Head of Seller Experiences (SXP)

About Daraz:

Founded in 2015, Daraz is South Asia’s leading e-commerce platform in Pakistan, Bangladesh, Sri Lanka, Nepal and Myanmar. It empowers more than 100,000 active sellers with world-class marketplace technology to reach the fast-growing consumer class in a region of 500 million people. Through Daraz Express and Daraz Pay, it operates the most efficient and digitalized logistics and payments infrastructure in its markets. Daraz’ vision is to be a champion of South Asia serving 100 million customers and businesses by 2030

For more information, please visit www.daraz.com.

Job Summary:

The Head of Seller Experience will lead and define the strategy for seller experience, satisfaction, and retention on our platform. This role will drive initiatives across the full seller journey, from onboarding to post-purchase support, ensuring that every interaction with the platform enhances the seller experience. The ideal candidate will have a strong background in e-commerce, a deep understanding of seller pain points, and a proven track record of leading cross-functional teams to create impactful experiences.

Responsibilities :

• Define and lead the strategy to enhance seller experience, focusing on improving seller satisfaction, retention, and overall performance across all touchpoints.
• Oversee the development of seller journey maps and identify key opportunities to improve seller onboarding, training, support, and engagement.
• Collaborate with cross-functional teams (including product, marketing, operations, customer support, and commercial) to ensure the successful implementation of initiatives aimed at improving seller experience.
• Lead end-to-end seller-centric projects, ensuring they align with company goals and are executed in a timely and efficient manner.
• Develop and manage a Project Management Office (PMO) for the seller experience domain, coordinating resources, setting timelines, and tracking progress to ensure key deliverables are met.
• Monitor and evaluate the performance of various initiatives to drive measurable improvements in seller experience, sharing insights and recommendations with senior leadership.
• Design and lead initiatives focused on improving seller retention, working closely with the management team to develop and implement seller loyalty programs & feedback mechanisms.
• Create and foster a feedback loop with sellers, ensuring that insights gathered from sellers inform product and process improvements.
• Develop and execute strategies for improving the communication channels between the platform and sellers, including regular surveys, focus groups, and individual feedback sessions.
• Collaborate with commercial, finance, marketing, product, and operations teams to improve seller-facing processes and drive operational efficiency.
• Build relationships with internal stakeholders to align on key objectives, ensuring a unified approach to managing the seller experience.
• Define KPIs to measure the effectiveness of the seller experience initiatives and track progress against goals.
• Regularly report on the performance of the seller experience strategy, providing key insights to senior leadership, identifying trends, and recommending actions for continuous improvement.
• Lead and mentor a team of Seller Experience professionals, fostering a culture of collaboration, accountability, and innovation.
• Provide guidance, training, and support to junior team members to ensure high performance and continuous professional growth.
• Continuously monitor and assess the effectiveness of seller experience processes, making recommendations for optimization and streamlining.
• Act as a change agent, driving the implementation of improvements to create a frictionless and efficient seller experience.

Required Skills / Abilities:

• Bachelor’s/Master's degree in Business Administration, Marketing, or a related field.
• Minimum 8 to 10 years of experience in e-commerce, operations, or customer experience management, with at least 3 years in a leadership or managerial role.
• Extensive experience in driving seller experience initiatives, with a deep understanding of seller behavior, pain points, and the e-commerce ecosystem.
• Strong project management skills, including experience leading cross-functional teams and managing complex initiatives.
• Proven track record in developing and executing successful seller engagement and retention strategies.
• Excellent communication, presentation, and stakeholder management skills.
• Data-driven approach with the ability to analyze key metrics and report actionable insights.
• Problem Solving: Creative and solution-oriented thinking to address challenges faced by sellers.
• Team Player: Ability to collaborate effectively across all levels and functions of the business.
• Customer Focus: A passion for improving the seller experience and ensuring their success on the platform.
• Strategic Thinking: Develop and implement long-term strategies to enhance seller experience.
• Project Management: Proficient in managing multiple, cross-functional projects with a focus on results.

What We Offer:

• International working environment in a start-up setting, and a unique opportunity to learn from the best in e-commerce (Alibaba Group)
• A platform to learn from Alibaba's world-leading ecosystem
• Rigorous training and exposure in team management, leadership, business analytics, and operations
• An opportunity to train the next generation of business leaders in the e-commerce industry
• Competitive salary and incentive package