Zaag Holding Hiring! Full Time Operations Manager, E-commerce in WP Kuala Lumpur, Earn up to MYR 15,000 - Ricebowl

Essential Qualifications

• Minimum 1 year of experience in Southeast Asia TikTok Shop operations, preferably for the Malaysia market.
• Fluent in English; proficiency in Bahasa Malaysia is an advantage.
• Familiar with TikTok Seller Center, TikTok Ads Manager, and the TikTok Affiliate ecosystem.
• Able to work flexibly to support peak customer activity during Malaysia business hours.

Preferred Qualifications

Candidates with any of the following will have an advantage:

• Experience managing Shopee or Lazada Malaysia stores.
• Experience in jewelry, luxury goods, fashion accessories, or beauty products.
• Experience handling both e-commerce operations and customer service.
• Proven experience launching and growing new stores from scratch, with measurable GMV results.

Personal Attributes

• Able to work well under pressure and manage peak campaign periods.
• Strong sense of ownership and accountability for both GMV growth and customer satisfaction.
• Excellent communication skills with a professional command of English.

About the job

Job Responsibilities

1. Store Operations (70%)

1.1 Daily Store Management

• Manage the day-to-day operations of TikTok Shop and Shopee (Malaysia), including product listings, titles, images, product descriptions, and inventory management.
• Maintain store branding and visual merchandising with a premium, minimalist luxury aesthetic.
• Monitor overall store health, including seller ratings, dispute rates, prohibited content, and intellectual property compliance.

1.2 Product & Merchandising

• Source and manage products across gold-plated zircon jewelry, moissanite silver jewelry, and natural crystal collections.
• Conduct market research, competitor analysis, and identify trending products.
• Set pricing strategies, calculate profit margins, and participate in platform campaigns.
• Coordinate with suppliers on stock replenishment, SKU management, and inventory planning.

1.3 Traffic & Marketing

• Plan short-form video campaigns and collaborate with the creative team on high-converting content and scripts.
• Support livestream operations, including product scheduling, listing management, and TikTok Ads / GMV Max campaigns.
• Manage collaborations with affiliates, KOLs, KOCs, MCNs, and creators, including product seeding and commission management. Local Malaysian creator resources are highly preferred.

1.4 Performance Analysis

• Monitor key performance indicators (KPIs), including GMV, conversion rate, average order value (AOV), customer retention, and traffic performance.
• Prepare weekly, monthly, and campaign performance reports.
• Conduct competitor analysis and monitor Malaysia e-commerce market trends.

1.5 Campaign Planning

• Plan and execute major promotional campaigns such as Ramadan, Payday Sales, 9.9, 10.10, 11.11, and 12.12.
• Create promotional strategies including vouchers, bundle deals, flash sales, and discount campaigns.

2. Customer Service (30%)

2.1 After-Sales Support

• Handle returns, exchanges, refunds, and customer complaints.
• Track deliveries and resolve logistics-related issues.
• Manage negative reviews and customer escalations.
• Encourage customer reviews and maintain positive store ratings.

2.2 Customer Service Management

• Develop and update customer service scripts and FAQ documentation.
• Improve response time and customer satisfaction metrics.
• Analyze weekly customer service performance, including inquiry conversion rates and dispute rates.

• Annual Leave
• Annual Bonus
• EPF
• SOCSO
• EIS
• Performance Bonus
• Company Trip
• 5 Working Days
• Medical and Hospitalisation Leave