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