Associate Manager – Marketplace Operations

BUSINESS INTRODUCTION

Majid Al Futtaim Holding is the leading shopping mall, retail, communities, entertainment developer and operator in the Middle East, North Africa, and Central Asia regions. With over 43,000 people, revenues of over US$ 11 Billion, and operations in 18 countries. Some of the iconic brands we carry include Mall of the Emirates, Carrefour, All Saints, Lego, City Center, Abercrombie & Fitch, & Vox Cinemas. We believe in making Great Moments for Everyone, Every day.

JOB TITLE

Associate Manager – Marketplace Operations | MAF Retail | Marketplace

ROLE SUMMARY

The Associate Manager – Marketplace Operations is responsible for providing comprehensive assistance and support to sellers operating on the marketplace platform. The primary objective is to ensure a seamless and efficient selling experience for sellers by addressing their inquiries, resolving issues, and providing guidance on platform policies and procedures.

ROLE PROFILE

• Seller Assistance; Provide timely and comprehensive assistance to sellers via various communication channels (e.g., email, phone, chat) regarding account setup, product listing, order management, payment issues, and general inquiries
• Issue Resolution; investigate and resolve seller concerns, complaints, and disputes effectively and efficiently, ensuring a positive resolution and satisfactory outcome for both the seller and the customer.
• Platform Guidance: Educate sellers on platform policies, procedures, and best practices to ensure compliance and optimize their selling experience, including guidelines for product listings, pricing strategies, and promotional campaigns
• Execute the set project SOP and put forward enhancements to simplify and reduce overhead on the process
• Compliance and Policy Adherence: Ensure compliance with all marketplace policies, guidelines, and regulatory requirements. Stay informed about changes in marketplace policies and communicate updates to relevant stakeholders.
• Contributes to root cause analysis in escalation management
• Identifies process improvement opportunities (enhancements and pain points) at process/ function level
• Conducts regular audits of activities related to functional area and educates the team on quality errors

REQUIREMENTS

• Bachelor’s degree in Engendering, Marketing, Information technology, Computer science, Business administration)
• 3 years + working experience, in Seller support, Customer support, Operations or seller experience.
• Preferably 2+ years in the retail/e-Commerce business or closely related industry
• MS Excel, MS Office Suite
• Understanding and experience with CRM software / Ticketing tool (e.g. Salesforce, Hubspot, Zoho etc.

WHAT WE OFFER

• At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
• Work in a friendly environment, where everyone shares positive vibes and excited about our future.
• Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.