Lead the day-to-day execution and quality of Campaign Operations on the Makro PRO platform by coordinating campaign delivery across Web & App, owning operational standards and documentation, acting as the first-line escalation and technical liaison with the Tech team, and supporting the Department Manager in developing the team and driving continuous process improvement.
1. Campaign Delivery & Operational Execution
- Lead and coordinate end-to-end campaign set-up across Web & App, ensuring accurate, first-time-right, on-time go-live.
- Plan and distribute daily workload across the team; safeguard pace and quality during peak campaign periods.
- Own the most complex or high-visibility campaigns personally, and step in to unblock delivery when needed.
- Act as the first-line escalation point for operational and platform issues before they reach the Department Manager.
- Partner with Commercial, Marketing, Product, Tech, Design, 3P, and other cross-functional teams to align requirements, timelines, and execution plans.
2. Operations, Quality & Documentation (SOP / Handbook / Guideline)
- Establish and maintain SOPs, operational handbooks, and set-up guidelines for campaign and content operations across Web & App.
- Standardize quality-control frameworks and checklists; run QC to ensure parity and correctness across both platforms.
- Identify recurring errors and operational gaps, and turn them into documented fixes, guidelines, and preventive controls.
- Continuously refine ways of working and drive first-time-right execution across the team.
3. Data Analysis & Performance Tracking
- Track and report team KPIs — accuracy, on-time delivery, turnaround time, workload, and issue resolution.
- Build and maintain dashboards and reports using Excel, Looker or further AI tools to surface trends, bottlenecks, and capacity needs.
- Translate operational data into clear insights and recommendations to support planning and prioritization decisions.
4. Technical Liaison & Issue Escalation
- Serve as the primary bridge between Campaign Operation and the Tech / Dev team.
- Diagnose platform and CMS issues, translate operational problems into clear technical requirements, and escalate with the right priority and detail.
- Follow through on tickets, feature requests, and fixes; communicate resolutions and workarounds back to the team.
Requirements
- Bachelor's degree in E-commerce, Marketing, Business Administration, Information Technology, Digital Marketing, Communication Arts, or related fields.
- 3-4 years in Campaign Operations or E-commerce, including experience as a senior specialist, team lead, or assistant manager.
- Advanced, business-level command of English (verbal and written) — able to write, review, and negotiate at a professional standard, not basic communication only.
- Data-analysis skills, with hands-on proficiency in Google Looker an advantage.
- Proficiency in Microsoft Office (Excel, PowerPoint) and experienced in CMS / campaign management tools across Web & App.
- Able to liaise with Tech / Dev teams — diagnosing issues, framing technical requirements, and escalating effectively.
- Proven ability to build and maintain SOPs, handbooks, and operational guidelines.
- Strong ownership, problem-solving, and stakeholder-management skills.
- Flexibility to work late hours and operate on a shift-based schedule during key campaign periods.