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Performing outbound payments and refunds to both buyer and sellers
Setting up payments channels, performing changes of connected accounts and other payment operation for both buyer and seller accounts
Manage inquiries emails from our customer service teams on a daily basis, whenever emails regarding payments are handed over to our queue
Performs Reconciliation for all payment channel on a daily basis
Performs cross check of transaction status report and share the findings with Payment Operation team to perform refunds or enhancements
Make sure Shopee's payment account has sufficient funds by checking through payment channel dashboard against daily bank balance
Managing Chargeback dispute from cards when Shopee needs to provide proofs to banks and card schemes (VISA and MASTERCARDS) information to prevent financial loss
Support planning and execution of campaigns, including major sales (e.g. Black Friday), seasonal festivals (e.g. Easter, Christmas) and other campaigns
Collaborate with internal stakeholders, including working with Business Development, Business Intelligence, and Marketing functions (e.g. social media, partnerships, graphic design, operations)
Provide information quality checks in campaign planning files, including microsite schedules, SKU data correctness, task list update
Drafting product collections for campaigns
Allocation of SKU to collections based on previously agreed criteria
Support preparation of campaign microsites and on-platform communication
Perform research and benchmarking to better tailor campaigns to competitive landscape
Gather and consolidate campaign inputs from other stakeholders to ensure consistency of campaign plan
Ad-hoc translations and copywriting for marketing materials
Drive the conceptualisation and development of marketing campaigns, including (but not limited to) defining campaign key selling points, key mechanics and campaign plan/calendar
Proactively own process planning & execution
Lead QC of marketing and campaign deliverables to meet timeline and quality
Lead data analysis on campaigns performance and provide improvement recommendations
Manage voucher planning, creation and execution
Coordinate operational aspects of campaign initiatives, including (but not limited to) ensuring campaigns are properly set up, managing SKU re-arrangement/curation of products & daily QC to ensure microsites & banners are scheduled properly
Drive collaboration and coordination across internal stakeholders, including Social Media, Offline Marketing, Business Development, Graphic Designers and Operations
Ensure smooth and timely execution of campaigns
Perform competitor analysis to keep abreast of trends on other ecommerce platforms, social sentiments and broader industry developments, and leverage on such trends in campaigns
Support other team members in campaign development by advising on best practices & solutions
Make sure that you and your team knows exactly which seller’s problems we should solve: when, how and why?
Be very clear on goals of your domain and how each roadmap item contributes to it
Maintain and proactively monitor your domain KPIs. Be able to explain why they change and how to improve them
Maintain competitiveness of product by understanding how Polish sellers operate, what their pain points and issues are, and how we are addressing them
Ensure your team has frequent and efficient alignment with all stakeholders of your domain. Act as a trusted and well-informed partner of C-level executives and senior managers
Manage the seller services team on a daily basis
Manage cross-functional product features and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (BRD, UAT, Live Release)
Make sure you and your team knows exactly which user problems we should solve: when, how and why?
Be very clear on how each roadmap item is improving user experience and helping product goals
Maintain and proactively monitor your domain KPIs. Be able to explain why they change and how to improve them
Make sure to have frequent and efficient alignments with all stakeholders of your domain: business teams, Singapore product tech teams, senior management (incl. C-level)
Maintain competitiveness of product by leveraging on a deep understanding of the local market
Structure your thoughts well and help your team be better at it. Be able to clearly and shortly explain a problem to C-level stakeholders
Manage a small product domain team
Manage cross-functional product features and collaborate with multiple functions to ensure the successful delivery of these features to the respective market (BRD, UAT, Live Release)
Manage the team of specialists responsible for the application support and monitoring, and support their professional development
Build knowledge of Shopee systems in your team and have a good understanding of how each of our products operate
Work closely with Product Managers, Operations teams, QA engineers and developers distributed internationally to ensure the stability of the Shopee platform
Monitor the platform performance, be able to quickly identify and verify issues affecting Shopee users’ experience
Supervise and optimise the processes of cross-domain bugs handling with a focus on prioritisation of incidents, including cooperation with Customer Service teams and international alignment
Coordinate and take ownership of major escalations of the incidents reported to global headquarters and Shopee management
