eCommerce Operations Senior Manager

The COMO Group represents an integrated approach to living well, grounded in a celebration of diversity and a deep respect for authenticity. The Group's businesses extend across hospitality (COMO Hotels and Resorts), fashion (Club21, Kids21, Dover Street Market Singapore), wellness (COMO Shambhala), organic living and specialty foods (COMO Dempsey, Culina and SuperNature) and philanthropy (COMO Foundation)

Job Summary

The Senior Manager of eCommerce Operations will be responsible for managing all eCommerce operations, online strategy & planning, content strategy & development, customer service, inventory management, logistics & order fulfilment, and general website management.

Responsibilities:

Commercial Performance and Growth

• Manage and grow performance across e-commerce platforms including campaign negotiations, pricing strategies, and platform relationships.
• Develop and execute e-commerce growth plans, sales targets, promotional calendars and channel strategies for Shopee, Lazada, TikTok Shop, etc
• Proactively develop new growth opportunities through platform partnerships, collaborations, exclusives, livestreaming, affiliates, creator commerce and other initiatives.
• Plan, manage and optimize advertising budgets across marketplace ads , track ROAS, conversion rates, customer acquisition cost and profitability
• Launch and evaluate new marketing campaigns with support from customer insights to stimulate brand awareness, traffic and revenue growth in a multi label and channel business

Market, Competitor and Consumer Insights

• Stay ahead of market, consumer, competitor and platform trends to identify opportunities for the business.
• Monitor competitors, marketplace trends and consumer insights; test new offers, bundles and growth opportunities
• Stay updated with industry trends and competitor activities to maintain a competitive edge.

Store, Website and Digital Experience

• Take ownership of day-to-day store operations, including product listings, pricing, merchandising, promotions and customer experience
• Analyzing and reporting on conversion and journey optimisation with regards to UX, online analytics, digital acquisition , customer journeys, A/B testing.
• Overlook and provide support for digital marketing and user engagement campaigns/content optimization effort
• Collaborate with marketing, merchandising, and other relevant teams to improve sales, product listings, content, and website functionality.
• Prepare plans for multi country site management and coordination with agencies to prepare website project management plans.

Order Fulfilment and Operations

• Management of eCommerce operations in coordination with the departments of Retail, Logistics, Supply Chain and Inventory Planning. Focused on optimizing day-to-day order fulfilment to ensure timely and efficient order processing
• Responsible for master data, process flow and alignment to ensure products are launched accurately and timely
• Review and monitor operational SLAs and agree on actions for improvement. This can range from account registration to checkout pages.

Customer Service

• Lead the e-commerce customer service team (both local and overseas) to ensure service excellence and process efficiency across all platforms.
• Serve as a senior point of escalation for complex customer issues, demonstrating exceptional problem-solving and conflict resolution skills.

Vendor and Partner Management

• Manage third-party vendors and platform partners, including contracts, performance monitoring, and solution implementation.

Strategy and Continuous Improvement

• Identify and implement new technologies, tools, and strategies to enhance e-commerce operations.
• Translate high-level business objectives into actionable customer service plans, defining deliverables and requirements for strategic projects.

Requirements:

• Bachelor's degree in Business, Marketing, E-commerce, or a related field is preferred.
• Minimum 6 years of relevant experience and 3 years in a managerial or leadership role.
• Strong working knowledge of e-commerce platforms, digital marketing, and marketplace operations (e.g. Lazada, Shopee, TikTok Shop).
• Excellent communication, project management, and cross-functional stakeholder management skills.
• Experience in omnichannel strategies and online-to-offline (O2O) integration within direct-to-consumer businesses is a strong advantage.
• Highly adaptable, proactive, and collaborative, with a strong sense of ownership and accountability.