Role Review
The Operations & Customer Service Manager will lead end-to-end marketplace operations and customer service across Ralph Lauren's SEA digital ecosystem, covering Shopee, Lazada, Zalora, TikTok Shop, and brand site service operations. The role is responsible for ensuring that every store, campaign, customer interaction, and operational process is executed with precision, speed, and consistency.
This person will act as the operational backbone for SEA digital commerce, partnering closely with internal teams, external platforms, enablers, and customer service vendors to deliver seamless execution, protect brand standards, and continuously improve the customer experience. The role requires a strong understanding of marketplace mechanics, service operations, platform tools, and premium retail expectations.
Key Responsibilities
- Marketplace Operations: Own the day-to-day store operations across Shopee, Lazada, Zalora, and TikTok Shop, ensuring strong execution across assortment readiness, pricing accuracy, stock availability, product content, store hygiene, fulfilment SLAs, returns, cancellations, and customer-facing operational standards.
- Campaign & Mega-Day Readiness: Lead operational planning and execution for key campaigns, double-digit mega days, sale events, and platform activations. Coordinate pricing, vouchers, stock, campaign mechanics, content uploads, store checks, and issue resolution to ensure campaigns go live accurately and on time.
- Store Setup & Platform Development: Support new store launches, platform enhancements, operational workflows, seller tools, product feeds, integrations, storefront improvements, and new marketplace capabilities. Translate platform requirements into clear internal processes and scalable execution standards.
- Customer Service Management: Manage customer service operations across marketplaces and brand site channels, ensuring response timeliness, resolution quality, escalation handling, CSAT, refund and return queries, and service consistency. Partner with CS vendors and internal stakeholders to deliver a premium, brand-aligned customer experience.
- Process, KPI & Continuous Improvement: Track operational and service KPIs including fulfilment performance, cancellation rate, return rate, SLA adherence, response time, CSAT, complaint themes, and issue recurrence. Identify root causes, recommend corrective actions, and implement process improvements to reduce friction and improve execution quality.
- Stakeholder & Vendor Management: Act as the subject matter expert for marketplace operations and customer service best practices. Partner closely with commercial, marketing, CRM, supply chain, finance, platforms, enablers, and CS vendors to align priorities, resolve issues, and ensure consistent execution across SEA markets.
Success Measures
- Marketplace stores are operationally ready for key campaigns, launches, and BAU trading with minimal execution errors.
- Customer service performance meets agreed SLA, escalation, and resolution quality standards across channels.
- Operational issues are identified early, resolved quickly, and translated into repeatable process improvements.
- Platform, vendor, and internal stakeholders are aligned through clear communication, structured follow-ups, and strong ownership.
Requirements
- 5 to 8+ years of experience in E-commerce, marketplace operations, digital operations, store operations, or customer service, preferably within fashion, lifestyle, retail, consumer goods, or premium brands.
- Strong hands-on understanding of Shopee, Lazada, Zalora, and TikTok Shop operations, including seller centre tools, campaign mechanics, assortment and content setup, vouchers, fulfilment requirements, service metrics, and platform escalation processes.
- Experience managing customer service operations across marketplace and owned channels, with strong knowledge of SLAs, CSAT, escalation management, refund and return handling, service recovery, and quality monitoring.
- Strong operational discipline with excellent attention to detail, follow-through, and ability to manage multiple moving parts across platforms, vendors, timelines, and internal stakeholders.
- Analytical and process-oriented mindset, with the ability to interpret operational data, identify root causes, define corrective actions, and build scalable ways of working.
- Strong communication and stakeholder management skills, with the confidence to influence cross-functional teams, external partners, platforms, and service vendors.
- Comfortable working in a fast-paced, campaign-led digital commerce environment where priorities can shift quickly and execution accuracy is critical.
- Proactive, accountable, and solution-oriented, with a strong sense of ownership and commitment to protecting both commercial performance and the Ralph Lauren customer experience.