Perform a smooth, strong relationship with local and international stakeholders
Performing outbound payments and refunds to both buyer and sellers
Setting up payments channels, performing changes of connected accounts and other payment operation for both buyer and seller accounts
Manage inquiries emails from our customer service teams on a daily basis, whenever emails regarding payments are handed over to our queue
Performs Reconciliation for all payment channel on a daily basis
Performs cross check of transaction status report and share the findings with Payment Operation team to perform refunds or enhancements
Make sure Shopee's payment account has sufficient funds by checking through payment channel dashboard against daily bank balance
Managing Chargeback dispute from cards when Shopee needs to provide proofs to banks and card schemes (VISA and MASTERCARDS) information to prevent financial loss
Actively engage with local business stakeholders and function leaders for long-term and sustainable product solutions that best suit one of our local markets
Maintain competitiveness and profitability of product by leveraging on a deep understanding of the local markets
Analyse, align and evaluate business requirements, feasibility and value of the feature requests with both business and Product teams to deliver localised Business Requirement Document (BRD)
Able to build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress for critical live issues
Prepare User Acceptance Test (UAT) scenarios, coordinate the testing and live releases
Manage cross-functional product features (BD/Commercial) and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (BRD, UAT, Live Release)
Main KPI (Key Performance Indicator) is to drive Cross Border performance and business growth in a few categories in Poland
Develop and implement growth strategies for categories along with various stakeholders from across the region and across teams (e.g., Marketing, Operations, Business Development and other cross border teams (such as Payment, Warehouse)
Help bridge the gap between the various seller offices, the regional teams, and local business development teams and local functional teams
Continuously analyse the internal and external environment to ensure that Cross Border sellers in the categories under management remain highly competitive within markets
Develop and execute seller programs, initiatives, and promotion strategies to drive Cross Border business growth the categories under management
Cross Border - Project Lead Business Intelligence/Reporting
rondo Daszyńskiego 1, Wola, Warszawa
Wygasła: 05.08.2022
full-time
umowa o pracę
hybrid work
specialist (Mid / Regular)
Obowiązki:
Define, implement and execute business development growth projects for Cross Border sellers in Poland within assigned functions (e.g Seller Programs, Operations, Marketing etc.)
Develop and implement growth strategies for categories along with various stakeholders from across the region and across teams (e.g., Marketing, Operations, Business Development)
Business analysis and performance reporting of projects/categories to facilitate senior leadership decision making
Initiate and spearhead internal projects to optimize existing practices
Maintain and manage project timelines, expectations, tasks, and resources
Conduct deep-dive analysis and have a deep understanding of market landscape, user behaviours, and plan the most effective solution/innovative strategy for business growth
Help bridge the gap between the various seller offices, the regional teams, and local business development teams and local functional teams
Extracting and analyzing CRM data to monitor and improve performance of the sales team and provide insights for the leadership team
Ownership of the CRM data and tool, data imports and exports, keeping the database up to date
Provide market insights from seller's' perspective, including understanding of seller feedback, needs and objections
Support in defining a process for efficient seller acquisition for small and medium merchants by working closely with the team leadership
Day to day support in monitoring and overlooking performance of outbound sales team for small and medium sellers based on deep understanding of the key sales input metrics
Actively participating in managing the SME sales team through KPIs and regular meetings with the sales team team leads
Supporting sales acquisition leadership in taking data-driven decisions
Quickly respond to system live issues, investigate the causes and work with Regional Product Support Team, Product Managers, QA engineers, Developers to find the solution
Able to identify the priority and urgency of different incidents
Build a good knowledge of the Shopee system and learn how each of our products operates from the ground up
Work closely with the best Product Managers, Software Developers and QA Engineers in the e-commerce industry to improve our product to serve millions of users
Perform a smooth, strong relationship with local issue reporters, regional teams to ensure the system stability
Know well how Shopee Open API works and be able to assist companies when they integrate with it
Cross Border - Project Lead Business Intelligence/Reporting
rondo Daszyńskiego 1, Wola, Warszawa
Wygasła: 06.07.2022
full-time
umowa o pracę
hybrid work
specialist (Mid / Regular)
Obowiązki:
Define, implement and execute business development growth projects for Cross Border sellers in Poland within assigned functions (e.g Seller Programs, Operations, Marketing etc.)
