About the Role
Our client is currently looking for a short term support for the current Marketplace team. The duration is approximately for the next 2-3 months with the possibility for extension.
Responsibilities
Manage all DTC marketplace business & service level operations to secure on-time execution of plans, maintain high service level & optimize overall CX.
Manage & optimize day-to-day marketplace operations & service issues across order management, troubleshooting issues, tracking service levels.
Work closely with key stakeholders e.g. IT & supply chain on resolution.
Work with cross functional teams to track performance vs targets across order handling, delivery promise, shipping costs, packaging, sustainability, systems & tools etc.
Be the business owner for TradeByte and the marketplace super user for other operational tools e.g. ERP (also contributing to key company projects).
Manage master data, content & IDQ (item data quality) on DTC MPLs. Troubleshoot article issues, optimize content, enhance quality of data.
Support commercial plan execution across all marketplaces incl. campaign execution support, content management, coordinating promotions etc.
Coordinate & lead the season switch process for all DTC marketplaces incl. master data consolidation, article onboarding, troubleshooting & optimization. Collaborate closely with account leads & merchandise mgmt.
Be the marketplace point of contact for customer service (CS) escalations. Proactively work with the CS teams to establish processes & templates for the agents to improve CS efficiency, service level and reduce contacts.
Ensure all key operational (business & service level operations) are established as SOPs, recorded in a centralized place & maintained.
Proactively identify operational efficiency opportunities and work with key business partners on automatization & optimization (e.g. manual process automation).
Analyze & understand ongoing challenges & build plans to address root causes to avoid reoccurrence.
Qualifications needed
Bachelor or Master degree in Business Administration or related field.
Experience with Tradebyte.
3-5 years of experience in areas relevant to this role (e.g. DTC e-commerce with marketplace experience preferred, B2B e-commerce etc).
Experience of end-to-end E-com processes and understanding of key drivers impacting the overall consumer shopping experience.
Comfortable in managing complex systems, processes and projects in a multi-stakeholder and cross functional organization.
Good understanding of IT infrastructure enabling online operations, order management, payment processing, deliveries, returns, customer service etc.
Proven ability to engage with key business partners across IT, supply chain, technical partners / platforms, merchandising, website etc.