The Market Ops Lead is responsible for the overall delivery health of Vietnam market across operations to ensure service centre Adoption, develop strong relationships with each market division/brand team. Connect with key business executives and stakeholders involved in e-commerce service responsibilities. They will be a first point of escalation for conflicts/incidents for delivery hubs.

Primary Responsibilities include:

• Serve as the lead point of contact for management matters and partner with delivery location leadership to assess resolutions for the service centre teams

• Align delivery of services for respective markets based on the contractual staff alignment and scope

• Develop trusted advisor relationships with brand teams that actively work with the service centre teams

• Ensure the timely and successful delivery of services and are meetings the required KPIs agreed with the market

• Communicate the progress of monthly/quarterly initiatives to internal and external stakeholders

• Manage service levels and KPIs across deliverables (Volumes, TAT, Quality of Services, SLAs, Client Feedback, etc.)

• Represent team to present Weekly/Monthly/Quarterly Reports for internal and external Stakeholders

• Assist with challenging client requests or issue escalations as needed

• Establishing working relationships with e-commerce vendor partners to deliver common goals for the client brand teams

• Understanding the key business drivers for the e-commerce channel and managing channel forecasts of Volumes expected to ensure appropriate staffing/alignment

• Collaboration with internal and external stakeholders to achieve the desired share in each category

• Ensure adoption of services across all brands in the market and applicability of required tools/processes, i.e., Workflow Management

• Manage monthly forecasts and capacity planning

• Drive all process dissemination and overall adherence of the service centre teams

Skills and experience:

• 7-9 years of experience and understanding of various Ecomm channels used and available in Vietnam market

• Preferred knowledge of the market nuances of FMCG clients using E-commerce platforms  

• Fluency in both English and Vietnamese language

• Knowledge of Content Management Systems (CMS) or Web Content Management Systems (WCM or WCMS), Market places, and E-Retailer platforms

• Working knowledge of Microsoft tools

• Excellent communication skills, Client Service Management, Risk & Issues Handling, Working in Diverse located teams

• Strong Interpersonal and communication skills, including the ability to interact effectively with internal and external team

• Ability to work independently with minimal supervision as a self-starter and chase down people/teams to achieve closure when required.

• An organized and planned approach to work with the ability to move things swiftly despite several dependencies. Appreciation of the need for documentation.

• Able to Interact with Client Teams, Different Client Partners that support the Services offered

• Project Management and Account Manager Experience preferred

• Ability to work at Client Locations where applicable and partner with teams across different Service locations

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