The Role
Lead and optimize marketplace operations, focusing on performance management, seller lifecycle management, fulfillment, O2O integration, and team leadership for business growth.
Summary Generated by Built In
Key Responsibilities
Retail & Marketplace eCommerce Business Strategy & Growth
- Lead the end-to-end strategy, execution, and performance of both Makro PRO's first-party (Retail eCommerce) and third-party (Marketplace) business models, ensuring sustainable growth, operational excellence, and an exceptional customer experience.
- Develop commercial strategies to drive GMV, revenue, profitability, assortment expansion, seller growth, customer acquisition, and retention across both business models.
- Identify new business opportunities, market trends, and growth initiatives.
- Monitor business performance and recommend improvement actions.
- Collaborate with Sales, Marketing, Merchandising, and Operations to deliver customer-centric solutions and seamless execution.
- Analyze customer insights and market intelligence to improve value proposition.
Customer Experience & Conversion Optimization
- Own the end-to-end customer experience strategy across all Makro PRO touchpoints, ensuring a seamless and consistent omnichannel journey.
- Leverages customer insights, Voice of Customer (VOC), CSAT, behavioral analytics, and market research to drive experience improvements and improve satisfaction, retention, and loyalty.
- Lead strategic initiatives that enhance customer onboarding, ordering, fulfillment, delivery, post-purchase support, and long-term customer loyalty.
Operational Excellence
- Drive operational excellence initiatives across fulfillment centers, hubs, and delivery networks.
- Lead cross-functional projects involving supply chain, logistics, technology, commercial, and customer service teams.
- Manage project timelines, budgets, and resource allocation.
Data & Performance Management
- Analyze business data to identify opportunities and risks.
- Present business reviews and strategic recommendations to senior leadership.
- Build dashboards and performance reporting frameworks.
Team Leadership & Capability Building
- Coach and mentor leaders to strengthen strategic thinking, execution excellence, and stakeholder management capabilities.
- Drive change management initiatives and support organizational transformation to improve business performance and operational efficiency.
Requirements
- Minimum 10+ years of experience in e-commerce, or marketplace businesses with at least 5 years in a leadership role.
- Proven track record of leading and developing high-performing commercial and operational teams in a fast-paced environment.
- Demonstrated experience driving operational excellence, process improvement, and large-scale transformation initiatives.
- Strong analytical and problem-solving skills, with proficiency in data-driven decision-making and performance management.
- Excellent communication, presentation, and stakeholder management skills.
Skills Required
- Bachelor's or Master's degree in Business Administration, Supply Chain, or related field
- Minimum 10+ years of experience in E-Commerce, Marketplace, Retail, or Operations
- Proven track record in driving GMV growth and operational performance
- Experience in managing large-scale marketplace or fulfillment operations
- Strong expertise in marketplace operations (3P, 1P, 1PX models)
- Knowledge of supply chain, fulfillment, and O2O operations
- Advanced data analytics and KPI management
- Process design, SOP development, and operational scaling
- Strategic thinking with strong business acumen
- Results-oriented with high ownership and accountability
- Strong problem-solving and continuous improvement mindset
- Effective communication and stakeholder influencing skills
- Proven ability to lead cross-functional teams in a matrix organization
- Strong team development and coaching capabilities
- Execution excellence in fast-paced, dynamic environments
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The Company
What We Do
Makro PRO is an exciting new digital venture by the iconic Makro. Our proud purpose is to build a technology platform that will help make business possible for restaurant owners, hotels, and independent retailers, and open the door for sellers. Makro PRO brings together the best talent across multi-nationals to transform the B2B marketplace ecosystem. We welcome bold, energetic, and thoughtful people who share our belief in collaboration, diversity, excellence, and putting customers at the heart of our work.
