Operations Key Account Management Lead - FBS, Shopee

Team Leadership & Performance Governance & Operational Excellence
Lead, coach and develop a team of 10-20 Ops KAMs, strengthening seller management, problem-solving and operational consulting capabilities.
Establish clear team goals, seller allocation frameworks, performance standards and accountability to optimize workload, portfolio complexity and execution quality.
Drive team performance against operational KPIs and SLAs, including PO fulfillment, %WATP, intracity delivery speed and 24-hour troubleshooting resolution.
Establish structured performance tracking, reviews and root-cause analysis to identify gaps, drive corrective actions and ensure consistent execution.
Ensure end-to-end operational excellence across inbound, inventory management and outbound processes, balancing seller experience, operational feasibility and business objectives.
2. Seller Growth, FBS Adoption & Category Enablement
Partner with BD to drive seller conversion, SKU onboarding and FBS fulfillment penetration by identifying seller needs, adoption barriers and category-specific challenges.
Analyze seller- and SKU-level performance data to identify root causes of low adoption, design targeted interventions, prevent seller churn and unlock business growth.
Manage strategic seller relationships, proactively resolve complex operational issues and translate seller feedback into actionable improvements to strengthen seller experience and retention.
Develop and scale category-specific enablement initiatives, including SOPs, playbooks, training and differentiated operational solutions, to improve seller onboarding, FBS utilization and operational scalability.
3. Cross-functional Stakeholder Management
Partner closely with BD, Warehouse, Opex, Product, PMO and other relevant teams to align business priorities, resolve operational constraints and drive cross-functional initiatives.
Influence stakeholders across teams with competing priorities, build alignment on practical solutions, and drive issues through to resolution.
Identify recurring operational friction points and coordinate process improvements across functions to enhance service quality, seller experience and execution efficiency.
Education: Bachelor's degree in Business, Supply Chain, Logistics, Economics, or related fields.
Minimum 3-5 years of experience in E-commerce Operations, Key Account Management, Supplier Management, or Supply Chain; at least 1-2 years in a team leadership role managing 10-20 subordinates.
Deep understanding of Fashion/Apparel category operations and e-commerce fulfillment dynamics.
Proven ability to manage seller relationships, influence seller behavior, resolve complex issues and drive adoption, retention or business growth.
Proven ability to drive team performance, coach team members, and manage multi-layered seller portfolios.
Strong analytical mindset, project management skills, and track record in driving process enablement and workflow optimization.
Excellent stakeholder management, communication, and English proficiency (both written and spoken).