Retention Lead - Spx Express (Jakarta)

Department Operations- LevelExperienced (Team Lead)- LocationIndonesia - JakartaThe Operation teams at Shopee covers the operational end-to-end process, from when the buyer searches for a product listed on the Shopee platform, to the moment the buyer receives the products. The team analyses and monitors operational KPIs across the region and conducts root cause analysis when operation performance fluctuates. The Operations team comprises Customer Service, Payment, Listings, Warehouse, Logistics, Seller Operations and Fraud.
- Lead a team of up to 10 Account Executives in monitoring sellers' experience, performance and** **growth with Shopee Express in each region
- Monitor team members' performance against KPI, and suggest KPI adjustment if needed
- Able to identify and resolve seller issues related to system, orders, and operations
- Assess individual performance through observation and measurement, and suggest corrective actions as needed
- Assess current team processes and procedures, identify opportunities for improvement, and implement them
- Coach, mentor, and provide feedback to team members
- Foster a competitive yet collaborative team environment

**Requirements**:

- Bachelor's degree, preferably from 3PL/Logistics background
- 3+ years of experience in Account Management or Seller Management in logistics companies
- Strong oral and written communication skills
- Proven ability to lead a team in achieving KPI
- Excellent leadership skills
- Results-oriented with strong analytical skills
- Able to work under pressure in a fast paced company
- Dependable with high sense of ownership
- Deep understanding of CRM systems and best practices
- Proficient in Microsoft Office