Senior E-Commerce Executive

IGL Coatings; Shah Alam; On-site; MYR 150,000 - 200,000; Full time

Job summary

A leading e-commerce firm in Shah Alam is seeking an experienced E-Commerce Manager to oversee online marketplaces and enhance customer service. The role involves managing platforms like Shopee and Lazada, ensuring accurate listings, analyzing sales data, and maintaining customer support. Candidates should have a Bachelor's degree and 3-5 years of relevant experience. This position offers an opportunity to drive growth and operational efficiency across all online platforms.

Qualifications

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

Responsibilities

• Oversee online marketplaces, ensuring accurate product listings and pricing.
• Manage customer support across all digital channels.
• Prepare weekly and monthly reports on sales and customer service.

Skills

Online Marketplace Management

Digital Customer Service

Sales & Performance Analytics

Effective Communication

Education

Bachelor's degree in Business, Marketing, E-Commerce

Tools

CRM systems

Reporting/analytics tools

Job description

MAIN TASKS AND ACCOUNTABILITIES:

1.E-Commerce Management & Strategy

• 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.

2.Customer Service & Lead Management

• 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.

3.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.

4.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:

Functional 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.

Behavioural Competencies:

• 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.