Operation eCommerce Manager tại HCM - 5 năm kinh nghiệm

Key Responsibilities

Operational Management

Oversee daily operations for Brand.com, including order processing, payment flow, inventory alignment, fulfillment, and returns.

Ensure smooth coordination across internal teams (Marketing, Supply Chain, IT, Finance) and external partners (logistics providers, payment gateways).

Implement and monitor SLA/KPI frameworks for order accuracy, delivery times, customer satisfaction, and platform performance.

Process Optimization & Efficiency

Design, standardize, and continuously improve eCommerce processes for scalability and automation.

Collaborate with tech/product teams to enhance OMS, CRM, loyalty programs, and other system integrations.

Apply data-driven insights to reduce costs, increase conversion, and improve customer lifetime value.

Commercial & Merchandising Support

Support campaign launches, product availability, and price hygiene enforcement on Brand.com.

Ensure correct product content, promotions, and category structure align with marketing strategy.

Partner with demand planning and supply teams to optimize stock levels and forecast accuracy.

Customer Experience Excellence

Monitor end-to-end customer journey from browsing to post-purchase.

Resolve escalated customer issues and ensure policies for returns/refunds are executed fairly and efficiently.

Collaborate with UX, marketing, and service teams to deliver seamless experiences.

Reporting & Performance Management

Track and report on daily/weekly/monthly KPIs (traffic, conversion, AOV, fulfillment rates, NPS).

Conduct root-cause analysis of operational issues and drive corrective actions.

Prepare management updates and operational da shboards.

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