Retail & E-Commerce Manager

Bali Padel Academy; Provinsi Bali; On-site; IDR 240,000,000 - 360,000,000; Full time

Job summary

Bali Padel Academy is seeking an experienced Retail & E-Commerce Manager to lead all retail operations across online and offline channels in Bali. The role oversees store performance, e-commerce channels, warehouse coordination, inventory, customer experience, and a retail team, ensuring scalable growth.

You will drive workflow clarity, optimize pricing and promotions, and report to Management. Strong leadership, inventory control, and channel management experience are essential.

Qualifications

• Experience managing retail, e-commerce or omnichannel sales operations.
• Experience leading a team and coordinating multiple functions.
• Strong understanding of inventory, warehouse operations and customer experience.
• Proven ability to identify bottlenecks and scale operations.
• Proficient in reporting and analytics using Excel/Google Sheets.

Responsibilities

• Oversee overall retail performance across online and offline channels.
• Coordinate BPA Store, online stores, warehouse, and customer service.
• Define workflows and responsibilities; ensure efficient daily operations.
• Manage e-commerce channels and marketplace promotions.
• Supervise store merchandising, inventory accuracy, and customer service.
• Monitor KPIs such as sales, margins, stock turns, and order processing.
• Lead team development and process improvements.

Skills

Retail operations management

Team leadership

Inventory & warehouse management

E-commerce platforms

Marketplaces (Tokopedia, Shopee)

Excel/Google Sheets

English

Bahasa Indonesia

Tools

Tokopedia

Shopee

WhatsApp Catalogue

Job description

We are looking for an experienced and commercially driven Retail & E-Commerce Manager to lead and develop our complete retail operation across both online and offline channels.

The role will have overall responsibility for the performance, organization, and development of our retail activities, including our physical store, e-commerce channels, warehouse coordination, inventory management, customer experience, and retail team.

The objective is not simply to supervise daily operations, but to build a retail operation capable of supporting continued growth, identifying problems and resource requirements before they become bottlenecks.

The Retail & E-Commerce Manager will report directly to Management.

Team Structure

The Retail & E-Commerce Manager will directly supervise and coordinate:

• E-Commerce & Warehouse
• Store Inventory Control
• Front Desk / Store Sales Support

The Manager will be responsible for clearly defining responsibilities, coordinating workload, training the team, monitoring performance, and identifying when additional resources are required.

Key Responsibilities

1. Overall Retail Management

• Take responsibility for the overall performance of the online and offline retail operation.
• Coordinate the physical BPA Store, online stores, warehouse, inventory, and customer service activities.
• Establish clear workflows and responsibilities between team members.
• Ensure daily operations run efficiently and problems are resolved quickly.
• Identify operational bottlenecks and implement solutions.
• Anticipate staffing and resource requirements as the business grows.
• Provide regular reporting and recommendations to Management.

2. E-Commerce Management

Oversee the operation and development of the company’s online sales channels, including:

• Tokopedia
• Shopee
• WhatsApp Catalogue
• Any future marketplaces or e-commerce channels

Responsibilities include:

• Ensure products, prices, descriptions, images and stock availability are correctly maintained.
• Ensure customer inquiries and orders are handled quickly and professionally.
• Monitor order processing, picking, packing and delivery performance.
• Supervise returns and exchanges.
• Coordinate online campaigns and marketplace promotions.
• Identify opportunities to improve conversion, sales volume and customer experience.
• Monitor marketplace performance and identify areas requiring improvement.
• Ensure Kharisma’s workload and responsibilities remain manageable as online sales grow.

3. Physical Store Management

• Take responsibility for the commercial and operational performance of the BPA Store.
• Ensure the store is properly organized, stocked and presented.
• Monitor daily and monthly store sales.
• Ensure products are correctly displayed, tagged and priced.
• Ensure the team provides a high standard of customer service.
• Improve product knowledge and sales capabilities of customer-facing staff.
• Monitor returns, exchanges and customer issues.
• Identify opportunities to improve the customer experience and increase sales.

4. Inventory & Warehouse Management

• Maintain visibility over inventory across the warehouse, physical store and online channels.
• Ensure accurate stock reconciliation between physical inventory and the inventory system.
• Supervise incoming stock receiving and recording.
• Coordinate stock allocation between warehouse, physical store and online channels.
• Monitor fast-moving and slow-moving products.
• Identify stock shortages and overstock situations.
• Recommend replenishment requirements to Management.
• Investigate inventory discrepancies and ensure corrective action is taken.
• Establish procedures to minimize stock errors, losses and inconsistencies.
• Ensure online stock availability accurately reflects actual inventory.
• Monitor sales performance across all retail channels.
• Analyze sales by product, category, channel and period.
• Identify best-selling, slow-moving and underperforming products.
• Recommend promotions, clearance actions, bundles or other commercial initiatives to Management.
• Analyze the effectiveness of promotions after implementation.
• Monitor margins and ensure discounting is implemented correctly.
• Provide Management with data and recommendations to support pricing decisions.

Final pricing decisions remain with Management.

6. Team Management & Development

• Manage the performance of Kharisma, Irwan and the retail/front-desk support functions.
• Define clear individual responsibilities and expectations.
• Establish priorities and distribute workload appropriately.
• Conduct regular performance reviews.
• Train and develop team members.
• Improve product knowledge, customer service and operational skills.
• Identify performance problems and implement corrective actions.
• Ensure appropriate coverage during holidays, absences and peak sales periods.
• Identify when additional staff or restructuring is required.
• Build processes that allow the department to scale without becoming dependent on one individual.

7. Processes & Systems

• Improve coordination between online sales, warehouse, store inventory and front desk.
• Ensure inventory and sales data is accurate and updated.
• Reduce manual errors and duplicated work.
• Identify opportunities for automation and better use of systems.
• Establish appropriate checks and controls for stock movements, returns, exchanges and adjustments.

Reporting & KPIs

The Retail & E-Commerce Manager should regularly monitor and report on key indicators including:

• Total retail sales
• Online vs. offline sales
• Sales by product/category
• Gross margin
• Number of orders
• Stock accuracy
• Inventory turnover
• Fast-moving and slow-moving inventory
• Out-of-stock products
• Returns and exchanges
• Team performance

The Manager should not only report the numbers, but also explain what is happening, why it is happening, and what actions should be taken.

Candidate Profile

We are looking for someone who has:

• Previous experience managing retail, e-commerce or omnichannel sales operations.
• Experience managing a team.
• Strong understanding of inventory and warehouse operations.
• Experience with marketplaces such as Tokopedia and/or Shopee is highly desirable.
• Strong analytical and Excel/Google Sheets skills.
• Commercial mindset and ability to understand sales, margins and inventory performance.
• Strong organizational and problem-solving skills.
• Ability to create processes and improve existing operations.
• Ability to work independently and take ownership.
• Good communication and leadership skills.
• Good English and Bahasa Indonesia.

What We Expect From This Role

This person should become the owner of the retail operation.

Management should not need to discover that orders are delayed, stock is incorrect, a team member is overloaded, or a sales channel is underperforming.

The Retail & E-Commerce Manager is expected to identify these situations early, understand their cause, propose solutions and ensure that the retail operation continues to scale as the business grows.