Assistant Brand Executive

Operations

Assistant Brand Executive
Location: Kuala Lumpur, Malaysia
Employment Type: Full-Time, Hybrid (2 days in office)

About The Job
We’re hiring an Assistant Brand Executive (ABE) to support day‑to‑day operations for our Hong Kong channels—brand.com (Shopify) and HKTVmall—with a strong focus on procurement, inventory coordination, customer service, and O2O initiatives that tie our e‑commerce channels to our sister veterinary hospital. This is a junior, hands‑on role with clear growth into Assistant Brand Manager.

Why This Role Rocks

Learn fast with structured onboarding and close mentorship

Own real responsibilities across e‑commerce ops, procurement, CX, and O2O pilots

Clear progression path to ABM for strong performers

What You’ll Do
Channel Operations (brand.com, HKTVmall & Offline/O2O)

Launch and maintain product listings (copy, images, attributes, tags, SEO basics)

Set up promos, bundles, and vouchers; support platform campaign submissions

Ensure storefront hygiene: ratings, Q&A, chat SLAs, return reasons, and buyer experience

Monitor daily sales, traffic, conversion, cancellations/returns; flag issues early

Coordinate order fulfillment and exceptions with warehouse/3PL (address changes, reships, damages)

O2O: Tie‑In with Sister Vet Hospital

Build O2O flows: clinic pickup/return options, in‑clinic QR → online journeys, and WhatsApp follow‑ups post‑consult

Referral & voucher setup: create clinic‑specific codes/links; track clinic‑originated orders and revenue

Clinic content & signage: coordinate landing pages, store‑finder, availability badges, and in‑clinic posters/QRs

Assortment & compliance: manage “vet‑recommended”/prescription diets with verification steps and appropriate DISCLAIMERS

Bundles & services: support product + service bundles (e.g., vaccination + preventatives), sampling, and trial packs

Ops alignment: align with clinic front desk for pickup SLAs, returns, exchanges, and temperature‑sensitive handling; maintain simple SOPs and quick‑reference guides for clinic staff

Procurement & Inventory Coordination

Prepare and raise purchase orders; follow up with suppliers on lead times and delivery

Track stock cover by SKU; alert on OOS risk, overstock, and expiry/lot where relevant

Support inbound logistics and receiving; reconcile delivery notes vs. POs

Maintain cost price and landed cost records; update price lists and margin trackers

Clinic stock: maintain clinic‑level par stocks/thresholds; coordinate replenishment and consignment where applicable

Customer Service & Buyer Experience

Handle customer inquiries (email/chat/phone) with friendly, timely responses

Resolve post‑purchase issues (returns, refunds, replacements) within SLA

Capture frequent issues and propose fixes to listings, packaging, or processes

Drive CSAT improvements and reduce return/cancel rates

O2O CS: coordinate with clinic front desk on O2O order queries, pickups, and escalations

Inventory Planning & Content

Keep collections fresh (new arrivals, bestsellers, seasonal picks)

Propose basic assets/briefs for promotions and on‑site banners

Ensure PDP accuracy (pack size, ingredients/specs, pricing, shipping)

O2O messaging: highlight clinic pickup, local availability, and vet‑approved education content

Reporting & Admin

Weekly dashboards: sales, traffic, conversion, stock cover, cancellations/returns, CSAT

Simple ad/boost tracking on HKTVmall/brand.com (spend vs. sales lift)

Maintain SKU master data, PO logs, supplier contacts, and SOPs

O2O tracking: clinic‑originated revenue, voucher/code performance, pickup SLA, QR scan‑to‑order funnel, and repeat purchase post‑visit

What Success Looks Like

30 days: Publish listings, respond to tickets, raise POs; pilot 1 clinic pickup flow end‑to‑end

90 days: Maintain channel hygiene, keep stock cover within guardrails, hit core SLAs; launch 1‑2 O2O voucher/referral pilots

6 months: Clear slow movers via targeted promos; improve CSAT/return rates; O2O contributes measurable % of HK orders with strong pickup SLA

About You

Experience: 0‑2 years in e‑commerce operations, procurement/supply chain, or customer service. Internships/placements count. (Retail/consumer goods/pet category a plus)

Tools: Shopify (+Shopify POS ideal), HKTVmall seller portal, Excel/Google Sheets (VLOOKUP/XLOOKUP, Pivot Tables), Gmail/Docs/Drive; Klaviyo/CRM and WhatsApp Business are a plus

Ops Skills: Detail‑oriented, process‑mindful, able to juggle tickets, POs, listings, and clinic coordination

Customer Mindset: Empathetic, clear communicator, calm under pressure; comfortable liaising with clinic front‑desk teams

Languages: Fluent Cantonese and English; Mandarin is a plus

Education: Diploma or degree; numerical/operations majors a plus—but attitude and aptitude matter most

Compliance Awareness: Basic understanding of HK data privacy (PDPO) and medical advice DISCLAIMERS; follow vet guidance

KPIs You’ll Help Drive

Stock health: OOS rate, days of cover, slow‑mover clearance

CX: First response time, resolution time, CSAT, return/cancel rate

Storefront hygiene: Listing accuracy, Q&A/Chat SLA compliance

Commercials: Promo execution accuracy, basic spend vs. sales lift tracking

O2O: Clinic‑originated revenue/orders, pickup success & SLA, referral conversion, QR scan‑to‑order rate, repeat purchase after clinic visit

Rewards & Perks

Competitive compensation with performance‑based reviews

Mentorship and skills training (procurement, inventory, Shopify/HKTVmall & O2O ops)

Supportive, fast‑moving, data‑driven team

Clear growth path to Assistant Brand Manager (ABM)

Ready to Grow?
If you’re organized, proactive, and excited to learn e‑commerce and O2O from the ground up, we’d love to meet you. Apply to become our Assistant Brand Executive and make an impact from day one.

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