Senior E-Commerce Specialist

E-Commerce Specialist Role Summary

We are looking for a detail-oriented, analytical, and commercially-minded E-Commerce Specialist to manage and optimize our online marketplace operations. You will be responsible for the end-to-end management of our e-commerce stores, including marketplace operations, product listings, campaign and promotional activities, pricing, inventory coordination, performance analysis, and customer experience. The ideal candidate is able to ensure that all marketplace stores are well-managed, products are presented effectively, campaigns are executed properly, and business decisions are supported by accurate and actionable data.

Key Responsibilities

1. Marketplace Management

• Manage the day-to-day operations of marketplaces such as Shopee, Tokopedia, Lazada, TikTok Shop, and other relevant platforms.
• Ensure product information, pricing, stock availability, vouchers, promotions, and store information are accurate and up to date.
• Maintain and optimize the overall store appearance to ensure a professional, informative, and user-friendly shopping experience.
• Monitor store ratings, reviews, chat response rates, cancellations, and overall customer experience.
• Ensure all marketplace activities comply with each platform's policies and requirements.

1. Campaign & Promotion Management

• Plan and execute marketplace campaign calendars, including Double Date campaigns (9.9, 10.10, 11.11, 12.12), Payday campaigns, seasonal campaigns, and other marketplace promotional events.
• Manage campaign requirements such as vouchers, discounts, bundles, free gifts, flash sales, and other promotional mechanics.
• Ensure all campaign materials and settings are prepared and implemented accurately and on time.
• Evaluate campaign performance and provide recommendations for future promotional activities.
• Coordinate with marketplace account managers regarding campaign opportunities, platform programs, and promotional support.

1. Product Listing & Store Optimization

• Optimize product titles, descriptions, thumbnails, product images, variations, and product positioning.
• Ensure every product listing contains complete, accurate, clear, and compelling information.
• Optimize product pages to improve product visibility, click-through rate, and conversion organically.
• Evaluate and test product thumbnails, pricing, bundles, product positioning, and product information.
• Ensure new products are properly launched and listed across relevant marketplaces.
• Conduct competitor analysis covering pricing, promotions, product presentation, and positioning.

1. Pricing & Promotion Analysis

• Monitor product pricing and competitor pricing on a regular basis.
• Provide recommendations regarding pricing, discounts, bundles, vouchers, and promotional mechanics.
• Analyze the impact of promotional activities on orders, conversion rate, AOV, and profitability.
• Ensure promotional strategies remain aligned with product margins and commercial considerations.
• Evaluate the effectiveness of discounts and promotional activities.

1. Sales & Performance Analysis

• Prepare daily, weekly, and monthly e-commerce performance reports.
• Monitor key performance indicators such as:
• Sales Revenue
• Orders
• AOV
• Traffic
• Product Views
• Conversion Rate
• Add to Cart
• Cancellation Rate
• Return Rate
• Analyze performance by product, marketplace, campaign, and period.
• Identify high-performing and underperforming products.
• Translate data into actionable insights and recommendations.
• Provide management with clear analysis of marketplace performance and business trends.

1. Inventory & Stock Coordination

• Monitor product stock availability across all marketplaces.
• Coordinate with warehouse and purchasing teams regarding inventory requirements.
• Support stock forecasting based on historical sales data and upcoming campaigns.
• Ensure sufficient stock availability ahead of major marketplace campaigns.
• Identify slow-moving products and provide recommendations for appropriate actions.
• Monitor products with expiration dates, particularly for skincare and FMCG products.

1. Customer Experience

• Monitor store ratings, customer reviews, chat response rates, cancellations, returns, and customer complaints.
• Identify issues that may negatively impact the customer shopping experience.
• Coordinate with Customer Service, Warehouse, and Logistics teams to resolve customer-related issues.
• Analyze customer feedback and reviews to identify opportunities for product and service improvements.
• Ensure customers receive a consistent and positive shopping experience across all marketplaces.

1. Marketplace & Competitor Research

• Monitor marketplace developments, new features, trends, and platform policy changes.
• Conduct regular competitor monitoring and analysis.
• Compare competitor pricing, promotions, bundles, product assortment, reviews, and positioning.
• Identify relevant market trends and new opportunities that can be applied to the company's marketplace strategy.
• Provide recommendations based on market and competitor research.

Requirements

• Male or Female, minimum Diploma/Bachelor's degree in Marketing, Business, Management, Economics, or a related field.
• Minimum 3 years of experience in e-commerce or marketplace management.
• Hands-on experience managing at least 2 major marketplaces, such as Shopee, Tokopedia, Lazada, or TikTok Shop.
• Experience in beauty, skincare, FMCG, or consumer goods is highly preferred.
• Good understanding of marketplace ecosystems, including campaigns, vouchers, flash sales, bundles, and promotional mechanics.
• Strong analytical skills and proficiency in Microsoft Excel / Google Sheets.
• Understanding of key e-commerce metrics such as sales revenue, orders, AOV, traffic, CTR, conversion rate, cancellation rate, and return rate.
• Basic understanding of pricing, margin, COGS, discounts, and promotional ROI.
• Ability to interpret data and turn it into clear insights and actionable recommendations.
• Strong communication and coordination skills with both internal teams and marketplace representatives.
• Detail-oriented, proactive, accountable, and strong in problem-solving.
• Able to work in a fast-paced environment and manage multiple marketplaces simultaneously.
• Good English communication skills, both written and spoken, are a plus.

Preferred Skills

• Experience using Shopee Seller Centre, TikTok Shop Seller Centre, Tokopedia Seller, or other marketplace dashboards.
• Good understanding of marketplace campaign and promotional tools.
• Strong Excel/Google Sheets skills, including formulas and data analysis.
• Experience in competitor analysis, pricing analysis, campaign evaluation, and sales forecasting.
• Understanding of e-commerce merchandising and storefront presentation is a plus.

Skills: Marketing Communications, Content Strategy, Market Research, Digital Marketing, Social Media, B2B Marketing, Marketing Strategy, Content Marketing