Develop and implement growth strategies for categories along with various stakeholders from across the region and across teams (e.g., Marketing, Operations, Business Development)
Business analysis and performance reporting of projects/categories to facilitate senior leadership decision making
Initiate and spearhead internal projects to optimize existing practices
Maintain and manage project timelines, expectations, tasks, and resources
Conduct deep-dive analysis and have a deep understanding of market landscape, user behaviours, and plan the most effective solution/innovative strategy for business growth
Help bridge the gap between the various seller offices, the regional teams, and local business development teams and local functional teams
Main KPI (Key Performance Indicator) is to drive Cross Border performance and business growth in a few categories in Poland
Develop and implement growth strategies for categories along with various stakeholders from across the region and across teams (e.g., Marketing, Operations, Business Development and other cross border teams (such as Payment, Warehouse)
Help bridge the gap between the various seller offices, the regional teams, and local business development teams and local functional teams
Continuously analyse the internal and external environment to ensure that Cross Border sellers in the categories under management remain highly competitive within markets
Develop and execute seller programs, initiatives, and promotion strategies to drive Cross Border business growth the categories under management
Conceptualize and lead strategic commercial initiatives relating, but not limited to, new business initiatives and/or process improvement initiatives for the PL market
Apply qualitative research and quantitative analysis to understand and drive business decision making and facilitate internal process improvements for the different business lines,including retail, category management and campaign planning
Develop and subsequently review / track these KPIs for these commercial initiatives. With proven performance, potential to lead project teams
Collaborate with cross-functional teams, within Shopee to strategize and implement key projects (including but not limited to pricing, seller acquisition, seller management, marketing strategies, etc)
Identify opportunities to deepen PL-based seller success and improve buyer experience
Communicate ideas and findings in a logical and structured manner to stakeholders across different levels (C-suite, cross-functional teams, etc.)
Identify issues, develop hypotheses, gather and interpret data, execute analysis and present findings and strategic recommendations to key decision-makers
Monitor and optimize seller management initiatives and internal operations across business development teams to grow the business
Conduct market research, engage sellers and account managers to understand behaviour, motivations and to identify opportunities
Work closely with internal teams to implement and coordinate execution of key projects
Responsible for researching, developing, and executing influencer/ celebrity marketing plans in line with sales campaigns to achieve KPIs on influencers' social media channels (Tiktok, IG, FB, YT, and more)
Ensure timely execution and approval of influencer content, making sure to receive output on time with quality as expected from agencies and influencers
Consolidate and prepare post-campaign analysis and reports for future optimisation
Maintain relationships with influencers/ celebrities and build a strong network for Shopee programs and campaigns
Collaborative spirit to work cross-functionally with BD, Social Media, Campaigns, and internal teams to drive campaigns together
Performing of outbound payments and refunds to both buyer and sellers
Set upping of Payments Channels as connected accounts information changes and other potential Payment Operation for both buyer and seller accounts
Make sure Shopee's Payment Account has sufficient funds by checking through payment channel dashboard against daily bank balance
Managing Chargeback dispute from cards when Shopee needs to provide proofs to banks and card schemes (VISA and MASTERCARDS) information to prevent financial loss
Manage inquiries emails from our customer service teams on a daily basis, whenever emails regarding payments are handed over to our queue
Quickly respond to system live issues, investigate the causes and work with Regional Product Support Team, Product Managers, QA engineers, Developers to find the solution
Able to identify the priority and urgency of different incidents
Build a good knowledge of the Shopee system and learn how each of our products operates from the ground up
Work closely with the best Product Managers, Software Developers and QA Engineers in the e-commerce industry to improve our product to serve millions of users
Perform a smooth, strong relationship with local issue reporters, regional teams to ensure the system stability
Know well how Shopee Open API works and be able to assist companies when they integrate with it
Review and implement measures and privacy governance frameworks to manage data use in compliance with the GDPR and local data privacy laws, develop templates for data collection, etc
Work with internal stakeholders to review and map data processing activities or projects involving data-related issues and ensure compliance with the GDPR and local data privacy laws
Review contracts and the consents required to implement projects to ensure the company meets its data protection obligations
Serve as the point of contact with users / data subjects and supervisory authorities on all data protection related matters, and address queries within the applicable timeframes
Monitor changes to privacy laws and regulations, make recommendations where appropriate
Helping monitor, report, and respond to any privacy breaches
