Lead - Commercial Operations Compliance

ROLE PURPOSE AND DESCRIPTION

Goal:

Key Responsibilities: The Lead - Commercial Operations Compliance oversees operational integrity, platform compliance, and data accuracy for Thailand accounts. The role ensures that key commercial operational processes are executed accurately and consistently while maintaining required platform standards and internal process compliance.

The role serves as a key operational touchpoint between KAMs and cross-functional teams, translating commercial requirements into practical execution, monitoring critical operational workflows, and ensuring clear communication and alignment across stakeholders.

Beyond BAU operations, the Lead is expected to proactively drive process and performance improvement initiatives by identifying operational pain points, analyzing root causes, and implementing practical solutions. A key focus is to analyze shop performance and platform scoring, identify factors impacting shop health and performance, and recommend corrective actions or optimization approaches to improve and balance performance scores across managed shops.

KEY RESPONSIBILITIES:

1. Operational Compliance & Data Governance

Price Change Tracking & Analysis

• Track, monitor, and report price updates (LTP / RSP changes) across client Business Units (BUs).
• Monitor compliance with established price-change processes and identify recurring gaps or operational issues.
• Analyze historical pricing trends and recurring issues to identify root causes and recommend process improvements.
• Streamline price-update workflows to reduce turnaround time and minimize manual errors.

Item Master & SKU Data Validation

• Audit, trace, and monitor SKU master data across internal systems (eIQ) and marketplace Seller Centers.
• Identify and validate data discrepancies for new and existing SKUs.
• Coordinate with relevant stakeholders to resolve data issues and ensure compliance with marketplace requirements and internal system standards.

2. Marketplace Compliance & Shop Performance Management

Marketplace Enabler Program

• Track and monitor key performance indicators (KPIs) required to maintain official Enabler Certification status across major marketplaces (e.g., Lazada, Shopee and Tiktok).
• Coordinate with KAMs and cross-functional operational teams to address performance gaps before they impact platform ratings or certification status.

Shop Performance & Platform Scoring

• Monitor and analyze shop health, operational performance, and platform scoring across managed shops.
• Identify key drivers contributing to underperformance or score imbalance.
• Conduct root-cause analysis and recommend corrective or preventive actions.
• Develop practical approaches to improve and balance shop performance scores across the portfolio.
• Track improvement actions and evaluate their effectiveness over time.

3. Commercial Reporting & Stakeholder Facilitation

Recurring Business Reporting

• Manage the timely extraction and generation of recurring MBR, QBR, campaign Post-Mortem, and other predefined reports for Thailand BUs and selected regional markets (e.g., Singapore).
• Ensure reports are generated according to agreed templates and client-specific data requirements.
• Validate data completeness and accuracy before distribution.
• Provide completed reports to KAMs for use in monthly, quarterly, and client business reviews.
• Coordinate with relevant teams to resolve data or reporting issues when required.

Stakeholder Communication & Facilitation

• Act as a key operational touchpoint for KAMs and cross-functional stakeholders on assigned operational and compliance matters.
• Translate operational issues, findings, and required actions into clear and structured communication.
• Facilitate alignment between Commercial and relevant functions to ensure issues are understood, assigned, and followed through to resolution.

4. Process Improvement & Commercial Initiatives

• Proactively identify operational pain points, recurring issues, and process inefficiencies across Commercial Operations.
• Analyze root causes and recommend practical, scalable solutions.
• Lead or coordinate improvement initiatives from problem identification through implementation and follow-up.
• Establish tracking mechanisms to measure improvement and ensure sustainable outcomes.
• Support ad-hoc Commercial Operations and compliance initiatives as assigned.

Client Satisfaction Survey

• Coordinate end-to-end execution of the bi-annual Client Satisfaction Survey.
• Support refinement of survey criteria and consolidate survey responses.
• Analyze key findings, recurring themes, and improvement opportunities.
• Prepare structured findings and recommendations for Commercial leadership and relevant stakeholders.

DESIRED SKILLS AND EXPERIENCE

Technical Qualifications

Bachelor's or Master’s degree in a relevant area, other fields are also considered.

• At least 1-3 years of experience in E-commerce operations, understanding of E-commerce environment from a process-driven and operations point of view, experience working with E-commerce Management Systems and marketplace Seller Centers such as Lazada, Shopee, and TikTok Shop. Previous experience within marketplace, e-commerce enabler is a plus.

Soft Skills and Other details

• Structured Thinking & Problem Solving: Structured, hands-on, and detail-oriented thinker with a can-do mindset. Able to analyze operational and performance data, identify patterns, root causes, and process gaps, and translate findings into practical solutions and improvement actions.
• Process Improvement: Proactively identifies operational pain points and opportunities for improvement, with the ability to develop practical, scalable solutions and standardized processes.
• Technical & AI Proficiency: Advanced proficiency in Microsoft Excel / Google office products, including complex formulas, pivot tables, data analysis, and visualization, with the ability to quickly adapt to new systems and digital tools. Hands-on knowledge of AI tools and AI agents, with the ability to apply them effectively to data analysis, process automation, problem-solving, reporting, and productivity improvement.
• Communication & Stakeholder Management: Strong communication and presentation skills in both English and Thai, with the ability to translate complex operational or compliance topics into clear, structured, and easy-to-understand messages. Able to effectively narrate key issues, recommendations, and required actions to KAMs, cross-functional teams, and senior management to drive understanding and alignment.
• Project & Initiative Management: Able to independently drive improvement initiatives, manage priorities and deadlines in a fast-paced environment, coordinate across multiple stakeholders, and follow through on action plans until measurable outcomes are achieved.
• Ownership & Accountability: Strong sense of ownership and accountability, with high attention to data accuracy, process compliance, quality, deadlines, and follow-through.