Manager, Marketplace Performance & CX Insights

1. Merchant Policy Management and Compliance

• Design, review, and continuously improve e-commerce platform policies for merchants covering stock availability, delivery performance, and product quality to ensure good customer experience.

• Monitor merchant performance and compliance; investigate non-compliance root causes and recommend corrective actions and enforcement, providing regular reports on key metric to share with internal team and merchants.

• Collaborate with the business teams to build an efficient seller onboarding journey, ensuring platform policies and compliance guardrails are clearly communicated and embedded.

2. Customer Journey Stewardship

• Strategise and manage comprehensive end-to-end customer experience journeys to address process friction. VOC and CSAT analysis across web, social media and contact channels to understand pain points

• Collaborate with User Experience (UX) team to analyse user behaviour across multiple contact channels, identifying high-potential opportunities to improve the overall platform experience.

• Coordinate with Business Operations, CX, and Commercial & Digital Technology teams to transform journey mapping insights into concrete, practical operational adjustments.

3. Business Process Optimisation and Governance

• Collaborate with internal stakeholders Identify complex process failures, synthesizing findings into optimized, structured "to-be" workflows to improve the team's efficiency, scalability, and resilience

• Lead end-to-end process improvement initiatives from problem definition and solution design to implementation planning and outcome tracking by partnering with relevant stakeholders for successful execution.

• Drive a culture of thorough documentation, structured repository management, and standard operating procedures across all team developments and workflows. Ensure developments and operational changes are transparent, regularly audited, and future-proofed against single-point-of-failure risks.

4. Data, Digital and Automation

• Project manage the development of dashboards, reports, and self-service analytics to monitor merchant performance, policy adherence, and operational KPIs. Apply analytics techniques to translate complex data patterns into high-impact, practical recommendations for business stakeholders.

• Identify and implement automation and GenAI features utilizing out-of-the-box platform capabilities or internal productivity tools (e.g., Power Automate) to streamline manual workflows and optimize team routines

• Oversee the CRM ecosystem, establishing the platform roadmap, setting configuration standards, and approving system enhancements. Partner with the Digital Technology team to translate business requirements into technical features.

5. Team Leadership

• Guide, prioritize, and coach team members. Strategically balance workloads, diagnose skill gaps, and actively upskill the team into broader, advanced analytical capabilities

Job Requirements

• Qualifications: Bachelor’s degree in Business, Marketing, E-commerce, Data Analytics, Information Systems, Industrial Engineering, Operations Management, or a related discipline; candidates with a Diploma and at least 8 years of relevant experience in customer experience, business analytics, process optimisation, digital transformation, or workflow automation may also be considered.

• Experience: 5+ years of experience in Customer Experience (CX) Governance, Business Process Reengineering (BPR), Business Analytics. Proven experience managing a team.

• Core Competencies: Strong stakeholder management, journey mapping, process optimization frameworks, project and change management, and cross-functional project coordination.

• Technical Skills:  Experience building, managing, and publishing business intelligence dashboards in Power BI. Proficiency in Microsoft Power Automate or similar workflow automation tools. A practical understanding of how APIs, webhooks, or basic scripting (Python/R) can be leveraged for data automation is advantageous. Project management in JIRA.

• Attributes: High level of professional autonomy, comfort navigating unstructured operational environments, and the ability to move between technical tasks and strategy conversations.  "fixer" and "builder" mentality—you identify inefficiencies and redesign workflows for scalability.