Retail Ops & Experience Lead-Jakarta

LAZADA.CO.ID; Jakarta Utara; On-site; IDR 120,000,000 - 180,000,000; Full time

Job summary

Lazada Group in Jakarta seeks a Retail Ops & Experience Manager to drive governance, initiative execution, and ensure decisions translate into action across Sales Planning, Supply Chain Operations, Pricing, Retail Excellence, and Retail Experience.

You will own the Retail Experience scope, coordinate with regional teams on feature implementations, and support five operational functions with analytics, tracking, and cross-functional project delivery to create a strong, shopper-focused marketplace.

Responsibilities

• Ops Governance & Process Formalization: Drive SOP compliance across all Ops functions by identifying gaps, building frameworks, and maintaining governance materials with clear ownership and timelines.
• Cross-Functional Project Coordination: Act as the operational anchor for leadership initiatives, coordinating across Pricing, Sales Planning, Retail Excellence, Supply Chain, and Retail Experience.
• Retail Experience & Store Operations Ownership: Own the ASC tool and Retail Experience scope, coordinate feature implementations, and drive improvements for buyer, commercial, and customer satisfaction.
• Retail Operations Function Support: Provide analytical support across five functions, understanding KPIs and maintaining tracking tools to flag anomalies.
• Ad-Hoc Project Driver: Lead cross-functional projects delivering measurable value and impact across the Business Unit.

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.

Unlock job insights

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Launched in 2012, Lazada Group has grown to become the leading online shopping and selling destination in Southeast Asia. The company has about 5,500 employees in the region, with operations in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam, and a team in Hong Kong that drives cross-border marketplace activities. Lazada also operates technology hubs in Ho Chi Minh City and in Moscow.

Lazada’s strong performance has earned the support of key investors such as Alibaba Group, Temasek Holdings and Rocket Internet.

We are searching for dynamic, entrepreneurial, broad-minded individuals to join us. Be part of the team that is steering the exciting eCommerce revolution in Southeast Asia!

Launched in 2012, Lazada Group has grown to become the leading online shopping and selling destination in Southeast Asia. The company has about 5,500 employees in the region, with operations in Indonesia, Malaysia, the Philippines, Singapore, Thailand and Vietnam, and a team in Hong Kong that drives cross-border marketplace activities. Lazada also operates technology hubs in Ho Chi Minh City and in Moscow.

Lazada’s strong performance has earned the support of key investors such as Alibaba Group, Temasek Holdings and Rocket Internet.

We are searching for dynamic, entrepreneurial, broad-minded individuals to join us. Be part of the team that is steering the exciting eCommerce revolution in Southeast Asia!

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