marketplace operations, or related fields, preferably with supervisory or leadership experience.
- Hands-on experience managing e-commerce platforms and marketplaces such as Shopee, Lazada, TikTok Shop, Zalora, or similar platforms.
- Strong understanding of e-commerce operations, online merchandising, promotions, pricing, vouchers, campaign execution, and marketplace processes.
- Experience monitoring e-commerce KPIs, sales performance, inventory, fulfillment, and customer service metrics.
- Strong analytical and problem-solving skills with the ability to translate data into actionable recommendations.
- Proficient in Microsoft Excel/Google Sheets and experienced in preparing and analyzing business reports.
- Strong communication, coordination, stakeholder management, and organizational skills.
- Demonstrated ability to lead, coach, and develop team members.
- Highly detail-oriented, proactive, and results-driven.
- Ability to manage multiple priorities and work effectively in a fast-paced, deadline-driven e-commerce environment.
- **Why Join Us?**
- This is an exciting opportunity for an e-commerce professional who wants to make a direct impact on online business growth. You will have the opportunity to lead key e-commerce operations, collaborate with multiple teams, influence campaign execution, develop your team, and contribute to continuous improvements that elevate the overall online customer experience.
- If you are an e-commerce professional who thrives on challenges, enjoys working with data and people, and is passionate about building high-performing online operations, we’d love to have you on our team!
- **Work Location: In person**
More ecommerce jobs from Gingersnaps
- E-Commerce Account Officer, Pasig, PH
- E-Commerce Accounting Assistant, Pasig, PH