Retail Ops & Experience Lead-Jakarta

PT Ecart Webportal Indonesia; Indonesia; On-site; IDR 180,000,000 - 300,000,000; Full time

Job summary

Lazada Group in Indonesia seeks a Retail Ops & Experience Manager to drive governance, initiative execution, and accountability across five core Ops functions: Sales Planning, Supply Chain, Pricing, Retail Excellence, and Retail Experience.

You will own the ASC (Alibaba Seller Center) tool, coordinate with regional and product teams on feature implementations, and build dashboards to track performance. This role emphasizes strong stakeholder management and rigorous execution.

Qualifications

• Bachelor’s degree in Business, Economics, Industrial Engineering, or related field.
• 5 to 8 years in operations, planning, or commercial roles in e-commerce, retail, or FMCG.
• Cross-functional coordination roles such as PMO or Business Operations.
• Ability to structure ambiguity into clear narratives, frameworks, and executive-ready materials.
• Strong written English communication and data interpretation skills.
• Solid understanding of Retail Operations across Supply Chain, Pricing, Sales Planning.

Responsibilities

• Drive SOP compliance across all Ops functions and formalize processes with clear ownership, timelines, and outcomes.
• Coordinate cross-functional initiatives, track progress, and prepare concise status updates for leadership reviews.
• Own the Alibaba Seller Center (ASC) tool and Retail Experience scope; drive improvements with regional/product teams.
• Provide analytical support and develop KPI tracking tools to aid faster, better-informed decisions.
• Lead or contribute to cross-functional projects delivering measurable value across the business unit.

Skills

Cross-functional coordination

Analytical thinking

English writing

Project governance

Stakeholder management

Education

Bachelor's degree in Business, Economics, Industrial Engineering, or related field

Tools

Excel

Job description

As our Retail Ops & Experience Manager, you will be a backbone of Retail Operations: driving initiative execution, enforcing governance standards, and ensuring that decisions made in the room translate into action on the ground

This role sits at the intersection of planning rigor, stakeholder influence, and operational governance across five core Ops functions: Sales Planning, Supply Chain Operations, Pricing, Retail Excellence, and Retail Experience.

What you will do:

(1) Ops Governance & Process Formalization

Drive SOP compliance across all Ops functions by identifying gaps between what's agreed and what's practiced, then closing them through structured follow-through. Build frameworks, guidelines, and process documentation that enable teams to operate consistently with minimum escalation. Translate strategic decisions into actionable briefs with clear ownership, timelines, and expected outcomes. Maintain governance materials - initiative trackers, decision logs, performance reviews - that create accountability without micromanagement.

(2) Cross-Functional Project Coordination

Serve as the operational anchor for leadership-directed initiatives, ensuring they move from brief to execution without losing momentum at handoff points. Coordinate across Pricing, Sales Planning, Retail Excellence, Supply Chain, and Retail Experience to align on timelines, owners, and deliverables. Track progress, proactively identify blockers, and prepare concise status updates. Drive follow-through on action items and support preparation for internal reviews, business planning cycles, and ad-hoc leadership requests.

(3) Retail Experience & Store Operations Ownership

Take full ownership of the ASC (Alibaba Seller Center) tool and Retail Experience scope, becoming the local subject-matter expert and driving continuous improvement. Coordinate with Regional and Product Teams on feature implementations, enhancements, and issue resolution. Identify gaps and opportunities in the Retail Experience journey, proposing and executing improvements that enhance buyer, commercial, and customer satisfaction.

(4) Retail Operations Function Support

Provide analytical support enabling faster, better-informed decisions across the Operations function, particularly in areas with commercial implications. Develop a working understanding of KPIs and day-to-day operations across all five functions, stepping in as a reliable backup for any function manager when needed. Build and maintain tracking tools for key operational metrics and flag anomalies with context and interpretation.

(5) Ad-Hoc Project Driver

Lead or contribute to cross-functional projects that deliver measurable value, whether supporting Retail initiatives beyond core responsibilities, enhancing user experience, or identifying performance improvements. Our progressive team culture encourages every member to take on strategic projects as a way to learn, add value, and deliver impact across the Business Unit.

Job Requirements

• Bachelor’s degree in Business, Economics, Industrial Engineering, or a related field
• 5 to 8 years of experience in operations, planning, or commercial roles, preferably within e-commerce, retail, or FMCG
• Proven experience in cross-functional coordination roles such as PMO, Business Operations, or equivalent
• Strong ability to structure ambiguity into clear narratives, frameworks, and executive-ready materials
• Basic understanding of Retail Operations across Supply Chain, Pricing, Sales Planning, or similar environments
• Ability to take ownership of our Seller Center, with the operational and e-commerce experience to ramp up quickly
• Strong analytical mindset, able to interpret data and translate it into business implications and actionable recommendations
• High discipline in execution follow-through, tracking, and governance in complex stakeholder environments
• Strong written communication in English
• Solid analytical proficiency in Spreadsheet (i.e. Excel); ability to build summaries and trackers