ROLE PURPOSE
The E-Commerce & Social Media Executive is responsible for the end-to-end management and growth of the company's digital retail presence across multi-channel e-commerce and social media platforms. The role combines daily operational execution with strategic growth initiatives - ensuring platform health, advertising effectiveness, customer engagement, and revenue performance across Shopee, TikTok Shop, Lazada, Facebook, Instagram, and Zalo OA.
KEY RESPONSIBILITIES
1 · E-Commerce Operations & Platform Management
• Manage product listings across Shopee, TikTok Shop, and Lazada - including titles, descriptions, artwork, pricing, and variations.
• Monitor inventory levels, key performance indicators (GMV, traffic, CVR), seller compliance requirements, and platform campaign participation.
• Handle returns, refunds, and delivery coordination with the warehouse team.
• Monitor customer ratings and feedback; liaise with platform delivery contacts to resolve issues promptly.
2 · Advertising & Traffic Optimization
• Allocate and optimize advertising budgets on Shopee Ads, TikTok Shop Ads, and Lazada Ads in alignment with sales targets.
• Monitor daily campaign timing, keyword performance, and conversion impact.
• Evaluate ad effectiveness and recommend improvements to maximize platform visibility and ROI.
3 · Retail Customer Communication
• Handle customer inquiries across all platforms regarding products, orders, complaints, invoices, and delivery - maintaining high response rates.
• Escalate complex issues to relevant internal teams when required.
• Coordinate dispatch of product samples to registered customers as needed.
4 · Content & Social Media Visibility
• Plan monthly content direction based on stock availability and sales movement.
• Coordinate visual assets with the design team and repurpose content efficiently across channels.
• Manage caption writing, post scheduling, and routine engagement activities on Facebook, Instagram, Shopee Video, and TikTok Video.
5 · Reporting & Data Analysis
• Prepare platform performance and operational summary reports on a regular cadence.
• Produce revenue and cost reports; perform accurate data entry into MISA accounting software.
• Analyze performance data and provide actionable observations and recommendations to management.
6 · Livestream Planning & Execution
• Plan livestream schedules, select focus SKUs, and develop content in collaboration with the BID team.
• Coordinate full setup logistics including visual assets, tools, audio, lighting, and location.
• Support on-ground execution and manage post-stream visibility and follow-up activities.
7 · Affiliate Coordination
• Manage affiliate program participation, commission structures, and priority SKU assignments.
• Track creator-generated content; identify and coordinate additional visibility opportunities.
• Oversee sample dispatching to potential affiliate partners.
8 · Marketing &
Business Development Project Execution
• Execute marketing tasks and campaigns as directed by the
Marketing Manager.
• Support workshops, influencer collaborations, and partnership outreach initiatives.
• Coordinate cross-functional stakeholders for retail customer acquisition activities.
9 · Platform Visibility & Growth Monitoring
• Track trending products, keyword opportunities, and platform algorithm changes.
• Evaluate and test low-cost organic growth tactics to improve reach and engagement.
• Monitor seller reward programs, campaign mechanics, and Key
Account Manager (KAM) incentive programs.
