Associate Manager - Marketplace Operations

JOB TITLE

Associate Manager - Marketplace Operations| MAF Retail | Retail Corporate Egypt

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

• 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.
• General inquiries.
• Investigate and resolve seller concerns, complaints, and disputes effectively and efficiently.
• Ensure positive resolutions and satisfactory outcomes for both the seller and the customer.
• Contribute to root cause analysis in escalation management to prevent recurring issues
• Educate sellers on platform policies, procedures, and best practices to:
• Ensure compliance with marketplace guidelines.
• Optimize their selling experience.
• Execute the set project Standard Operating Procedures (SOPs) and propose enhancements to simplify and reduce overhead in processes.
• Provide regular updates to sellers and internal stakeholders on policy changes, process updates, and operational improvements
• Prepare and present reports on seller performance, issue resolution metrics, and process efficiency.

REQUIREMENTS

• Bachelor’s degree in E- Commerce or Business Administration or other relevant field.
• 3-5 years + working experience, in Seller support, Customer support, Operations or seller experience.
• Preferably 3+ years in the retail/e-Commerce business or closely related industry

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.