About the role:
The eB2C Operations Executive is responsible for driving end-to-end excellence in eCommerce operations across Pure Play, Food Delivery, and Omni Modern Trade. This role ensures that every digital order translates into a perfect physical delivery while owning the forecast accuracy that enables sustainable growth.
We are looking for a high energy, proactive operator with strong O2O (Online-to-Offline) expertise and a deep understanding of physical ecosystems – bridging digital demand with physical store logistics and fulfilment.
Key Responsibilities:
eCommerce Operations and Fulfilment Excellence
- Develop and maintain Standard Operating Procedures (SOPs) across eCommerce segments (Pure Play, Omnichannel Modern Trade, and Food Delivery) to ensure compliance and operational excellence.
- Lead end-to-end operations for Pure Play and Food Delivery platforms in close collaboration with platforms, distributors, food outlets, and 3PLs.
- Drive continuous optimisation of fulfilment solutions to consistently meet customer Service Level Agreement while maintaining an optimal operational cost-to-serve.
Omnichannel integration & Operation Innovation
- Lead the physical integration for Modern Trade customers, bridging the gap between physical store inventory and digital storefronts (O2O).
- Collaborate with the eB2C Account Manager and Modern Trade Key Accounts Manager to design seamless shopper journeys and support the development of new business models (e.g., social commerce).
- Upgrade the distribution network and partner capabilities to ensure consistent, scalable execution across different geographies and emerging digital channels.
Availability & Forecast Accuracy
- Serve as the key operations counterpart to Demand planning for short-term forecasting and stock planning to ensure availability aligned with commercial plans, especially during seasonal & mega campaigns.
- Own forecast accuracy at the execution level by leveraging real-time data, campaign performance insights, and historical trends.
- Optimise inventory across fast-moving and aging stocks.
Performance Tracking & Data-Driven Operations
- Establish and own the operational KPI dashboards to monitor business performance and translate complex data into actionable insights to optimise operations and shopper experience.
- Implement a robust audit mechanism for digital shelf execution to ensure that product visibility, availability and promotional mechanics are accurately reflected and synchronized with real-time inventory.
- Analyse emerging market trends and business opportunities locally and globally to provide strategic recommendations for operational improvements.
Job Requirements:
Education/Qualifications:
- Bachelor's Degree or higher in Commerce, Supply Chain, or related field
- Excellent verbal and written communication in Vietnamese and English.
- At least 5 years of experience in a similar role, preferably within e-Retail or FMCG.
- Proven track record in Modern Trade operation.
- Experience in Food Delivery segment is highly preferred.
Technical Skills:
- Solid understanding of Vietnam's eCommerce platforms, Modern Trade landscape, underlying (back-end) systems and diverse business models.
- Proficiency in Route-to-market (RTM) planning and online value chain design.
- Strong ability to analyse data quantitatively to identify opportunities and assess operational efficacy.
Key attributes:
- Hands-on, data-driven operator with strong commercial acumen.
- High integrity and resilience, consistently focused on delivering results the right way.
- Strong negotiation and stakeholder management skills, confident in client-facing environments.
- Proactive problem-solver with a bias for action and continuous improvement mindset.
- Ability to translate ideas into execution, managing projects effectively in a fast-paced environment.
- Strong analytical capabilities—able to interpret KPIs, identify trends, and convert insights into actionable plans
- Strong process and system mindset, with a focus on improving efficiency and scalability.
- Good leadership mindset – Able to lead self by taking decent ownership and being humble for self-reflection. Able to lead others by being willing to provide support, coaching and demonstrating the role model and lead without authority
