About Us

Ripples Commerce is Thailand's leading and fastest-growing Social Commerce agency and e-commerce enabler, consistently ranked as the TikTok Shop Partner in the country. We build full-funnel commerce and marketing solutions designed to scale brands on TikTok Shop(). From strategy to execution, we transform creativity into conversion and content into measurable growth(). In just over two years, we've grown from a 20-person startup to a 200+ strong team, working with local heroes and some of the world's most iconic global brand portfolios(). At Ripples, we're not just riding the future of commerce - we're building it().

About The Role

As Senior Cluster Manager / Cluster Manager, you will serve as the strategic business lead and trusted advisor for a major global brand portfolio on TikTok Shop. This is a high-impact hybrid leadership role: part senior strategist, part team builder, and part live-commerce commercial operator. You will be responsible for building, structuring, and leading a high-performing team beneath you to manage large-scale live streaming operations (totaling thousands of live hours per month). You will drive overall cluster GMV, optimize operational excellence, manage senior executive stakeholders, and extract granular insights to formulate high-level growth strategies across all sub-brands within the portfolio.

Key Responsibilities

• Strategic Account & Live Commerce Leadership:

• Serve as the strategic lead and trusted advisor for a global brand portfolio on TikTok Shop.
• Consolidate, drive, and elevate live streaming performance across all brands within the cluster, translating overall business objectives into scalable commercial strategies.
• Drive high-level growth strategy while maintaining the ability to dive deep into granular details and extract actionable operational and sales insights.

• Team Building & People Leadership:

• Build, structure, and scale a dedicated account and live-operations team below you to support expanding brand operations.
• Lead, mentor, and empower a multi-level team (Account Managers, Live Producers, Campaign Executives).
• Set clear KPIs, drive accountability, and foster a culture of ownership, continuous learning, and operational excellence.

• Commercial Growth, GMV & Live Performance Ownership:

• Own cluster-level GMV targets, revenue growth, and account performance across all TikTok Shop channels.
• Oversee and optimize high-volume live streaming operations (managing up to thousands of live hours per month across multiple brands/studios).
• Continuously analyze performance metrics (conversion rate, traffic, GPM, retention, streamer efficiency) to identify growth pockets and process improvements.

• Operational Improvement & Cross-Functional Orchestration:

• Drive continuous operational improvements in live streaming production, broadcasting setups, inventory allocation, and fulfillment workflows.
• Quarterback internal cross-functional engines - IMC, media buying, creative production, live operations, and fulfillment - ensuring seamless execution aligned with commercial goals.

• Senior Stakeholder Management & Escalation:

• Manage end-to-end relationships with senior executive stakeholders, holding regular business reviews, strategy syncs, and performance alignment meetings.
• Handle business escalations, operational bottlenecks, and strategic pivots with speed, judgment, and confidence.

Key Performance Indicators (KPIs)

• Cluster GMV & Revenue Growth: Meeting/exceeding revenue targets across all brands under management.
• Operational Improvement & Live Execution: Streamlining live broadcast workflows, quality control, studio utilization, and live hours efficiency (scaling towards thousands of monthly hours).
• Stakeholder Satisfaction & Management: Building strong, trust-based partnerships with brand executives and C-level leads().
• Team Performance & Capability Building: Successfully hiring, onboarding, and scaling a high-performing team.

Qualifications

• Experience: 5+ years of experience in e-commerce, social commerce, live streaming operations, key account management, or agency environments, with at least 2-3 years in team leadership and client-facing roles.
• Seniority: Senior Cluster Manager / Cluster Manager level, capable of holding the room with C-level stakeholders and brand leads.
• Live Commerce Mastery: Proven track record or strong familiarity with high-volume live streaming operations on TikTok Shop and understanding how to scale live hours effectively.
• Analytical & Strategic Mindset: Exceptional ability to look at macro growth strategies while dissecting small operational details and metrics to extract actionable insights.
• Commercial Drive: Strong understanding of GMV drivers, TikTok Shop algorithms, promotion structures, and P&L levers.
• People Leadership: Demonstrated success in building, coaching, and scaling teams from the ground up.
• Tech & AI Literacy: Proficient with platform analytics, Google Sheets/Excel(), and comfortable utilizing AI tools (ChatGPT, Claude, analytics co-pilots) to scale team output and optimize decisions.
• Languages: Excellent communication and presentation skills in English and Thai (working-level proficiency for global/regional stakeholders).

What You'll Get

• Full Ownership & Impact: Lead the strategy, team, and commercial performance for one of the largest global brand clusters at Thailand's TikTok Shop Partner.
• Build Your Own Team: Direct authority to build, structure, and nurture your own team beneath you.
• Direct C-Suite Exposure: Direct line to founders and brand executives, with real influence over commercial roadmaps and agency operations.
• Career Fast-Track: Accelerate your career in a hyper-growth commerce environment operating at the absolute forefront of live and AI-powered commerce.