The Market Ops Lead is responsible for the overall delivery health of the Thailand market across operations for the Respective Markets to ensure service centre Adoption, develop strong relationships with each market division/brand team. Connect with key business executives and stakeholders involved in e-commerce service responsibilities. They will be a first point of escalation for conflicts/incidents for delivery hubs.

Primary Responsibilities include:

• Serve as the lead point of contact for management matters and partner with delivery location leadership to assess resolutions for the service centre teams

• Align delivery of services for respective markets based on the contractual staff alignment and scope

• Develop trusted advisor relationships with brand teams that actively work with the service centre teams

• Ensure the timely and successful delivery of services and are meetings the required KPIs agreed with the market

• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

• Manage service levels and KPIs across deliverables (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)

• Represent team to present Weekly/Monthly/Quarterly Reports for internal and external Stakeholders

• Assist with challenging client requests or issue escalations as needed

• Establishing working relationships with e-commerce vendor partners to deliver common goals for the client brand teams

• Understanding the key business drivers for the e-commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing/alignment

• Collaboration with internal and external stakeholders to achieve the desired share in each category

• Ensure adoption of services across all brands in the market and applicability of required tools/processes, i.e., Workflow Management

• Manage monthly forecasts and capacity planning

• Drive all process dissemination and overall adherence of the service centre teams

Skills and experience:

• 7-9 years of experience and understanding of various Ecomm channels used and available in Thailand market

• Preferred knowledge of the market nuances of FMCG clients using E-commerce platforms

• Fluency in both English and Thai language

• Knowledge of Content Management Systems (CMS) or Web Content Management Systems (WCM or WCMS), Market places, and E-Retailer platforms

• Working knowledge of Microsoft tools

• Excellent communication skills, Client Service Management, Risk & Issues Handling, Working in Diverse located teams

• Strong Interpersonal and communication skills, including the ability to interact effectively with internal and external team

• Ability to work independently with minimal supervision as a self-starter and chase down people/teams to achieve closure when required.

• An organized and planned approach to work with the ability to move things swiftly despite several dependencies. Appreciation of the need for documentation.

• Able to Interact with Client Teams, Different Client Partners that support the Services offered

• Project Management and Account Manager Experience preferred

• Ability to work at Client Locations where applicable and partner with teams across different Service locations

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