Senior Commercial Operations Executive

Omnichannel Operations & Marketplace Management

• Manage and support DAX system functionality, acting as the key point of contact between sales channels and IT

• Monitor and track end-to-end omnichannel order flow across key fulfilment channels (e.g., Click & Collect, Click & Reserve, and home delivery) from DAX to SAP to 3PL, ensuring timely fulfilment and resolution of outstanding actions

• Generate reports on expired, cancelled, and pending orders, and communicate updates to relevant stakeholders

• Support and guide stores in resolving DAX-related operational issues

• Oversee and coordinate resolution of customer service queries related to omnichannel orders, liaising with Retail Operation team where required

• Manage third-party marketplace (3PM) order fulfilment processes

Operations & Order Fulfilment Management

• Monitor and manage short-shipped, unsatisfiable, and unpickable orders in SAP

• Liaise daily with 3PL partners on digital order issues, including cancellations, mis-picks, errors, and address updates

• Oversee and support daily processing of returns and reverse logistics activities

• Ensure timely resolution of operational issues affecting order fulfilment

• Provide backup support for customer service during peak periods or team absence

Data Analytics & Reporting (Power BI)

• Develop, maintain, and enhance dashboards and reports using Power BI

• Analyze operational data to identify bottlenecks in logistics, warehousing, and reverse logistics processes

• Provide insights to improve order fulfilment performance and operational efficiency

• Contribute to the development of reporting tools to track promotion performance and operational metrics

Stakeholder Collaboration

• Work closely with Retail Operations, E-Commerce, Supply Chain, Customer Service, and IT teams

• Coordinate with 3PL partners to ensure efficient order processing and issue resolution

• Communicate effectively with stakeholders across Singapore and Malaysia to ensure smooth operations
  

Process Improvement & Systems

• Identify opportunities to improve omnichannel workflows and system efficiency

• Contribute to optimization of DAX, SAP, and reporting tools

• Contribute to continuous improvement initiatives in operations and fulfilment processes

• Monitor and resolve API data sync errors between marketplaces (Shopee/Lazada) and internal ERP systems to prevent stock overselling

Other Duties

• Perform additional duties as assigned, in line with business needs

  Education

• Diploma or Bachelor's degree in Business, Information Systems, Supply Chain, or a related field
• Certification or hands-on experience in Microsoft Power BI or SAP S/4HANA is an advantage

Experience

• Experience in retail operations, omnichannel fulfilment, or logistics is an advantage

• Familiarity with SAP, DAX, or similar order management systems is preferred

• Experience supporting omnichannel or marketplace operations is an advantage

• Experience with Excel and basic data analysis exposure to Power BI is preferred