Assistant Manager, E-Commerce

Position Summary

The Assistant Manager, E-Commerce is responsible for developing and executing business plans with assigned key accounts to achieve sales targets and profits. This role involves managing end-to-end key account projects and operational needs under the supervision of N+1, identifying opportunities and gaps through an understanding of channel and account dynamics, and ensuring the delivery of sales volume, distribution, and in-store fundamentals with the assigned accounts. Additionally, he/she will oversee marketplace sales performance, manage official stores via e-enabler and other marketplace sellers, drive online sales, improve user experience, and ensure customer satisfaction.

Key Responsibilities:

• Coordinate and implement the eCommerce activities in accordance with the annual eCommerce plan, including promotion planning, execution, monitoring, and KPI performance analysis.
• Manage e-Retailers/e-enabler and coordinate with relevant stakeholders to ensure professional delivery.
• Proactively ensure monthly sales targets are met, with high accountability for accounts.
• Collaborate effectively with the marketing team to deliver media plans in key online accounts, track and analyze campaigns to ensure optimization.
• Enhance the Perfect Online Store experience for our consumers.
• Monitor and review market activities, consolidate and share learnings with the team.

You will play an essential role to:

1)Ecommerce accounts/customers relationship management

• Lead and develop annual Joint Business Plans for strategic eCommerce customers.
• Work closely and establish strong partnership with marketplace players and e-enabler.
• Monitors performance against the budget and tracks sales performance.

2)Sales and Marketing

• Develop and execute ecommerce strategies to drive online sales and traffic.
• Work with marketing team for the offsite and onsite digital marketing solutions to increase visibility and sales.
• Coordinate and implement the eCommerce activities in accordance to the annual eCommerce plan - promotion planning, execution, monitoring, KPI performance analysis.

3)Product Management

• Oversee product listings, ensuring accurate descriptions, pricing, and images.
• Monitor inventory levels and coordinate with the supply chain team to prevent stockouts.
• Analyze sales data to identify trends and make data-driven decisions.

4)Customer Experience

• Ensure a seamless and positive shopping experience for customers.
• Work with e-enabler to implement and monitor customer service processes, including handling complaints and returns.
• Analyze customer feedback and make improvements based on insights.

5)Analytics and Reporting

• Track and report on key e-commerce metrics (e.g., conversion rates, traffic, average order value).
• Conduct regular performance reviews and provide actionable insights.
• Use analytics tools to understand customer behavior and optimize the e-commerce platform.

6)Cross Function Engagement & Co-ordination

• Work closely with the marketing to align ecommerce activities with overall business goals.
• Collaborates with the brand teams to introduce e-marketing initiatives and new ideas on the eCommerce platform.
• Partner with demand planning and e-enabler on forecast planning to ensure customer service levels/targets are met/exceeded.
• Lead online sales agenda in internal cross-functional forums.

7)Trade Spend Management

• Maximize Trade investment returns and invest strategically to drive higher ROI.
• Process and submit the customers’ invoices timely.
• Monitor and control the expenses to meet budget guidelines.

8)Negotiation and Contract Management

• Negotiate terms, pricing, and contracts with key accounts.
• Ensure agreements are aligned with company policies and profitability targets.
• Handle contract renewals and amendments.

9)Problem Solving and Conflict Resolution

• Address any issues or concerns raised by customers promptly.
• Mediate conflicts and ensure satisfactory resolution for both parties.
• Implement solutions that prevent future issues.

10) Undertake and manage ad hoc projects as assigned by your superior, ensuring their timely and successful completion.

To be successful in this role, you will need to have:

• Possess a business degree or related field or study
• Minimum 2 years of relevant experience in eCommerce key account management (e.g. Shopee, Lazada, Redmart)
• Possess organizational skills with fine negotiating skills
• Possess excellent interpersonal, communication & analytical skills
• Displays passion in eCommerce, marketing and consumer goods industry and demonstrates good commercial awareness and acumen (sales budgeting, negotiating)