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)