Operations Key Account Management Lead - FBS, Shopee

1. Team Leadership & Performance Governance & Operational Excellence

• Lead, coach and develop a team of 10-20 Ops KAMs, strengthening seller management, problem-solving and operational consulting capabilities.
• Establish clear team goals, seller allocation frameworks, performance standards and accountability to optimize workload, portfolio complexity and execution quality.
• Drive team performance against operational KPIs and SLAs, including PO fulfillment, %WATP, intracity delivery speed and 24-hour troubleshooting resolution.
• Establish structured performance tracking, reviews and root-cause analysis to identify gaps, drive corrective actions and ensure consistent execution.
• Ensure end-to-end operational excellence across inbound, inventory management and outbound processes, balancing seller experience, operational feasibility and business objectives.

2. Seller Growth, FBS Adoption & Category Enablement

• Partner with BD to drive seller conversion, SKU onboarding and FBS fulfillment penetration by identifying seller needs, adoption barriers and category-specific challenges.
• Analyze seller- and SKU-level performance data to identify root causes of low adoption, design targeted interventions, prevent seller churn and unlock business growth.
• Manage strategic seller relationships, proactively resolve complex operational issues and translate seller feedback into actionable improvements to strengthen seller experience and retention.
• Develop and scale category-specific enablement initiatives, including SOPs, playbooks, training and differentiated operational solutions, to improve seller onboarding, FBS utilization and operational scalability.

3. Cross-functional Stakeholder Management

• Partner closely with BD, Warehouse, Opex, Product, PMO and other relevant teams to align business priorities, resolve operational constraints and drive cross-functional initiatives.
• Influence stakeholders across teams with competing priorities, build alignment on practical solutions, and drive issues through to resolution.
• Identify recurring operational friction points and coordinate process improvements across functions to enhance service quality, seller experience and execution efficiency.

• Education: Bachelor's degree in Business, Supply Chain, Logistics, Economics, or related fields.
• Minimum 3-5 years of experience in E-commerce Operations, Key Account Management, Supplier Management, or Supply Chain at least 1-2 years in a team leadership role managing 10-20 subordinates.
• Deep understanding of Fashion/Apparel category operations and e-commerce fulfillment dynamics.
• Proven ability to manage seller relationships, influence seller behavior, resolve complex issues and drive adoption, retention or business growth.
• Proven ability to drive team performance, coach team members, and manage multi-layered seller portfolios.
• Strong analytical mindset, project management skills, and track record in driving process enablement and workflow optimization.
• Excellent stakeholder management, communication, and English proficiency (both written and spoken).