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 Tik. Tok 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 Tik. Tok 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 Tik. Tok 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.
3. 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/e. Enabler, or 3PL side. Hands-on experience with Shopee, Lazada, and Tik. Tok 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 require 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)