Responsible for coordinating with the Regional Mobility team and other offices on various mobility logistics including but not limited to visa, relocation assistance, tax reporting and expatriate payroll
Take the lead in managing Poland immigration matters/cases and be responsible for ensuring timely submission of all documents and visa applications
Provide advice and consultation related to immigration policy in Poland to employees or business unit
Handle queries from employees on mobility policies
Liaise with 3rd party vendor to ensure smooth visa application, relocation, and other immigration matters
Evaluate the efficiency of mobility programs from both logistics and execution perspectives, and propose solutions for mobility within the organisation
Work collaboratively with leaders and other departments
Assist in onboarding of new employees
Identify and improve processes to optimise business performance
Support employees and answer questions about employee benefits, welfare, and policies on a daily basis
Develop and implement growth strategies for categories along with various stakeholders from across the region and across teams (e.g., Marketing, Operations, Business Development and other cross border teams (such as Payment, Warehouse)
Main KPI (Key Performance Indicator) is to drive Cross Border performance and business growth in a few categories in Poland
Help bridge the gap between the various seller offices, the regional teams, and local business development teams and local functional teams
Continuously analyse the internal and external environment to ensure that Cross Border sellers in the categories under management remain highly competitive within markets
Develop and execute seller programs, initiatives, and promotion strategies to drive Cross Border business growth the categories under management
Work with BU managers to support him/her in the decision making process
Have a deep understanding of the numbers of given department (Business Development, Marketing, Operations) and provide. Business Owners with in depth explanation of the changes
Prepare ad hoc analysis for a given business department incl. business recommendations
Prepare business cases / calculations for key initiatives
Develop and conceptualise Shopee Poland’s Public Relations (PR) strategies to grow and sustain Shopee’s share of voice in the media
Implement PR initiatives that are aimed at achieving maximum visibility across different media platforms, including print, broadcast and online media outlets
Identify media trends, news cycles and spin opportunities
Identify and manage relationships with key media outlets, editors and journalists
Analyse and measure performance of PR efforts
Performance and gap analysis to identify gap to close vs competitor
Responsible for maintaining and protecting Shopee’s reputation and building brand love, through strategic communications and creative storytelling
Maintains and implements communication plans to support the Corporate Affairs Team
Foster relationships with communities and key stakeholders
Recognises and manages risks, putting in place necessary mitigation plans and communicating to stakeholders
Extracting and analyzing CRM data to monitor and improve performance of the sales team and provide insights for the leadership team
Ownership of the CRM data and tool, data imports and exports, keeping the database up to date
Provide market insights from seller's' perspective, including understanding of seller feedback, needs and objections
Support in defining a process for efficient seller acquisition for small and medium merchants by working closely with the team leadership
Day to day support in monitoring and overlooking performance of outbound sales team for small and medium sellers based on deep understanding of the key sales input metrics
Actively participating in managing the SME sales team through KPIs and regular meetings with the sales team team leads
Supporting sales acquisition leadership in taking data-driven decisions
End-to-end planning and execution of campaigns, including major sales (e.g. Black Friday), seasonal festivals (e.g. Easter, Christmas) and other major cross-category campaigns
Collaborate and coordinate across internal stakeholders, including working with Business Development, Business Intelligence, and other marketing functions (e.g. social media, partnerships, PR, online marketing, offline marketing, graphic design) for campaign creation and optimisation ensure on time delivery and execution of deliverables/ campaigns
Conduct data analysis on campaigns performance (e.g. order and GMV targets) and offer ongoing recommendations for campaign optimization, such as innovative engagement and sales mechanics to enhance campaigns performance
Keep abreast of trends on other ecommerce platforms, social sentiments and broader industry developments, and leverage on such trends to initiate or optimise campaigns
Ad-hoc translations and copywriting for marketing materials and/or collaterals
Prepare weekly campaign report and update on progress and performance of KPI
Conduct research, identify opportunities and expand Shopee partnership will all local partnerships covering but not limited to logistics, banks, charities, and all local strategic event
Develop strong relationship with all partners to increase Shopee reach and maximise all visibility with partners across both campaign and non campaign periods
Device plan, lock long term barter and access to all partners visibility with all strategic partners
In search of strategic/ tactical/ opportunistic events/ partnership that Shopee is able to win to increase reach
Lead team to coordinate and execute partnership campaigns, track and monitor performance and recommend improvement opportunities
Develop weekly performance updates and actions plan to align with business directions
Provide guidance and lead team with all partnership related items
