FBS Account Manager Lead

• Act as the key business partner for high-value sellers, including senior executives and decision-makers.
• Drive strategic relationship management by fostering long-term, trust-based partnerships that enable seller growth and platform collaboration.
• Lead escalations and high-impact issue resolution, ensuring responsive support beyond standard hours when necessary.

• Oversee seamless seller onboarding and enforce full compliance with FBS processes and SLAs.
• Proactively manage inventory health, replenishment cycles, and fulfillment operations to prevent service lapses and stockouts.
• Serve as the primary escalation point for complex billing, reconciliation, and VAS (Value-Added Services) concerns.
• Collaborate cross-functionally with warehouse, logistics, finance, and product teams to unblock seller issues and enhance FBS experience.
• Mentor junior account managers and contribute to capability-building within the FBS team.

• Leverage data analytics to identify and prioritize seller-level growth opportunities and operational risks.
• Lead the design and execution of strategic initiatives to drive ADO (Average Daily Orders), GMV, and assortment expansion.
• Partner closely with Category, Marketing, and Campaign teams to co-create high-impact seller initiatives and ensure execution readiness.
• Conduct performance deep-dives, deliver quarterly business reviews, and champion policy adherence and continuous improvement.

• Bachelor's degree in Business, Marketing, Operations, or related field
• 7-9 years experience in account management, operations, or e-commerce fulfillment.
• Excellent communication and relationship management skills.
• Mature and self-driven; able to manage complex accounts independently.
• Proficient in Excel/Google Sheets; data-driven and analytical.
• Flexible and responsive to seller needs beyond standard hours if required.
• Customer-first mindset with a passion for business growth.
• Chinese speaking & writing is an advantage.

Shopee