Sr. Manager SXP

SELLER EXPERIENCE MANAGER

Job Overview:

The Manager 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.

Key Responsibilities:

1. Strategy Development & Leadership:

• 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.

2. Project Management & Execution:

• 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.

3. Seller Engagement & Retention:

• 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.

4. Cross-functional Collaboration:

• 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.

5. Metrics & Reporting:

• 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.

6. Leadership & Team Management:

• 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.

7. Process Improvement:

• 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.

8. Ad-hoc Responsibilities:

• Lead other initiatives and projects within the scope of the role as required, ensuring alignment with the company’s strategic objectives.