Ecommerce Manager  

E-Commerce Manager – Job Description

Position Overview

The E-Commerce Manager is responsible for overseeing and growing all online selling platforms of the company: Lazada, Shopee, TikTok Shop, Shopify website, and Facebook Marketplace/Ads. This role ensures smooth daily operations, revenue growth, product accuracy, campaign execution, data analysis, and cross-team coordination with marketing, logistics, customer service, and production.

The manager is expected to be highly analytical, organized, strategic, and capable of leading a small team of uploaders, live sellers, customer service staff, and content creators.

Key Responsibilities

1. Platform Management & Daily Operations

• Manage store operations across Lazada, Shopee, TikTok Shop, Shopify, and Facebook.
• Ensure accurate listings, pricing, variations, inventory, and descriptions.
• Oversee order processing, cancellations, returns, and customer concerns.
• Coordinate with Logistics for dispatch and with Production for stock levels.
• Monitor ratings, chat response rate, and seller score requirements.

2. Campaign & Promotion Execution

• Plan and execute monthly campaigns (9.9, 10.10, 11.11, 12.12, payday sales, etc.).
• Upload vouchers, bundles, product sets, flash deals, and platform-suggested promos.
• Build campaign calendars for each platform.
• Coordinate with Marketing for hero banners, ad creatives, and product highlights.

3. Inventory & Product Management

• Monitor fast-moving and slow-moving SKUs.
• Create bundles, upsells, and cross-sells.
• Ensure proper stock allocation per platform.
• Work closely with Warehouse and Production for replenishment.
• Track delays, out-of-stock issues, and forecast inventory needs.

4. Performance Monitoring & Optimization

• Track and analyze:
• Conversion rates
• Page visits & CTR
• Sales per SKU
• CPC, CPM (for ads)
• Product ranking
• Fulfillment performance
• Identify low conversion listings and optimize title, photos, pricing, and content.
• Use platform tools (Business Advisor, Lazada Ads, Shopee MyAds, TikTok Ads) to improve visibility.

5. Paid Ads & Marketing Coordination

• Work with the Marketing team to:
• Launch and monitor TikTok Ads, Meta Ads, and platform ads
• Develop content for livestreams
• Create optimized product photos and videos
• Review ad performance and recommend adjustments to improve ROI.

6. Livestream Strategy & Management

• Coordinate with live sellers for schedules, scripts, top SKUs, and promos.
• Ensure live assets (price lists, product cards, vouchers) are ready.
• Review live performance metrics and adjust strategies weekly.

7. Customer Experience & After-Sales

• Oversee chat support team to ensure fast and professional responses.
• Resolve escalations, disputes, and customer feedback issues.
• Reduce returns, cancellations, and failed deliveries.
• Maintain high store health for all platforms.

8. Data Reporting & Analysis

• Submit weekly and monthly reports including:
• Total sales per platform
• Best & worst selling products
• Ad spend vs revenue
• Inventory status
• Cancellations and reasons
• Return/refund analysis
• Use insights to recommend pricing changes, product development, and campaigns.

9. Team Leadership

• Lead a team of platform specialists, content assistants, live sellers, and chat support.
• Train staff on platform updates, SOPs, customer handling, and product knowledge.
• Implement accountability, daily checklists, and performance metrics.

Qualifications

• Educational Background
• Bachelor’s degree in Marketing, Business, Communications, Entrepreneurship, or related courses.
• (Optional but preferred) Certifications in digital marketing or ecommerce operations.

Work Experience

• At least 2–3 years of experience managing e-commerce stores on Lazada, Shopee, TikTok, or Shopify.
• Experience in online furniture, home goods, appliances, lifestyle products, or similar categories is a strong advantage.
• Familiarity with Meta Ads, TikTok Ads, and platform ad dashboards.

Technical Skills

Proficient in:

• Lazada Seller Center
• Shopee Seller Center
• TikTok Seller Center
• Shopify Admin Dashboard
• Facebook Business Suite
• Excel/Google Sheets for reporting
• Ability to analyze data, create pricing strategies, and perform keyword optimization.
• Basic knowledge in photo/video editing (Canva/CapCut) is an advantage.

Core Competencies

• Strong analytical and problem-solving skills.
• High attention to detail and accuracy.
• Strong communication skills (written and verbal).
• Ability to manage multiple platforms and projects simultaneously.
• Leadership skills and team coordination.
• Ability to work under pressure and meet deadlines.

Behavioral Qualities

Accountable — takes ownership of operations and results.

• Organized — systematic with SOPs, schedules, and reporting.
• Solutions-Oriented — quickly resolves platform and customer issues.
• Data-Driven — makes decisions backed by metrics.
• Fast Learner — adapts to platform changes and new tools quickly.
• Team-Oriented — supports and guides the ecommerce team.

KPIs (Key Performance Indicators)

• Sales growth per platform
• Conversion rate improvement
• Order fulfillment accuracy
• On-time campaign execution
• Reduction in cancellations/returns
• Live selling performance metrics
• Customer satisfaction & chat response rate
• Ad spend ROI
• Fast-moving vs slow-moving SKU management
• Accuracy of inventory and listings