Conduct competitor analysis research and monitoring and device plan to proactively stay ahead
End-to-end planning and execution of campaigns, including major sales (e.g. Black Friday), seasonal festivals (e.g. Easter, Christmas) and other major cross-category campaigns
Collaborate and coordinate across internal stakeholders, including working with Business Development, Business Intelligence, and other marketing functions (e.g. social media, partnerships, PR, online marketing, offline marketing, graphic design) for campaign creation and optimisation ensure on time delivery and execution of deliverables/ campaigns
Conduct data analysis on campaigns performance (e.g. order and GMV targets) and offer ongoing recommendations for campaign optimization, such as innovative engagement and sales mechanics to enhance campaigns performance
Keep abreast of trends on other ecommerce platforms, social sentiments and broader industry developments, and leverage on such trends to initiate or optimise campaigns
Ad-hoc translations and copywriting for marketing materials and/or collaterals
Prepare weekly campaign report and update on progress and performance of KPI
Actively engage with local business stakeholders and function leaders for long-term and sustainable product solutions that best suit one of our local markets
Identify and optimise key product metrics by leveraging a deep understanding of the local markets
Analyse, align and evaluate business requirements, feasibility, and value of feature requests with both business and Product teams to ensure best product solutions are delivered
Build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress for critical live issues
Prepare User Acceptance Test (UAT) scenarios, and coordinate the testing and live releases
Manage cross-functional product features and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (Business Request Document, UAT, Live Release)
Support Marketing leadership in analytically optimising Marketing strategy and tactics deployment
Conduct data analyses on campaign performance (e.g. order and GMV) to develop insights and offer ongoing recommendations for campaign optimisation (such as innovative engagement and sales mechanics to enhance performance)
Contribute to Campaign planning & preparation from analytical point of view - previous campaign learnings, spend & budget optimisation to drive business impact, preparation of product (SKU) collections
Have a deep understanding of the numbers of Campaigns department and provide in-depth explanation of the changes driving business impact
Prepare and automate cyclical campaign reporting and updates on progress and performance of KPIs
Support Campaigns team in making data-driven decisions
Work with BU managers to support him/her in the decision making process
Have a deep understanding of the numbers of given department (Business Development, Marketing, Operations) and provide. Business Owners with in depth explanation of the changes
Prepare ad hoc analysis for a given business department incl. business recommendations
Prepare business cases / calculations for key initiatives
Supporting planning and execution of campaigns, including major sales (e.g. Black Friday), seasonal festivals (e.g. Easter, Christmas) and other major cross-category campaigns
Collaborate and coordinate across internal stakeholders, including working with Business Development, Business Intelligence, and other marketing functions (e.g. social media, partnerships, PR, online marketing, offline marketing, graphic design) for campaign creation and optimisation ensure on time delivery and execution of deliverables/ campaigns
Keep abreast of trends on other ecommerce platforms, social sentiments and broader industry developments, and leverage on such trends to initiate or optimise campaigns
Ad-hoc translations and copywriting for marketing materials and/or collaterals
Prepare weekly campaign report and update on progress and performance of KPI
Actively engage with local business stakeholders and function leaders for long-term and sustainable product solutions that best suit one of our local markets
Manage the Product Marketing Team also by ensuring personal development goals are achieved
Maintain desired impact of product by leveraging on a deep understanding of the local markets
Analyse, align and evaluate customer problems and ways to solve them including feasibility and value of the feature requests with both business and Product teams
Be able to build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress for critical live issues
Manage cross-functional product features and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (coordinate UAT and go-lives)
Manage a Seller Operations team, develop and track KPIs and ensure team’s goals are met
Supervise existing seller operations programmes and projects and ensure project objectives are met with expected timelines and stakeholders’ engagement
Coordinate the implementation of new operational processes related to ongoing projects
Implement new and manage ongoing processes of gathering sellers’ sentiment and pain points
Work with various departments as well as directly with sellers to diagnose seller-related operational challenges and develop improvement plans
Conduct analysis on root causes and identify operation problem of sellers struggling to comply with Shopee quality standards
Implement solutions to solve identified problems across all sellers’ touch points with Shopee
Design and manage education strategies across multiple seller channels to drive seller behavior, increase new features adoption for sellers and ensure their engagement and use of best practices
Kontrola jakości pracy i kalibracja agentów zewnętrznych
Odpowiedzialność za przeprowadzanie analizy standardów jakości wobec naszego zespołu zewnętrznego i upewnianie się, że ich standardy jakości są na odpowiednim, wymaganym poziomie
