Operations & Customer Service Manager, SEA Digital Commerce

Overview

The Operations & Customer Service Manager will oversee comprehensive marketplace activities and customer service across Ralph Lauren's Southeast Asia (SEA) digital commerce platforms, including Shopee, Lazada, Zalora, TikTok Shop, and their own brand site. This role ensures flawless execution of store management, campaigns, customer interactions, and operational workflows with precision, speed, and consistency.

The manager will act as the operational core for SEA digital commerce by collaborating with internal departments, external platforms, service providers, and vendors to maintain brand standards and improve the customer journey continuously. The role demands a thorough knowledge of marketplace mechanics, digital service operations, platform tools, and premium retail standards.

Key Responsibilities

• Manage daily marketplace operations across multiple platforms, ensuring accurate assortment, pricing, stock control, content quality, store maintenance, fulfillment timelines, return handling, and customer service consistency.
• Lead planning and execution of major sales campaigns and mega-day events, coordinating pricing strategies, voucher deployments, inventory management, campaign setup, content updates, store audits, and prompt issue resolution to ensure timely and flawless campaign launches.
• Support new store rollouts, platform updates, workflow optimization, seller tools utilization, product feed integration, storefront enhancements, and adoption of innovative marketplace functionalities. Translate platform requirements into clear, scalable internal processes.
• Oversee customer service operations across marketplaces and brand channels, ensuring fast responses, high-quality issue resolution, effective escalation handling, customer satisfaction (CSAT), and uniform service standards. Collaborate with customer service vendors and internal teams to deliver a superior brand experience.
• Track and analyze operational and service KPIs such as fulfillment efficiency, cancellation rates, return rates, SLA compliance, response times, CSAT scores, complaint patterns, and recurrent issues; deduce root causes, suggest improvements, and implement process enhancements to minimize friction and boost performance.
• Manage relationships with stakeholders and vendors by providing expertise on marketplace operations and customer service best practices. Work closely with commercial, marketing, CRM, supply chain, finance, platforms, enablers, and vendors to synchronize priorities, resolve challenges, and maintain consistent standards across SEA markets.

Success Metrics

• Marketplace stores remain operationally ready with minimal errors for key campaigns, product launches, and routine trading.
• Customer service meets predefined SLAs, escalation protocols, and resolutions across all channels.
• Operational challenges are promptly identified, swiftly addressed, and converted into sustainable process improvements.
• Effective communication and ownership align platform partners, vendors, and internal stakeholders.

Candidate Requirements

• 5 to 8+ years’ experience in e-commerce, marketplace or digital operations, store management, or customer service, ideally within fashion, lifestyle, retail, consumer goods, or premium brand sectors.
• In-depth, practical knowledge of Shopee, Lazada, Zalora, and TikTok Shop including their seller tools, campaign structures, assortment and content management, voucher applications, fulfillment standards, service metrics, and escalation procedures.
• Experience in managing customer service operations across marketplace and direct channels, with a deep understanding of SLAs, CSAT, escalation protocols, refunds, returns, service recovery, and quality assurance.
• Exceptional operational discipline paired with meticulous attention to detail, strong follow-up, and ability to juggle multiple platforms, vendors, deadlines, and cross-functional collaborators.
• Analytical and process-oriented approach with skills in interpreting data, diagnosing core problems, formulating corrective strategies, and implementing scalable workflows.
• Excellent communication and stakeholder management abilities with proven influence across teams, external partners, platforms, and service providers.
• Adaptability to a dynamic, campaign-driven digital commerce environment where priorities frequently shift and precision is paramount.
• Proactive, accountable, and solutions-focused mindset with dedicated ownership to safeguard commercial results and maintain Ralph Lauren’s premium customer experience.