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E-commerce Operations Specialist

2 months ago

Shanghai, Shanghai, China AMEX Full time

**Role Overview**

We are seeking an E-commerce Operations Specialist to manage a large portfolio of Asian existing suppliers and optimize engagement to meet supplier needs and reduce inbound questions over time.

Key Responsibilities:

  • Manage the official Wayfair supplier WeChat group community, independently plan, create and push mass/at-scale communication via WeChat, foster and maintain an active and engaged supplier base.
  • Improve the bot's automated responses by analyzing supplier inquiries and adjusting bot responses to address frequent issues.
  • Conduct regular surveys and feedback analysis to gauge supplier satisfaction and understand areas for improvement in WeChat interactions.
  • Collaborate cross-functionally with a large number of global teams to provide best-in-class supplier support, respond to supplier inquiries and resolve supplier issues.
  • Own the analytics and reporting of the new supplier incubation program, leverage data to identify program & process improvement opportunities.
  • Lead or support various supplier events in collaboration with other Wayfair supplier-facing teams in China.

**Requirements**

  • 1-3 years of E-commerce, sales, social media marketing, or management consulting experience. E-commerce sellers management / education / relationship management experience is preferred.
  • Highly articulate and persuasive communication skills in Mandarin, both written and verbal. Previous experience with WeChat / social media marketing is preferred.
  • Strong analytical skills, able to manipulate and analyze large datasets to draw insights, readiness to work with data using Excel, SQL, BI tools like Power BI or Tableau.
  • Innovative problem-solving skills, plus the ability to dissect and determine root causes of problems, then implement solutions.
  • Good project management skill, ability to multitask, collaborate and prioritize work in a fast-paced and ambiguous environment.
  • Proficient level of English, able to work effectively with global teams in an English-speaking setting. Working experience in multinational companies preferred.
  • General knowledge of cross-border E-Commerce or Home Goods industry is a plus.