Operations & Customer Service Manager, SEA Digital Commerce

About the role

The Operations & Customer Service Manager will be the operational backbone for Ralph Lauren’s Southeast Asia digital commerce ecosystem. You will oversee marketplace stores on Shopee, Lazada, Zalora, TikTok Shop and the brand’s own site, ensuring flawless execution of stores, campaigns and customer interactions.

Key responsibilities

• Own day‑to‑day store operations across all SEA marketplaces, managing assortment, pricing, stock, content, fulfilment SLAs, returns and cancellations.
• Lead operational planning and execution for major campaigns, mega‑day sales and platform activations, coordinating pricing, vouchers, stock and content uploads.
• Support new store launches and platform enhancements, translating platform requirements into scalable internal processes.
• Manage customer service operations across marketplaces and brand sites, ensuring response timeliness, resolution quality, CSAT targets and vendor coordination.
• Track and improve KPIs such as fulfilment performance, cancellation and return rates, SLA adherence and CSAT, driving root‑cause analysis and process improvements.
• Act as subject‑matter expert for marketplace operations, partnering with commercial, marketing, supply chain, finance and external vendors.

Required profile

• Proven experience in marketplace or e‑commerce operations within a premium retail environment.
• Strong understanding of marketplace mechanics, service operations and platform tools.
• Ability to work cross‑functionally with internal teams and external vendors.
• Data‑driven mindset with experience monitoring and improving operational KPIs.

Required skills

What we offer

• Opportunity to shape the digital commerce strategy for a global luxury brand.
• Collaborative environment with cross‑regional teams.
• Exposure to leading Southeast Asian marketplace platforms.