Overview
This document defines what LMC’s Managed Marketplace Operations service contains, how we deliver it, what the client receives, and what sits outside scope. It is the source of truth for sales conversations, contract drafting, and delivery scoping.
Managed Marketplace Operations is a single coordinated retainer that runs a live Shopee or TikTok Shop store end to end. It is the operating engine of the LMC service ladder and the service every Solution bundle is built around.
What it is
Managed Marketplace Operations runs your store so you do not have to. It bundles listings, ads, campaigns, affiliate and creator marketing, reviews, customer chat, and market intelligence into one monthly retainer with one accountable team.
Managed Marketplace Operations is right for you if:
- You already have a working store on Shopee or TikTok Shop and you need it run professionally.
- You are launching a store and want operations from day one (in that case, see the Launch Starter Pack).
- You have an in-house team stretched thin and need a partner to own day-to-day platform execution.
- You want one accountable operator instead of stitching together separate ads, content, and CS vendors.
What it is not
Managed Marketplace Operations is the wrong fit if:
- You do not have a store yet and need one built - start with Store Build & UX, or the Launch Starter Pack if you are pre-launch.
- You are still deciding whether to enter the market or which platform to pick - start with Market Research.
- You need only one component (just ads, just creator marketing) - those are available a la carte.
- Your main problem is counterfeits or gray imports - start with Brand Protection.
We will tell you if you are on the wrong rung. The 3-month minimum on this retainer is real, and we do not sign clients we believe should start somewhere else.
Process
Managed Marketplace Operations follows a fixed delivery sequence with an ongoing operating cadence.
- Onboarding audit (Week 1-2). We review current store health: keyword coverage, listing completeness, ad account structure, campaign history, review profile, affiliate and creator activity. We deliver a written baseline report and a 90-day growth plan. The client confirms or redirects.
- Keyword and listing optimization (ongoing). We research and implement platform-specific keywords per SKU, and optimize titles, descriptions, attributes, and images within platform specs. Core SKUs refresh monthly; new launches are event-driven.
- On-site advertising management (ongoing). We operate Shopee Ads and TikTok Shop Ads - campaign structure, bid strategy, budget allocation, weekly performance review. Ad spend is the client’s own budget; LMC manages deployment, never funds or marks up spend.
- Campaign and promotional orchestration (ongoing). We plan and execute platform campaign participation (Shopee 11.11, TikTok Shop Flash Deals, and similar) and brand-specific promotions.
- Market intelligence (ongoing). Monthly light competitor tracking - pricing shifts, new listings, competitor campaign moves. One quarterly deep market research report covering category trends, competitor positioning, and pricing dynamics.
- Affiliate and creator marketing (ongoing). We run the store’s affiliate program - creator recruitment, commission structure, performance management - and coordinate KOL and KOC creators: seeding, briefing, UGC collection, livestream booking. Heavier on TikTok Shop, lighter on Shopee. LMC coordinates and briefs; creators produce their own content.
- Buyer engagement (ongoing). Chat support across pre-sales questions and after-sales service, plus rating and review management. Light workload runs on a shared pool and is included in the retainer.
- Monthly NMV Report + Performance Commentary. Each month we deliver a structured report and HoD commentary on what changed and why. The report goes directly to the client contact; no call is required unless the client wants one.
What this means for you: one team owns the full platform operation. You receive one report, one point of contact, and one accountable group - not five vendors pointing at each other when a number moves.
Deliverables
| Deliverable | Cadence |
|---|---|
| Onboarding baseline report (written) | Once, end of Week 2 |
| 90-day growth plan | Once, first quarter scope anchor |
| Keyword and listing optimization log | Ongoing (Odoo task record, accessible on request) |
| Monthly NMV Report + Performance Commentary | Monthly, by the 5th of the following month |
| Ad account access | Client retains ownership; LMC operates under sub-account or manager access |
| Campaign calendar | Updated monthly (shared Google Drive or Odoo document) |
| Quarterly Market Research Report | Quarterly (deep - category trends, competitor positioning, pricing dynamics) |
| Monthly competitor snapshot | Monthly, inside the NMV Report |
| Affiliate and creator marketing summary | Monthly, inside the NMV Report |
| Buyer engagement coverage + response-time summary | Ongoing; volume summary inside the NMV Report |
| Fulfillment SLA summary | Inside the NMV Report when 3PL coordination is active |
Price
Packaging mode: Scoped retainer - fixed scope, monthly commitment.
| Component | Amount |
|---|---|
| Onboarding fee (one-time) | 15,000,000 VND |
| Monthly retainer (per store) | 15,000,000 VND/month |
| NMV commission | 4% of Net Merchandise Value, flat |
Minimum viable engagement: 1 store, 3-month minimum retainer commitment.
