SBS Lead Shop Management (Scommerce)

• 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

• 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.