eCommerce Fulfillment Performance Manager

About the role:

We are looking for a hands-on, data-driven eCommerce Fulfillment Performance Manager to oversee end-to-end outbound operations across Shopee, Lazada, and TikTok Shop. In this role, you will take ownership of marketplace fulfillment performance, work closely with third-party logistics (3PL) partners, and ensure our operations are ready to handle high-volume campaigns such as 9.9, 10.10, 11.11, and 12.12. You will also identify opportunities to improve efficiency, control fulfillment costs, and maintain strong marketplace performance.

Key responsibilities:

1. Marketplace Fulfillment & Performance Management
   • Oversee the end-to-end outbound process, from order processing and picking/packing to shipping label generation and carrier handover.
   • Monitor and improve key marketplace fulfillment metrics, including Lazada Fast Fulfilment Rate (FFR), Shopee Fast Handover Rate, and TikTok Shop Fast Dispatch Rate.
   • Proactively identify and resolve delayed, stuck, or on-hold orders to meet marketplace shipping deadlines and protect shop performance.
   • Work with marketplace logistics partners and last-mile carriers to resolve pickup issues, shipment discrepancies, and delivery-related claims.
   • Reduce wrong-item, missing-item, and damaged-parcel incidents through root-cause analysis and corrective actions.
2. Mega Campaign Planning & Execution
   • Prepare fulfillment operations for major campaigns, payday promotions, brand days, and TikTok LIVE activities.
   • Coordinate with warehouse and logistics partners on volume forecasts, manpower, packing capacity, stock readiness, and carrier pickup schedules.
   • Monitor operational performance during peak periods, resolve bottlenecks quickly, and ensure orders are dispatched within the required timelines.
   • Conduct post-campaign reviews to identify issues and implement improvements for future campaigns.
3. 3PL & Logistics Partner Management
   • Manage the performance of 3PL providers and marketplace fulfillment programs, including Kerry, Flash, Fulfilled by Lazada (FBL), and Fulfilled by Shopee (FBS).
   • Track service-level agreements (SLAs) and key performance indicators (KPIs), including dispatch speed, order accuracy, stock handling, and fulfillment costs.
   • Conduct regular performance reviews, investigate recurring issues, and follow up on corrective action plans.
   • Visit partner warehouses in the Bangna/Samut Prakan area at least four times per month, with additional visits when business needs require.
4. Cost Control & Inventory Accuracy
   • Review monthly fulfillment invoices and validate charges against agreed rates to identify and recover overcharges.
   • Monitor fulfillment costs per order by brand and sales channel, ensuring costs remain within budget.
   • Coordinate inventory accuracy across internal systems, warehouse systems, and marketplace platforms to minimize overselling and stock-out cancellations.
   • Support effective inventory handling, including stock aging, expiry monitoring, and accurate product data.
5. Process Improvement & Automation
   • Analyze operational data to identify performance gaps, recurring issues, and opportunities for improvement.
   • Develop and improve SOPs, reporting dashboards, and operational controls to reduce manual work and prevent errors.
   • Explore AI tools and automation to improve fulfillment efficiency, visibility, and decision-making.

Qualifications:

• Bachelor's degree in supply chain management, Logistics, Industrial Engineering, or a related field.
• 4–7 years of experience in eCommerce fulfillment, outbound operations, or logistics management, working on the brand, agency/eEnabler, or 3PL side.
• Hands-on experience with Shopee, Lazada, and TikTok Shop Seller Centers, including marketplace fulfillment KPIs, shipping deadlines, penalty systems, and campaign operations.
• Proven experience managing high-volume sales campaigns such as 11.11 and 12.12.
• Experience managing 3PL providers, marketplace fulfillment programs, and last-mile delivery partners against agreed SLAs.
• Strong analytical skills and proficiency in Excel. Experience with OMS/WMS systems, SQL, or Power BI is an advantage.
• Familiarity with AI tools, dashboards, and process automation is a plus.
• Strong problem-solving, communication, and coordination skills, with the confidence to challenge partners professionally and drive issues to resolution.
• Good working proficiency in English, both written and spoken, is required.
• Available for on-site warehouse visits at least 2 times per weeks, and more often during campaigns or when business needs require.

Office Location:

Apac tower - BTS Ekkamai (Working Monday to Friday)