Ecommerce Operations Lead

SEVEN Retail; Daerah Khusus Ibukota Jakarta; On-site; IDR 100.000.000 - 200.000.000; Full time

Job summary

A leading retail company in Indonesia is seeking an E-commerce Operations Manager to oversee daily operations and enhance efficiency. The ideal candidate has at least 4 years of experience in managing e-commerce within FMCG/retail, strong leadership skills, and the ability to adapt in a fast-paced environment. You will develop SOPs, manage customer service, and analyze performance indicators to drive improvements.

Qualifications

• Min. 4 years of experience in managing e-commerce operations.
• Strong attention to detail and ability to adapt to a fast-paced environment.
• Excellent problem-solving skills to resolve operational issues.

Responsibilities

• Oversee daily e-commerce operations and ensure efficiency.
• Develop and implement standard operating procedures (SOPs).
• Manage customer service operations and handle inquiries professionally.

Skills

E-commerce operations management

Leadership and team management

Data analysis

Problem-solving

Project management

Job description

Job Description

• Oversee daily e-commerce operations, ensuring that all processes run smoothly, efficiently, and meet business goals
• Develop and implement standard operating procedures (SOPs) for e-commerce processes to improve efficiency
• Working closely with procurement team to monitor product stock and forecast demand to ensure products are available without overstocking
• Ensure that customer orders are processed accurately and delivered on time
• Manage and troubleshoot any operational issues related to order processing, such as refunds, delays, or delivery issues
• Oversee customer service operations, ensuring that inquiries and complaints are handled promptly and professionally
• Track and analyze key performance indicators (KPIs) related to e-commerce operations (e.g., SLA delivery, order accuracy, response time, etc.) and identify areas for operational improvement and develop action plans to enhance efficiency

Requirements

• Proven experience in managing e-commerce operations with min. 4 years experience
• Preferable from FMCG / retail company
• Strong attention to detail
• Ability to adapt to a fast-paced and evolving e-commerce environment
• Experience in leading and managing a team, with strong leadership and interpersonal skills
• Excellent problem-solving skills, with the ability to troubleshoot and resolve operational issues quickly
• Ability to interpret data, identify trends, and make data-driven decisions to optimize operations.
• Strong organizational and project management skills, with experience in coordinating multiple projects simultaneously