E-commerce Operation SPV

About the role

Manage and ensure sales operational processes run according to SOP. Act as the operational point of contact for CRM, Customer Service, and Sales Admin functions, overseeing performance and productivity across these teams.

Key responsibilities

• Manage and ensure sales operational process runs according to SOP

• Act as PIC operational for CRM, CS, and Sales Admin

• Monitor performance and productivity of CS/Admin teams

• Ensure all customer inquiries, orders, follow-ups, and complaints are handled according to SLA

• Manage and maintain customer database to ensure it is organized and up-to-date

• Coordinate with CRM to execute customer segmentation, follow-up, retention, and reactivation

• Monitor sales funnel and leakage from inquiry through order, payment, fulfillment, and repeat purchase

• Identify bottlenecks in sales processes and provide improvement recommendations

• Create and maintain SOP for CS, admin, order processing, complaint handling, and customer follow-up

• Monitor order issues including pending payment, cancellation, return, refund, and order discrepancy

About you

• Minimum 2–3 years experience in Sales Operations, E-commerce Operations, CRM Operations, Customer Service Operations, or similar role

• Understanding of sales funnel and customer journey

• Experience managing or working closely with CS and Sales Admin

• Understanding of basic CRM and customer database management

• Experience monitoring KPI and creating operational reporting

• Strong in Excel/Google Sheets, including Pivot Table, SUMIF/SUMIFS, VLOOKUP/XLOOKUP, and basic data analysis

• Strong problem solving and process improvement capabilities

• Detail-oriented with sense of urgency

• Able to perform cross-functional coordination

• Able to create and implement SOP