E-Commerce & Customer Service Manager
About this role
Makro Myanmar is expanding its digital presence to serve wholesale customers beyond the physical store, and the E-Commerce and Customer Service Manager leads this effort from the Mingalar Taung Nyunt office. This senior role owns both the online ordering experience and the customer service operations that support digital and in-store interactions. The position requires someone who can translate wholesale business requirements into functional digital solutions while maintaining the service quality that Makro's business customers expect.
Key Responsibilities:
- Develop and execute the digital commerce strategy including online ordering platforms and mobile channels
- Lead the customer service team handling inquiries across phone, email, chat, and in-store channels
- Define service level agreements and monitor customer satisfaction metrics for both digital and offline touchpoints
- Collaborate with IT and external vendors on platform enhancements, bug resolution, and feature rollouts
- Analyze digital sales data to identify trends, optimize the online catalog, and improve conversion rates
- Train and coach customer service staff on product knowledge, issue resolution, and upselling techniques
Requirements:
- Bachelor's degree in Business, Marketing, Information Technology, or a related field
- Minimum 5 years of experience in e-commerce management, digital marketing, or customer service leadership
- Proven track record of managing online platforms in a retail, wholesale, or FMCG environment
- Strong analytical skills with experience using customer feedback data and sales analytics
- Excellent leadership abilities with experience managing teams of 10 or more people
What we offer:
- Competitive senior-level compensation package
- Strategic leadership role shaping the digital future of Myanmar's largest wholesale operator
- Cross-functional exposure spanning technology, marketing, operations, and customer experience
- Direct influence on how thousands of business customers interact with Makro digitally
Makro Myanmar is investing in its online-to-offline capabilities to match the evolving expectations of wholesale buyers who increasingly research and order products digitally before visiting the store.
Requirements
5+ years in e-commerce or customer service management, Experience leading teams, Digital marketing knowledge, Strong English and Myanmar communication