CambodiaTrade.com is Cambodia’s first national B2B2C marketplace platform, officially managed by the Ministry of Commerce. Unlike traditional e-commerce websites, CambodiaTrade.com operates as a multi-sided digital marketplace connecting Cambodian producers, SMEs, women-led businesses, and large enterprises with domestic and international buyers, logistics providers, payment services, and trade support institutions. The platform serves as a national digital trade infrastructure enabling Cambodian businesses to access new markets and integrate into the global digital economy. Why This Role Is Important. In a national marketplace, trust, coordination, and human support are as important as technology. The Marketplace Experience Officer ensures smooth interactions across the B2B2C ecosystem, supporting sellers, buyers, and partners while safeguarding platform credibility and service quality. What You Will Do • Serve as the frontline contact point for buyers, sellers, and business partners • Support both B2B and B2C users, including SMEs, enterprises, and institutional buyers • Guide sellers through onboarding, verification, and product listing • Assist buyers with inquiries related to orders, payments, deliveries, and returns • Support dispute resolution and handle complaints professionally • Coordinate with internal teams and external partners • Track user feedback and prepare reports for the Operating Manager
About CambodiaTrade.com CambodiaTrade.com is Cambodia's national e-commerce marketplace platform managed by the Ministry of Commerce. The platform empowers Cambodian SMEs, women-led businesses, and provincial enterprises to participate in the digital economy with fully integrated payment and logistics solutions. As we evolve into CambodiaTrade.com 2.0 with initiatives like Trade Together and Cambodia2Global, we're expanding to support both small businesses and major corporate vendors. Position Summary The Operating Manager of CambodiaTrade.com is responsible for leading daily platform operations, ensuring high performance, growing the vendor ecosystem, managing products and logistics, overseeing customer service, coordinating marketing and promotions, ensuring compliance, managing financial operations, producing analytics reports, and driving continuous improvements for Cambodia's national e-commerce platform. Key Responsibilities Platform Operations & Performance • Oversee day-to-day platform operations ensuring stability, uptime, and optimal user experience • Monitor system performance and coordinate with IT teams for enhancements • Ensure security, data protection compliance, and digital trade best practices Vendor Onboarding & Ecosystem Growth • Lead onboarding of SMEs, women-led businesses, provincial enterprises, and major corporate vendors • Develop SOPs for training, KYC, product listing standards, and quality control • Coordinate with provincial commerce departments and implement Vendor Success Program Product & Logistics Management • Oversee product portfolio quality and category management • Manage end-to-end order processing: payments, inventory, shipping, returns • Coordinate with Cambodia Post and logistics providers to meet delivery SLAs Customer Service & Quality • Lead customer support team ensuring professional service delivery • Establish dispute resolution mechanisms between buyers and sellers • Maintain brand identity and content quality standards Financial Operations • Coordinate with payment gateway providers (KHQR, Alipay, banks) • Oversee financial reconciliation: vendor payouts, refunds, subsidies • Ensure compliance with cross-border payment regulations Marketing & Campaigns • Execute strategic campaigns: Cambodia2Global, flash sales, Online Expo, mega sales (11.11, 12.12) • Coordinate cultural promotions (Khmer New Year, Pchum Ben) • Work with influencers, chambers, and partners on promotional activities Analytics & Reporting • Track KPIs: GMV, orders, conversion rates, customer retention, vendor performance • Produce weekly and monthly reports for H.E. Chea Ratha and MoC leadership • Use data insights to propose strategic improvements Compliance & Partnerships • Implement Cambodia E-Commerce Trustmark System (CETS) • Ensure compliance with e-commerce laws, consumer protection, and IP rules • Liaise with UNDP, development partners, platform vendors, logistics companies, and chambers • Support Trade Together and DEFA-related commitments Platform Development • Work with developers on CambodiaTrade.com 2.0 roadmap • Prioritize features: auction, bulk order, subscription model, B2B wholesale, vendor dashboards • Oversee testing, QA processes, and feature adoption monitoring