AREAS OF RESPONSIBILITY
Commercial Ownership
• Own sales and gross profit targets across all online channels - [protected info] and marketplaces (Shopee, TikTok Shop, Lazada) - with a clear view of channel mix, growth levers, and contribution margin by channel
• Own the full campaign calendar across all channels, ensuring alignment with brand moments, product launches, and trading priorities; manage timelines, stakeholder dependencies, and risk mitigation to deliver campaigns on time and on budget
• Own [protected info] performance by leading technical roadmap, website promotion, service initiatives, and A/B testing in collaboration with cross-functional teams and external partners
• Responsible for
digital marketing performance on [protected info] to ensure investment, ROAS, traffic and CR
• Responsible for livestream and affiliate program management to drive sales performance and brand visibility
Online Assortment
• Own product listing quality across all channels, ensuring accuracy, completeness, and brand consistency at every customer touchpoint
• Work closely with the Merchandise team to manage online assortment strategy, including ranging decisions, pricing alignment, and promotional product selection
Customer Experience & Satisfaction
• Monitor customer feedback, reviews, and complaints across channels; identify recurring pain points and drive cross-functional resolution with Operations, Logistics, and Customer Service teams
• Own the purchase experience journey, from order confirmation and delivery communications to returns and refunds, ensuring every touchpoint reinforces trust and brand loyalty
Operations & Fulfilment
• Lead day-to-day ecommerce operations: order processing, fulfilment timelines, and SLA compliance across platform requirements and 3PL partners
• Coordinate with the warehouse team to maintain stock availability, drive inventory accuracy, and prevent stockout or overstock situations across channels
• Own the end-to-end returns and refund process, ensuring timely resolution, accurate stock reintegration, and a positive post-purchase customer experience
Project Management & Technology Innovation
• Act as the ecommerce business owner in brand and corporate projects (New Channel Expansion, Online Order Management System, Loyalty programme rollouts), representing commercial requirements and ensuring delivery milestones are met
• Identify operational gaps and tool needs; work with IT to scope, prioritise, and implement solutions that improve efficiency and data accuracy across the ecommerce stack
