E-Commerce Operation Leader

Description

Role Objective

Ensure seamless, on-time delivery for all Decathlon orders across Web, Lazada, and Shopee by optimizing fulfillment processes and collaborating with cross-functional partners to deliver an excellent customer experience.

Core Responsibilities

• Fulfillment & Strategy: Design and scale the operational infrastructure to meet sales forecasts over the next 6–24 months; partner with Tech to ensure the right tools are in place.
• Operational Excellence: Set and manage KPIs for warehouse teams and vendors, ensuring order processing meets speed and quality standards that outperform competitors.
• Last Mile & Transport: Manage third-party courier relationships through regular performance reviews and lead delivery innovations to add value for customers.
• Insights & Analysis: Audit the end-to-end customer journey (from pick-and-pack to delivery) to identify bottlenecks and implement data-driven improvements.
• Cost Management: Drive cost optimization across packaging, manpower, and shipping while ensuring the operation remains scalable.

Profile

Requirements

• Language: good command of English, written and spoken.
• Experience working with customer service, logistics and delivery
• Detail-oriented with strong organisational skills
• Demonstrated ability to manage and build great relationships with both internal and external stakeholders
• Demonstrated ability to work in a fast-paced, “self-starter” environment
• Strong problem solving and troubleshooting skills
• Based in HQ in Decathlon NU Sentral, KL