E-Commerce & Fulfillment Manager

Responsibilities:

E-Commerce Operations Management

• Manage day-to-day operations of client e-commerce stores across Shopify, Shopee, and Lazada.
• Oversee order management, customer service workflows, inventory monitoring, and platform issue resolution.
• Collaborate with internal teams (creative, content, CS, warehousing, etc) to build consultative, end-to-end e-commerce solutions.
• Ensure accurate and optimized product listings (supported by in-house creatives and content teams).
• Monitor store performance, platform health, and operational KPIs, recommending improvements to clients.
• Support and coordinate live selling operations (TikTok Shop and other channels), with live selling experience considered a major advantage.

Fulfillment Operations Coordination

• Work closely with the fulfillment team to ensure accurate picking, packing, and dispatch of client orders.
• Monitor fulfillment SLAs, warehouse performance, stock accuracy, and issue resolution.
• Understand fulfillment workflows sufficiently to identify problems and propose operational solutions.
• Coordinate between fulfillment operations and client requirements to ensure seamless service delivery.
• Lead continuous improvement initiatives across fulfillment workflows, processes, and client touchpoints.

Client Relationship & Project Management

• Serve as the main point of contact for assigned e-commerce and fulfillment clients.
• Lead all client-facing project management activities including onboarding, operational setup, and ongoing execution.
• Conduct regular performance reviews and provide operational insights supported by data.
• Manage client expectations, respond to concerns, and maintain a strong consultative relationship.
• Translate client needs into clear operational requirements and coordinate with cross-functional teams for execution.
• Maintain excellent client satisfaction through responsiveness, clarity, and proactive problem-solving.

Cross-Functional Collaboration & Strategy

• Work with internal teams across marketing, CS, creatives, warehousing, and tech to develop integrated e-commerce solutions.
• Identify opportunities for operational efficiencies, automation, and process enhancement.
• Support leadership in aligning e-commerce strategies with client goals and overall business objectives.
• Stay up to date with platform best practices, marketplace policies, and emerging e-commerce trends.
• Provide input on improving service offerings, client packages, and workflows.

Performance Monitoring & Reporting

• Track and analyze e-commerce and fulfillment KPIs across all assigned accounts.
• Prepare regular internal and client-facing performance reports.
• Use data to recommend workflow improvements, platform optimizations, and fulfillment adjustments.
• Monitor client satisfaction, issue trends, and operational blockers to drive continuous improvement.

Requirements:

• Bachelor’s degree in Business, Operations, E-Commerce, Marketing, Supply Chain, or related field.
• 3–6 years of experience in e-commerce operations, fulfillment management, or related roles.
• Hands-on experience with Shopify, Shopee, and Lazada platforms is required.
• Strong background in order management, customer service coordination, and inventory processes.
• Experience managing client accounts or running client-facing projects.
• Fulfillment or logistics experience (in-house or 3PL) is highly preferred.
• Experience with live selling platforms (TikTok Shop, Facebook Live, etc.) is a strong plus.
• Excellent communication and relationship-management skills.
• Strong analytical, problem-solving, and workflow design abilities.
• Proficiency in Google Workspace and e-commerce tools; familiarity with warehouse or OMS software is a plus.
• Ability to thrive in a fast-paced, multi-client environment with high attention to detail.
• Ability to work independently in a remote work setting.