E-commerce Operations Manager

ZAAG Holding Sdn Bhd

Kuala Lumpur

On-site

MYR 89,000 - 167,000

Full time

4 days ago

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Benefits offered by this job

Competitive Salary Package

Performance-Based Commission

Flexible Working Hours

Employee Discount on Premium Jewelry

Festive Benefits

Annual Leave

Career Growth Opportunities

Equity Incentive for Outstanding Per…

Job summary

ZAAG Holding Sdn Bhd is seeking an experienced E-commerce Operations Manager in Malaysia to lead and expand our online store presence on TikTok Shop and Shopee Malaysia. You will manage daily operations, optimize listings, and collaborate with suppliers to ensure smooth stock and pricing strategies.

You will also drive traffic, campaigns, livestream support, and affiliate partnerships, while maintaining high store health and customer satisfaction across campaigns in Malaysia.

Qualifications

At least 1 year of experience managing TikTok Shop or other Southeast Asia e-commerce platforms (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.
Chinese-speaking candidates are preferred.
Proficiency in Bahasa Malaysia is an advantage.
Able to work according to Malaysian business hours, including campaign periods.

Responsibilities

E-commerce Store Operations (70%): Daily store management 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 IP compliance.
Product & Merchandising: Source and manage product categories including jewelry and accessories.
Conduct market research, competitor analysis, and identify trending products.
Develop pricing strategies, margin analysis, and campaign participation plans.
Coordinate with suppliers on stock replenishment, SKU management, and inventory planning.
Traffic Growth & Marketing: Plan and execute short‑form video marketing with the creative team.
Support livestream operations and TikTok Ads / GMV Max campaigns.
Manage collaborations with affiliates, KOLs, content creators, and MCN agencies.
Develop strategies to increase traffic, conversion, and GMV.
Data Analysis & Performance Review: Monitor KPIs like GMV, conversion rate, traffic, AOV, repeat purchases.
Prepare weekly and monthly reports, reviews and analyses.
Analyze competitors and trends in the Malaysian market.
Campaign Planning: Plan and execute Ramadan, Payday, 9.9, 10.10, 11.11, 12.12 campaigns and promos.
Customer Service Management (30%): After‑sales support for returns, exchanges, refunds.
Monitor shipment status and resolve logistics issues.
Handle customer complaints and reviews professionally.
Encourage customer reviews and maintain store ratings.
Develop and maintain customer service SOPs, FAQs, and response templates.
Improve response times and customer satisfaction.
Monitor weekly customer service KPIs.

Skills

TikTok Shop management

Shopee/Lazada experience

English fluency

Leadership

Campaign planning

Data analysis

Tools

TikTok Seller Center

TikTok Ads Manager

E-commerce platforms

Job description

Jora Malaysia will close on 9th 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.
Chinese-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.

Benefits

Competitive Salary Package
Performance-Based Commission
Flexible Working Hours
Employee Discount on Premium Jewelry
Festive Benefits
Annual Leave
Career Growth Opportunities
Equity Incentive for Outstanding Performers

Benefits

Annual Leave
Medical and Hospitalisation Leave
EPF
SOCSO
EIS
Annual Bonus
Performance Bonus
Company Trip
5 Working Days

Job Responsibilities

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 include 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.