Pomoc w regularnym przeglądzie Standardowych Procedur Operacyjnych w oparciu o opinie użytkowników i wprowadzenie usprawnień
Regularna aktualizacja bazy wiedzy i przekazywanie informacji do całego zespołu obsługi klienta
Współpraca z Trenerem, który szkoli zespół obsługi klienta, w celu zapewnienia odpowiednich standardów pracy zespołu zewnętrznego i pracy w oparciu o nie
Quickly respond to system live issues, investigate the causes and work with Regional Product Support Team, Product Managers, QA engineers, Developers to find the solution
Able to identify the priority and urgency of different incidents
Build a good knowledge of the Shopee system and learn how each of our products operates from the ground up
Work closely with the best Product Managers, Software Developers and QA Engineers in the e-commerce industry to improve our product to serve millions of users
Perform a smooth, strong relationship with local issue reporters, regional teams to ensure the system stability
Know well how Shopee Open API works and be able to assist companies when they integrate with it
Actively engage with local business stakeholders and function leaders for long-term and sustainable product solutions that best suit one of our local markets
Maintain competitiveness and profitability of product by leveraging on a deep understanding of the local markets
Analyse, align and evaluate business requirements, feasibility and value of the feature requests with both business and Product teams to deliver localised Business Requirement Document (BRD)
Able to build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress for critical live issues
Prepare User Acceptance Test (UAT) scenarios, coordinate the testing and live releases
Manage cross-functional product features (mainly Payments and Anti-Fraud) and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (BRD, UAT, Live Release)
Provide tactical operational support and execution across a variety of marketing tools, systems, and processes such as website CMS, Marketing Automation, CRM databases, and Analytics & Reporting tools
Responsible for the operational and technical aspects of marketing efforts, including but not limited to, setting up promotions, landing pages, microsites, onsite assets, knowledge bank updates etc
Building weekly standup issues, creating biweekly milestone issues to ensure handbook updates are completed, documenting minutes from meetings, and ensuring labels exist on all marketing issues
Marketing data stewardship - assisting with data cleanliness in the various systems, merging like records, researching causes of bugs in order to correct processes
Proactively explore data to find trends, discover KPIs, and apply proper hypothesis testing coupled with rigorous A/B testing
Monitor campaigns to optimize performance based on industry best practices and prepare competitor intelligence reports accordingly
End-to-end planning and execution of campaigns, including major sales (e.g. Black Friday), seasonal festivals (e.g. Easter, Christmas) and other major cross-category campaigns
Collaborate and coordinate across internal stakeholders, including working with Business Development, Business Intelligence, and other marketing functions (e.g. social media, partnerships, PR, online marketing, offline marketing, graphic design) for campaign creation and optimization ensure on-time delivery and execution of deliverables/ campaigns
Conduct data analysis on campaigns performance (e.g. order and GMV targets) and offer ongoing recommendations for campaign optimization, such as innovative engagement and sales mechanics to enhance campaigns performance
Keep abreast of trends on other ecommerce platforms, social sentiments and broader industry developments, and leverage on such trends to initiate or optimize campaigns
Ad-hoc translations and copywriting for marketing materials and/or collaterals
Prepare weekly campaign report and update on progress and performance of KPI
End-to-end planning and execution of campaigns, including major sales (e.g. Black Friday), seasonal festivals (e.g. Easter, Christmas) and other major cross-category campaigns
Collaborate and coordinate across internal stakeholders, including working with Business Development, Business Intelligence, and other marketing functions (e.g. social media, partnerships, PR, online marketing, offline marketing, graphic design) for campaign creation and optimisation ensure on time delivery and execution of deliverables/ campaigns
Conduct data analysis on campaigns performance (e.g. order and GMV targets) and offer ongoing recommendations for campaign optimization, such as innovative engagement and sales mechanics to enhance campaigns performance
Keep abreast of trends on other ecommerce platforms, social sentiments and broader industry developments, and leverage on such trends to initiate or optimise campaigns
Ad-hoc translations and copywriting for marketing materials and/or collaterals
Prepare weekly campaign report and update on progress and performance of KPI
Actively engage with local business stakeholders and function leaders for long-term and sustainable product solutions that best suit one of our local markets
Manage the Product Marketing Team also by ensuring personal development goals are achieved
Maintain desired impact of product by leveraging on a deep understanding of the local markets
Analyse, align and evaluate customer problems and ways to solve them including feasibility and value of the feature requests with both business and Product teams
Be able to build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress for critical live issues
Manage cross-functional product features and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (coordinate UAT and go-lives)
Work with BU managers to support him/her in the decision making process
Have a deep understanding of the numbers of given department (Business Development, Marketing, Operations) and provide Business Owners.with in depth explanation of the changes
