Associate Manager - Merchant Operations | Marketplace

Job Title:

Associate Manager - Marketplace Operations | Majid Al Futtaim Retail | Cairo

Role Purpose:

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. The role holder is also responsible for optimizing the entirety of the order fulfillment process to ensure efficient and accurate processing of customer orders. This involves managing inventory, coordinating with suppliers and last-mile partners, and resolving any fulfillment-related issues. Conversely, Customer Experience oversight is dedicated to enhancing overall customer interaction and satisfaction. He/she will also be responsible for playing an important part in maintaining seller satisfaction, customer satisfaction, retention, and overall marketplace success.

Key Responsibilties:

Marketplace Listing Responsibilities

• 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.
• Cross-Functional Collaboration; Collaborate closely with other teams, such as Account managers, Operations, and Customer Service, to align seller experience updates with overall business objectives.
• Participate in cross-functional projects and initiatives to support the growth and success of the marketplace platform.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. Enforce adherence to intellectual property rights, product safety standards, and other legal requirements governing product listings.
• Execute the set project SOP and put forward enhancements to simplify and reduce overhead on the process
• Contributes to root cause analysis in escalation management
• Creates/updates/define and follows SOP/flow of processes
• Identifies process improvement opportunities (enhancements and pain points) at process/ function level
• Demonstrates the ability to handle improvement projects
• Executes standard, small scale projects or assigned components of a larger project to improve processes, using tools or reporting to achieve quality metrics or improvements
• Responsible for providing support for data collection, preparing reports, and reaching out to multiple stakeholders
• Drives continuous improvement and contribute to error correction process by documenting any issues /action planning in functional area and own specific action or change
• Collaborate with Inter-teams as per need and carry out basic needed analyses to help ensure efficiency and effectiveness of program shows continuous improvement

Minimum experience

• 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