E-COMMERCE OPERATIONS MANAGER

1) Leadership and Oversight of Back-End Operations

i. Oversee back-end operations related to the timely sorting, processing, and shipping of member packages, ensuring all shipments meet the expected delivery timelines.

ii. Monitor the shipping process from origin to final delivery, ensuring any delays, missing packages, or damage are escalated and resolved promptly.

iii. Serve as the primary point of contact for escalated back-end issues, working closely with the logistics, transport, and shipping teams to ensure smooth operations.

iv. Collaborate with the E-Commerce Lead to ensure efficient shipping and sorting processes are in place, reducing bottlenecks and improving operational flow.

2) Shipping Process and Monitoring

i. Track and oversee all shipping activities, ensuring that member packages are processed efficiently and that any issues (delayed, lost, or damaged packages) are resolved quickly.

ii. Ensure the back-end team provides timely shipment updates in the system, and that follow-ups on Buy For Me (BFM) requests are completed on time

3) Customer Service and Member Relations

i. Ensure front-end teams provide exceptional customer service through all communication channels, including phone calls, emails, and social media platforms such as WhatsApp, Instagram, Twitter, and Facebook.

ii. Oversee the management of  systems, ensuring they are used effectively by the front-end team to handle customer queries and manage daily operations.

iii. Monitor response times to ensure member queries are answered promptly and in line with set operational standards.

iv. Manage escalated customer issues, such as delayed shipments, lost or damaged packages, and ensure timely follow-up and resolution to maintain high levels of member satisfaction.

v. Work with the front-end team to develop customer service strategies that promote a positive brand image and strengthen client relationships.

vi. Provide ongoing training to front-end staff on customer service best practices, system usage (Bitrix and 3CX), and new tools to ensure excellent service delivery.

vii. Develop strategies to enhance client retention and loyalty, focusing on personalized communication, quick problem resolution, and client engagement on social media platforms.

4) Cross-Functional Collaboration

i. Foster strong collaboration with other departments, to ensure smooth operations and effective communication regarding package processing and shipments.

ii. Serve as the key liaison between front-end and back-end teams, ensuring that both sides are aligned and working together to provide seamless service to members.

iii. Ensure timely communication between the E-Commerce department and other relevant teams, updating them on escalated cases, shipment delays, and any other cross-departmental issues that may impact service delivery.

5) Team Leadership

i. Lead, mentor, and develop the E-Commerce team, providing regular feedback and guidance to ensure high performance and continuous improvement.

ii. Oversee regular and quarterly performance assessments to evaluate individual and team performance against predefined KPIs and targets.

iii. Identify skill gaps within the team and collaborate with HR to organize training sessions to address them.

iv. Work with HR to identify staffing needs and lead the recruitment of new employees for both front-end and back-end operations.

v. Ensure the proper onboarding of new team members, with role-specific training and guidance on company processes, customer service, and system usage 

vi. Oversee work schedules and shifts to ensure optimal coverage across the E-Commerce department, adapting to changing priorities.

6) Performance Reporting and Management Communication

i. Regularly generate and analyze reports on key performance metrics, such as shipping accuracy, customer service response times, and client retention rates.

ii. Provide the Country Manager and management with detailed reports, including:

a) Shipping Performance Reports: Tracking on-time deliveries, escalated shipping issues (lost, damaged, missing items), and resolutions.

b) Customer Service Reports: Detailing response times, customer satisfaction levels, and service performance based on Bitrix and 3CX data as well as google reviews and Customer feedback surveys

c) Back-End Operations Reports: Summarizing sorting process efficiency, shipping bottlenecks, and overall operational performance.

d) Escalation Reports: Documenting escalated member queries, particularly those involving shipping or damaged/lost packages, and their resolution timelines.

iii. Ensure all reports are accurate, timely, and provide actionable insights to support decision-making and improve E-Commerce operations

7) Process Improvement and Operational Efficiency

i. Lead Kaizen projects to identify and implement operational improvements within the E-Commerce department, particularly focused on reducing delays and enhancing shipping and customer service processes.

ii. Monitor the progress of active process improvement projects, ensuring deadlines are met, and that any barriers are addressed swiftly.

iii. Provide training on new processes and tools to both front-end and back-end teams, ensuring smooth adoption and operational efficiency.

iv. Ensure that all process changes, project plans, and documents accurately reflect current operations and are updated regularly.

v. Collaborate closely with the Business Process Solutions (BPS) department to analyze existing workflows and identify opportunities for process automation, streamlining, and enhanced efficiency.

vi. Work with BPS to implement process optimization initiatives that enhance both front-end and back-end operations, ensuring that all process changes are communicated effectively to the relevant teams.

Qualifications:

i. Bachelor's degree in Business Administration, E-Commerce, Logistics, or related field.

ii. Minimum of 3 years of experience in E-Commerce operations, logistics, or supply chain management.

iii. Experience working in a logistics firm is an advantage.

iv. Strong knowledge of E-Commerce platforms, customer service systems, and logistics operations.

v. Proficiency in Bitrix and 3CX platforms, or similar systems.

vi. Excellent leadership, team management, and interpersonal skills.

vii. Strong analytical and problem-solving skills.

viii. Ability to work cross-functionally with multiple teams.

ix. Exceptional communication skills, both verbal and written.

x. Ability to manage high-pressure situations and resolve issues efficiently.

xi. Experience with Kaizen and process improvement methodologies is a plus.

NOTE: KINDLY INDICATE SALARY EXPECTATION ON THE COVER LETTER