Prepare ad hoc analysis for a given business department incl. business recommendations
Prepare business cases / calculations for key initiatives
Develop and implement growth strategies for categories along with various stakeholders from across the region and across teams (e.g., Marketing, Operations, Business Development and other cross border teams (such as Payment, Warehouse)
Main KPI (Key Performance Indicator) is to drive Cross Border performance and business growth in a few categories in Poland
Help bridge the gap between the various seller offices, the regional teams, and local business development teams and local functional teams
Continuously analyse the internal and external environment to ensure that Cross Border sellers in the categories under management remain highly competitive within markets
Develop and execute seller programs, initiatives, and promotion strategies to drive Cross Border business growth the categories under management
Kontrola jakości pracy i kalibracja agentów zewnętrznych
Odpowiedzialność za przeprowadzanie analizy standardów jakości wobec naszego zespołu zewnętrznego i upewnianie się, że ich standardy jakości są na odpowiednim, wymaganym poziomie
Pomoc w regularnym przeglądzie Standardowych Procedur Operacyjnych w oparciu o opinie użytkowników i wprowadzenie usprawnień
Regularna aktualizacja bazy wiedzy i przekazywanie informacji do całego zespołu obsługi klienta
Współpraca z Trenerem, który szkoli zespół obsługi klienta, w celu zapewnienia odpowiednich standardów pracy zespołu zewnętrznego i pracy w oparciu o nie
Manage, train and coach contact team members and monitor staff's performance according to established monitoring standards
Develop, implement and execute long term operational strategies to uphold the high standard and sustainability of CS operations
Constantly look into areas of improvements in existing processes / systems based on the feedbacks from the end users, implement changes and monitor the post-impacts
Forecast on the headcount requirements and plan ahead in order to keep pace with the growth of the company
Optimize contact center operations' costing by exploring various options such as improving agents' productivity, reducing contact volumes etc. while ensuring the service quality is not compromised
Ensuring operational KPIs such as service level, abandoned rate, average handling time, customer satisfaction, email / chat response rate and etc are met
Notify and escalate issues based on observations on real-time performance dashboard or daily/weekly/monthly reportings
Build effective data analysis models and reporting processes based on customer service data, feedback and benchmarking of industry best practices
Conduct quantitative/qualitative analysis of pain points/common issue
Drive root cause analysis, and propose findings & recommendations to drive improvement of customer service metrics such as contact rate, CSAT, and contact time
In-charging of headcount planning based on forecasted volumes and coordination with internal & external team (outsourced agency) on workforce planning
Troubleshooting if there is any abnormality on statistics
Actively engage with local business stakeholders and function leaders for long-term and sustainable product solutions that best suit one of our local markets
Maintain competitiveness and profitability of product by leveraging on a deep understanding of the local markets
Analyse, align and evaluate business requirements, feasibility and value of the feature requests with both business and Product teams to deliver localised Business Requirement Document (BRD)
Prepare User Acceptance Test (UAT) scenarios, coordinate the testing and live releases
Manage cross-functional product features and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (BRD, UAT, Live Release)
Execute day-to-day product operations to ensure the continuity of Shopee's business. The Product lines will include Listing, RR, CS, API/Buyer, Anti-Fraud areas
Lead all CRM initiatives across user journey from planning, alignment, execution and performance monitoring
Lead team to drive buyer lifecycle campaigns to onboard, engage, re-activate and prevent churn of Shopee’s users
Develop, review and manage customer journeys and automation schedules to be aligned with the overall CRM plans for local markets
Working closely with regional and local marketing teams (e.g. campaign, marketing ops) to ensure the automated lifecycle campaigns are executed accurately and smoothly meeting platform objectives
Lead engagement with regional for all in market tools, features and best practices available to execute automated / manual CRM campaigns
Strong analytics skills to analyse and monitor the performance of campaigns and have the test and learn mindset to design test ideas to optimise the performance
Perform competitor analysis to optimise Shopee CRM initiatives
Manage the team of specialists responsible for the application support, and help their professional development
Build knowledge of Shopee systems in your team and know yourself how each of our products operate
Work closely with Product Managers, QA Engineers distributed internationally to make sure polish platform is stable and serves its users well Monitor and optimize the processes of cross-domain bugs reporting including international alignment
Coordinate major escalations of the errors reported to global headquarters
Perform a smooth, strong relationship with local and international stakeholders
Develop and implement growth strategies for categories along with various stakeholders from across the region and across teams (e.g., Marketing, Operations, Business Development and other cross border teams (such as Payment, Warehouse)
Main KPI (Key Performance Indicator) is to drive Cross Border performance and business growth in a few categories in Poland
