Mass and Partner Experience Operations

2 weeks ago

Philippines Lazada Full time $104,000 - $130,878 per year

Location:

Philippines

Department: Marketing & Communications-User Growth & Performance Marketing

Location: Philippines

Job Description

The role

The Mass and Partner Experience Operations Lead plays a strategic role in scaling the affiliate ecosystem through robust partner engagement, streamlined operations, data-driven acquisition strategies, and optimized communication channels. This position leads both the mass operations and partner experience functions while also driving business development and acquisition to support the expansion and long-term success of affiliate partners.

Key Tasks & Responsibilities

  • Communication & Brand Authority
  • Manage and optimize all affiliate communication channels with clear, timely, and aligned messaging.
  • Strengthen brand presence and engagement on all owned social media platforms.
  • Build an informative ecosystem to continuously educate and equip affiliate partners.
  • Monitor and evaluate communication and engagement metrics.

KPIs:

  • Number of Sign-ups
  • Lower CAC
  • Increased communication channels

  • Social media follower growth and engagement rate

  • Mass Partner Engagement & Activation

  • Design and implement strategies to boost partner engagement, activation, and transition to expert or top partner status.
  • Maximize incentive program uptake to encourage performance and retention.
  • Streamline onboarding and engagement journeys to reduce friction and confusion.

KPIs:

  • Number and % of engaged/active partners
  • % Graduated

  • % Incentive Opt-Ins

  • Business Development & Partner Acquisition

  • Apply business development strategies to acquire and activate high-potential affiliate partners including KOLs, influencers, content creators, and mobile individuals.
  • Manage and incubate partnerships with talent agencies and organizations.
  • Track and analyze lead quality and acquisition funnel effectiveness.
  • Collaborate with cross-functional teams (Commercial, Comms, Campaigns, Public Relations, Marketing, etc.) to launch strategic initiatives and joint campaigns.
  • Provide data-driven insights post-campaign to optimize future executions.
  • Coordinate with regional teams for product launches that improve the partner experience.

KPIs:

  • Number of new partners onboarded
  • Lead-to-conversion ratio
  • Number of strategic partnerships initiated

  • Campaign ROI and post-mortem performance insights

  • Operations & Partner Experience

  • Improve standard processes and internal workflows to enhance productivity and partner satisfaction.
  • Establish a feedback mechanism to resolve partner issues promptly and retain high-value partners.
  • Train and support BPO agents to become Virtual Key Account Managers (VKAMs).
  • Ensure alignment of operational processes with business goals.

KPIs:

  • Approval rate improvement
  • Number of handled/resolved partner cases
  • Number of VKAMs supported
  • Partner satisfaction and retention rate

Job Requirements

Qualifications & Skills

  • 3–5 years of experience in Sales, Account Management, or Community Management
  • Proven ability to manage and negotiate with partners and clients
  • Strong communication and interpersonal skills
  • Proficiency in MS Excel and PowerPoint; confident with analytics and presentations
  • Experience using data to make informed decisions and evaluate performance
  • Comfortable working cross-functionally with internal and regional teams
  • Highly adaptable and thrives in fast-paced, high-growth environments
  • Strong project management, organizational, and multi-tasking abilities
  • A proactive, solution-oriented mindset with a can-do attitude #IfNotMeWho #IfNotNowWhen

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