SBS Lead Shop Management (Scommerce)

Lead SBS Shop management is responsible for leading end-to-end SBS shop operations to ensure operational excellence, seamless order fulfillment, and an outstanding customer experience. This role oversees shop operations, managing team performance, logistics, product and campaign readiness, order management, and pre/post-sales processes to achieve business objectives while driving continuous process improvements and operational

Responsibilities

• Lead Shop Operations: Drive end-to-end shop operations, including onboarding/offboarding, shop compliance, penalties, settings, and process optimization.
• Lead Logistics Performance: Own logistics performance, including DTS, ASF/ESF governance, shipping fee claims, and logistics cost optimization.
• Own Product & Campaign Operations: Oversee product listing quality, campaign configuration, and operational readiness to ensure seamless execution.
• Drive Order Excellence: Lead order performance by monitoring B2B operations, cancellations, campaign run rates, and fulfillment KPIs, implementing corrective actions when required.
• Lead Escalation Management: Independently manage complex brand and buyer escalations, partnering with cross-functional teams to deliver timely resolutions and improve customer experience.
• Optimize Customer Experience: Drive initiatives to improve product ratings, chat performance, voucher compensation, and overall service quality.
• Lead RTS & After-sales Operations: Oversee the Return to Seller (RTS) process, delivery tracking, and credit note management, ensuring operational efficiency and policy compliance.
• Drive Operational Improvement: Analyze business performance, identify operational risks and improvement opportunities, and lead cross-functional initiatives to enhance productivity and business outcomes.
• Performance Reporting & Stakeholder Management: Prepare strategic business insights, present operational performance to stakeholders, and recommend action plans to achieve business objectives.

Team Leadership and Management

• Effective Communication: Clearly articulate goals, expectations, and feedback to the team to ensure everyone is aligned and working towards a shared vision.
• Delegation & Empowerment: Skillfully delegate tasks to team members based on their strengths, providing them with the necessary resources and autonomy to succeed.
• Mentoring and Development: Act as a mentor, providing guidance and support to help team members grow professionally and meet their career goals.
• Conflict Resolution: Mediate and resolve conflicts among team members in a fair and constructive manner, fostering a positive and collaborative work environment.
• Performance and Coaching: Conduct regular check-ins and performance reviews, providing constructive feedback and coaching to motivate the team and drive high performance.
• Problem-Solving: Lead the team in identifying and solving complex challenges, encouraging critical thinking and collaborative solutions.
• Emotional Intelligence: Demonstrate empathy and self-awareness to understand and respond to the needs and concerns of your team members, building trust and strong working relationships.

Project & Initiatives:

• Proven ability to identify problems or inefficiencies in a process and independently propose, plan, and execute solutions without direct supervision. This includes proactively seeking opportunities to enhance workflow, improve seller/buyer satisfaction, or increase operational efficiency.
• Process Optimization: Streamlining existing workflows to reduce manual effort or errors.
• Tool Implementation: Researching, proposing, or implementing tools to automate tasks.
• Data Analysis: Using data to identify trends and create actionable insights that lead to improvements.
• Cross-Functional Collaboration: Leading or participating in projects that involve multiple departments to achieve a team goal.
• Collaborate with relevant teams to fulfill their specific project requirements, such as seasonal product selling and pre-order initiatives, to drive sales.
• Adhoc support if any

Requirements

• Minimum Bachelor's Degree in Business Administration, Supply Chain, Operations Management, Logistics or similar fields.

• 5 years of experience as Operations fields or above

• Experienced in team management, KPI setup, and initiative implementation
• Solid knowledge and understanding of purchasing processes, policies, and systems
• Great communication, negotiation and interpersonal skills
• Strong problem-solver and detail-oriented
• Proficiency in Microsoft Office suite.
• Strong in both English and Thai
• Ability to analyze data and make data-driven decisions.
• Ability to multitask and prioritize tasks effectively.
• Knowledge of warehouse management systems is a plus.