Help bridge the gap between the various seller offices, the regional teams, and local business development teams and local functional teams
Continuously analyse the internal and external environment to ensure that Cross Border sellers in the categories under management remain highly competitive within markets
Develop and execute seller programs, initiatives, and promotion strategies to drive Cross Border business growth the categories under management
Actively engage with local business stakeholders and function leaders for long-term and sustainable product solutions that best suit one of our local markets
Maintain competitiveness and profitability of product by leveraging on a deep understanding of the local markets
Analyse, align and evaluate business requirements, feasibility and value of the feature requests with both business and Product teams to deliver localised Business Requirement Document (BRD)
Able to build strong relationships through problem understanding, ensuring timely resolution or escalation, and communicating promptly on progress for critical live issues
Prepare User Acceptance Test (UAT) scenarios, coordinate the testing and live releases
Manage cross-functional product features and collaborate with multiple functions to ensure the successful delivery of these features to the respective markets (BRD, UAT, Live Release)
Execute day-to-day product operations to ensure the continuity of Shopee's business
The Product lines will include Listing, RR, CS, API/Buyer, Anti-Fraud areas
To automate mundane tasks, where building marcos, templates, VBA, Python functions
Know SQL knowledge to queries data from data suite, or lumos to make sure each process improvements and initiatives are quantifiable
Build dashboards through varies software such as data studio from google and etc to track performance and KPI of team’s daily tasks
Able to think out of the box on process improvements such as learning the current process and implement learner approaches by controls, save time operations and also productive solutions in longer run
Constant re-evaluation of the process needs to make sure the team does not fall into another mundane job after implementation of the last process improvements - this allows the team to work on more meaningful items instead of mundane tasks
Collaborate with HR function representatives to understand business needs and support best data driven decisions
Respond to HR data requests on an ad hoc basis by gathering, analysing and reporting relevant data from various sources
Provide regular and customised reports (monthly, quarterly, and annual)
Build interactive dashboards and reporting tools using Power BI
Review current ways of collecting data and propose improvements to increase efficiency and improve data quality
Conduct reward analysis like: bonus calculation, salary review analysis based on market data (Mercer and or Korn Ferry methodology)
Participate in development of remuneration strategy and its execution
Support in design and execution of Performance and Reward processes (like performance appraisal process, salary review process, recognition bonus schemes etc.)
Support the planning and execution of campus recruitment initiatives, including but not limited to presentations, pop-up installations, career fairs, webinars, etc
Take active part in promotional materials end to end process preparation
Post Early Careers roles job ads on universities’ careers centers portals and job boards dedicated to the young talent
Keep working relationships with all job portals with which we do cooperate in terms updates which needs to be introduced and content edition
Support onboarding new vendors and taking care of the invoices process for all EB initiatives
Prepare data for the report tracking key EB performance indicators
Work with BU managers to support him/her in the decision making process
Have a deep understanding of the numbers of given department (Business Development, Marketing, Operations) and provide Business Owners with in depth explanation of the changes
Prepare ad hoc analysis for a given business department incl. business recommendations
Prepare business cases / calculations for key initiatives
Develop and conceptualise Shopee Poland’s Public Relations (PR) strategies to grow and sustain Shopee’s share of voice in the media
Implement PR initiatives that are aimed at achieving maximum visibility across different media platforms, including print, broadcast and online media outlets
Identify media trends, news cycles and spin opportunities
Identify and manage relationships with key media outlets, editors and journalists
Analyse and measure performance of PR efforts
Performance and gap analysis to identify gap to close vs competitor
Responsible for maintaining and protecting Shopee’s reputation and building brand love, through strategic communications and creative storytelling
Maintains and implements communication plans to support the Corporate Affairs Team
Foster relationships with communities and key stakeholders
Recognises and manages risks, putting in place necessary mitigation plans and communicating to stakeholders
Conduct research, identify opportunities and expand Shopee partnership will all local partnerships covering but not limited to logistics, banks, charities, and all local strategic event
Develop strong relationship with all partners to increase Shopee reach and maximise all visibility with partners across both campaign and non-campaign periods
Device plan, lock long term barter and access to all partners visibility with all strategic partners
In search of strategic/ tactical/ opportunistic events/ partnership that Shopee is able to win to increase reach
Execute partnership campaigns, track and monitor performance and recommend improvement opportunities
Develop weekly performance updates and actions plan to align with business directions
Conduct competitor analysis research and monitoring and device plan to proactively stay ahead