Senior E-Commerce Executive

Ominent Sdn.Bhd.; Selangor; On-site; MYR 60,000 - 90,000; Full time

Job summary

A leading e-commerce management firm in Malaysia is seeking a skilled individual to oversee online marketplaces such as Shopee, Lazada, and TikTok. The role involves managing product listings, pricing, and promotions while analyzing sales data for performance improvements. Candidates should have 3-5 years of experience in digital customer service and proficiency in CRM systems. This position aims to enhance the online customer experience and support strategic business initiatives.

Qualifications

• 3–5 years of experience managing online marketplaces and digital customer service.
• Experience with Lazada, Shopee, or similar e-commerce platforms preferred.
• Proficient in CRM systems and reporting tools.

Responsibilities

• Oversee online marketplaces ensuring accurate listings and pricing.
• Analyze sales data to recommend performance strategies.
• Manage customer support across online channels.
• Prepare weekly and monthly performance reports.
• Identify growth opportunities and support partnerships.

Skills

Online Marketplace Management

Digital Customer Service

Sales Analytics

Online Marketing

CRM Management

Strategic Thinking

Effective Communication

Proactive Mindset

Detail Orientation

Education

Bachelor's degree in Business, Marketing, E-Commerce, or related field

Tools

CRM systems

Reporting/Analytics tools

Job description

Oversee online marketplaces (Shopee, TikTok, Lazada, Webstore), ensuring accurate product listings, pricing, promotions, and inventory.

Analyze sales data, track trends, and recommend strategies to boost performance.

Improve operational workflows to enhance the online customer experience.

Manage customer support across all digital channels, including e-commerce chats, social media DMs, WebChat, and website leads.

Ensure timely follow-ups, accurate CRM records, and professional handling of inquiries, complaints, and returns/refunds.

Monitor reviews and maintain a positive brand reputation.

Reporting & Analytics

Prepare weekly and monthly reports on sales, leads, customer service, and reviews.

Provide insights to improve operations and sales.

Maintain accurate CRM and database records.

Strategic Initiatives & Partnerships

Identify growth opportunities and potential online partnerships.

Collaborate with teams to implement initiatives that drive sales and engagement.

EXPECTATIONS FROM THE ROLE

Drive growth and operational efficiency across all online platforms.

Maintain high standards of online customer service and brand representation.

Provide timely, accurate, and actionable performance insights.

Take ownership of e-commerce initiatives and demonstrate accountability.

Collaborate with cross-functional teams to achieve online business objectives.

KEY COMPETENCIES

Online Marketplace Management: Expertise in managing platforms like Shopee, Lazada, TikTok, and Webstore, including listings, pricing, promotions, and inventory.

Digital Customer Service & Lead Management: Handling online inquiries, complaints, returns, and follow-ups through e-commerce chats, social media, WebChat, and website leads.

Sales & Performance Analytics: Monitoring trends, analyzing sales data, and providing actionable insights to drive revenue and efficiency.

Online Marketing & Promotional Campaign Support: Collaborating on digital marketing initiatives to enhance engagement and sales.

CRM & Data Management: Maintaining accurate records to support operational decisions and reporting.

Analytical & Strategic Thinking: Ability to identify trends, solve problems, and recommend growth strategies.

Customer-Centric Mindset: Ensuring exceptional online customer experiences and brand representation.

Effective Communication & Collaboration: Working seamlessly with cross-functional teams and external partners.

Proactive & Self-Motivated: Taking initiative, driving projects independently, and owning results.

Accountability & Detail Orientation: Ensuring accuracy in listings, pricing, promotions, and operational workflows.

QUALIFICATIONS

Bachelor’s degree in Business, Marketing, E-Commerce, or a related field.

3–5 years of experience managing online marketplaces and digital customer service.

Preferred: Experience with Lazada, Shopee, or other e-commerce platforms.

Proficient in CRM systems, online marketplace management, and reporting/analytics tools.