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 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)