Scope scales with the account. The retainer is flat, but delivery effort is proportional - a small store gets a lighter-touch application of the full capability set; a large store gets the full engine. The 4% NMV commission, not the retainer, does the scaling. There is no commission floor.
Multi-store pricing: Each additional store adds 15,000,000 VND/month retainer. NMV commission is charged per platform, not per store - multiple stores on the same platform sharing one catalog incur a single commission on that platform’s combined NMV.
Buyer engagement staffing: Light pre-sales and after-sales chat plus rating and review management is included in the retainer, served by a shared pool. Heavy workload, or a client-requested dedicated product-trained agent, is billed at 15,000,000 VND/month per staff.
LMC Store Commitment: If the client has no existing store, or needs a rebuild, Store Build & UX (20,000,000 VND value) is delivered free under a 100% discount applied at signing when the client commits to a 12-month Managed Marketplace Operations retainer.
Launch Starter Pack graduates: A client moving into a standard retainer directly after a Launch Starter Pack 3-month sprint does not pay the 15,000,000 VND onboarding fee again - they were already onboarded during the bundle.
All prices exclusive of VAT.
How it connects to the rest of LMC
Managed Marketplace Operations is the operating core of the LMC graduation ladder. Every Solution bundle is built on top of it.
| Situation | Recommended LMC service |
|---|---|
| Pre-launch - no store, market not yet validated | Launch Starter Pack (research + build + 3-month operations sprint) |
| Running 2 or more stores across platforms, needs coordinated multi-store operations | Multi-channel Growth Accelerator (40M init + 38M/mo + 3% NMV) |
| Wants LMC as a full embedded eCom department - operations + brand protection + advisory | Full-Stack Partnership (FREE init + 65M/mo + 2% NMV, 24-month minimum) |
| Only needs one component (just ads, just creator marketing) | Route to the a-la-carte service for that component |
Graduation path: Managed Marketplace Operations to Multi-channel Growth Accelerator to Full-Stack Partnership. When a client reaches 2 or more stores, propose Multi-channel Growth Accelerator at the next review. When a client adds a Brand Protection contract, engages Advisory regularly, or signals a horizon past 24 months, propose Full-Stack Partnership.
Out of scope
- Creative production. Graphic design and brand identity are a paid add-on via LMC’s Design Service, not bundled. Product photography and video are not an LMC capability - the client supplies them, and affiliate and KOL/KOC creators produce their own content. LMC specs creative requirements and coordinates assets.
- Store initial build or rebuild. If the store does not exist or needs a structural rebuild, that is Store Build & UX - or the LMC Store Commitment mechanic to bundle the build.
- Fulfillment operations. Pick, pack, and ship are handled by a 3PL sub-vendor, not by LMC directly. LMC provides 3PL coordination as a bundled activity, not a standalone service with its own LMC-signed SLA guarantee.
- Brand protection and IP enforcement. Counterfeit scanning, MAP monitoring, reseller disputes, and platform IP escalation are the Brand Protection service.
- Off-platform paid ad channels. On-site Shopee Ads and TikTok Shop Ads are in scope, as is affiliate and creator marketing for the managed store. Meta, Google, YouTube, and Zalo ad campaigns are not - they require separate scoping and GM pre-approval.
- Buyer engagement limits. Covers text chat on contracted marketplace channels (Shopee and TikTok Shop in-platform messaging) and rating/review management. Not included: phone or voice support, 24/7 coverage, channels outside the contracted marketplaces, and non-Vietnamese-language support.
- Cross-border and non-Vietnam platforms. Primary platforms are Shopee VN and TikTok Shop VN. Lazada VN and Amazon SEA are case-by-case and require GM pre-approval before quoting. Amazon Global and other non-VN platforms are not current capabilities.
- Inventory ownership or consignment. LMC does not purchase, hold, or take title to client inventory under any circumstances.
- Guarantees on absolute GMV or NMV outcomes. LMC commits to executing the defined process and delivering the defined deliverables. LMC does not guarantee a specific NMV number; the Monthly NMV Report tracks results transparently and flags underperformance.
How to engage
- Book a 30-minute scoping call - free. We confirm whether Managed Marketplace Operations is the right fit, review your store, and quote the engagement.
- Receive scope of work and contract. Engagement begins on signature and the onboarding fee.
- Onboarding audit runs Weeks 1-2. You receive the baseline report and 90-day growth plan.
- Ongoing operations begin with the agreed monthly cadence.
- Monthly NMV Report delivered by the 5th of each following month.
- Quarterly profitability and scale review - LMC and the client review results and discuss whether to add stores or graduate to a Solution bundle.