E-Commerce Business Manager

ZAAG Holding Sdn Bhd

Kuala Lumpur

On-site

MYR 89,000 - 167,000

Full time

6 days ago

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Benefits offered by this job

Annual Bonus

Flexible Working Hours

Employee Discount on Premium Jewelry

Festive Benefits

Job summary

Jora Malaysia is seeking an experienced E-commerce Operations Manager to lead our online business across TikTok Shop and Shopee Malaysia. You will oversee store operations, product strategy, affiliate management, livestream support, and data-driven performance analysis.

The role requires managing campaigns, optimizing listings, and driving GMV while ensuring top-tier customer service and brand presentation.

Qualifications

At least 1 year of experience managing TikTok Shop or other e-commerce platforms in Southeast Asia (Malaysia market preferred).
Experience managing TikTok Shop is required.
Fluent in English; Mandarin-speaking candidates preferred.

Responsibilities

Manage the daily operations of TikTok Shop and Shopee Malaysia.
Source and manage product categories including jewelry and accessories; plan pricing and inventory.
Plan and execute platform campaigns and collaborate with affiliates, KOLs, and MCN agencies.
Monitor KPIs (GMV, conversion, traffic, AOV, repeat purchases) and prepare weekly/monthly reports.
Handle after-sales support, returns, refunds, and customer service SOPs.

Skills

TikTok Shop

Shopee/Lazada

English

Mandarin

Bahasa Malaysia

Campaign planning

Leadership

Tools

TikTok Seller Center

TikTok Ads Manager

Shopee/Malaysia Platform

Job description

Jora Malaysia will close on 16th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

Salary:RM8,000 – RM15,000 per month(Basic Salary + Performance-Based Commission)

We are looking for an experienced and results-driven E-commerce Operations Manager to lead and grow our online business across TikTok Shop and Shopee Malaysia. This role is responsible for store operations, product strategy, affiliate management, livestream support, campaign planning, customer service, and performance analysis.

If you are passionate about e-commerce, data-driven, and enjoy building high-performing online stores, we'd love to hear from you.

Minimum Qualifications

At least 1 year of experience managing TikTok Shop or other e-commerce platforms in Southeast Asia (Malaysia market preferred).
Experience managing TikTok Shop is required.
Experience with Shopee or Lazada is an added advantage.
Familiar with TikTok Seller Center, TikTok Ads Manager, TikTok Affiliate, and e-commerce platform operations.
Fluent in English.
Mandarin-speaking candidates are preferred.
Proficiency in Bahasa Malaysia is an advantage.
Able to work according to Malaysian business hours, including campaign periods.

Preferred Qualifications

Candidates with any of the following will have an advantage:

Experience in jewelry, luxury goods, fashion accessories, beauty, or lifestyle products.
Experience managing both e-commerce operations and customer service.
Experience launching and growing a store from 0–1 with proven results.
Existing network of Malaysian affiliates or content creators.

Soft Skills

Strong leadership and communication skills.
Strong analytical and problem-solving abilities.
Highly organized with excellent execution skills.
Results-driven and responsible for achieving business goals.
Able to perform under pressure during campaign periods.
Positive attitude with a proactive mindset.

Application Requirements

Please include the following in your application:

Resume/CV
Previous e-commerce stores managed
GMV or sales performance data (if available)
Portfolio or achievements related to store growth (preferred)
Proof of English proficiency (if available)

Responsibility

1. E-commerce Store Operations (70%)

Daily Store Management

Manage the daily operations of TikTok Shop and Shopee Malaysia.
Optimize product listings, titles, images, descriptions, and inventory.
Maintain store branding and visual merchandising with a premium minimalist aesthetic.
Ensure store health by monitoring ratings, disputes, prohibited content, and intellectual property compliance.

Product & Merchandising

Source and manage product categories including gold-plated zircon jewelry, moissanite silver jewelry, and natural crystal accessories.
Conduct market research, competitor analysis, and identify trending products.
Develop pricing strategies, profit margin analysis, and campaign participation plans.
Coordinate closely with suppliers on stock replenishment, SKU management, and inventory planning.

Traffic Growth & Marketing

Plan and execute short-form video marketing strategies together with the creative team.
Support livestream operations, including product sequencing, product listings, and TikTok Ads / GMV Max campaigns.
Manage collaborations with affiliates, KOLs, KOCs, creators, and MCN agencies.
Develop strategies to increase traffic, conversion rates, and GMV.

Data Analysis & Performance Review

Monitor key KPIs including GMV, conversion rate, traffic, average order value (AOV), and repeat purchase rate.
Prepare weekly and monthly reports, campaign reviews, and performance analysis.
Analyze competitors and identify trends within the Malaysian e-commerce market.

Campaign Planning

Plan and execute major platform campaigns such as Ramadan, Payday, 9.9, 10.10, 11.11, 12.12, and other promotional events.
Plan promotional activities including vouchers, bundle deals, flash sales, and platform campaigns.

2. Customer Service Management (30%)

After-sales Support

Handle returns, exchanges, and refund requests.
Monitor shipment status and resolve logistics-related issues.
Handle customer complaints and negative reviews professionally.
Encourage customer reviews and maintain excellent store ratings.

Customer Service Operations

Develop and maintain customer service SOPs, FAQs, and response templates.
Improve response time and customer satisfaction.
Monitor weekly customer service KPIs, including inquiry conversion and dispute rates.

Benefits