Marketplace Operations Manager

Job Purpose: 

The Marketplace Operations Manager is responsible for the operational framework for how marketplaces are integrated into the Alshaya eCommerce strategy and P&L structure from a business to business (B2B) point of view.  Following the successful implementation with pilot brands, the focus will be on the continual evolution, optimisation and improvement of Alshaya’s marketplace operation.  The role will involve the full portfolio of full-stack Alshaya brands and multiple external marketplace platforms, including but not limited to Trendyol, Namshi, Noon, Jumia and Amazon.  It will be responsible and accountable for all operational efficiency.  The role executes the strategy and roadmap to ensure that we operate a best-in-class customer shopping experience which is focused on growth and commercial performance.  

 The Marketplace Operations Manager is responsible for the operational effectiveness of Alshaya’s third party B2B digital shopping experiences from a customer perspective and will demonstrate at all times an accurate view on performance and efficiency. The role is empowered to deliver a customer centric strategy and experience through optimal efficiency and ultimately optimal conversion rates. The role is both strategic and reactive in its approach. 

This role :

• Works closely with the Head of Operations to deliver the agreed B2B strategy. 
• Is responsible for the end-to-end operation of all marketplaces.  
• Is jointly responsible for the customer fulfilment proposition, including delivery and operational excellence.  
• Working closely with IT and logistics, to ensure that the operational roadmap is delivered. 
• Maximises conversion rates in all digital marketplace environments through effective marketplace trading operation. 
• Is a highly analytical and dynamic individual who is adept at relationship building with internal and external clients. 
• Identifies opportunities to increase profitability through improved processes and management. 
• Owns a robust report suite across all aspects of ecommerce marketplace operations and is constantly seeking new ways to visualise and simplify complex issues and metrics. 
• Uses data, insights and research to drive idea generation and decision making. 
• Ensures that relevant projects and enhancements are delivered on time and provide tangible returns. 
• Owns relevant external supplier relationships. 
• Ensures solutions are tested, resilient, optimised and secure. 
• Is highly technical and organised. 
• Is an ambassador for Alshaya and a thought leader.  

Key Responsibilities: 

 1. Marketplace Operations 

• Responsible in part for the financial performance of the Alshaya portfolio of marketplace platforms.  
• Working closely with brand, performance, delivery, IT and logistics teams to realise planned objectives, both strategic and tactical.  
• Executes the operational marketplace strategy to ensure that trading is optimal at all times. 
• Execute and optimise a considered and strategic third-party customer shopping operation. 
• Provide operational support to the brand teams down to inventory update and campaign launch to ensure that the customer experience is as intended for trading teams.  
• Build strong relationships with all departments connected to the ecommerce marketplace agenda and own communication lines with key stakeholders. 
• Playing a leading role for the customer fulfilment proposition, including delivery and operational excellence.  
• Work seamlessly with IT and logistics, to execute the roadmap for physical customer satisfaction. 
• Ensure that all marketplaces operations are running in an optimal way at all times. 
• Be commercially focused and drive conversion through a best-in-class customer experience. 

 2. Reporting and Insight 

• Manage regular operations meetings with relevant teams to ensure business goals and objectives are constantly delivered as planned. 
• Attend the weekly trading meeting to ensure that operations are not a barrier to trading excellence. 
• Defining KPIs, creating reporting frameworks and instigating best practice methodologies. 
• Deliver innovative insights and actionable outputs. 

 3. Product Development and Program Management 

• Deliver operational projects that benefit the customer and support Alshaya’s strategic objectives. 
• Work closely with other business leads on integration, fulfilment and trading. 
• Own external relationships to establish technical solutions, requirements and scope. 

 4. Business Analysis 

• Review industry trends and competitors to identify potential gains. 
• Measure and report on effectiveness of projects against objectives.  
• Research and present visual solutions and opportunities.   
• Cross departmental stakeholder management and requirements gathering. 
• Work with Data and Insights team and relevant business units to identify key areas for improvement and optimisation. 

5. Customer Centricity 

• Manage the digital marketplace operation to maximise conversion and create a winning shopping experience for our customers.  
• Promote the ‘voice of the customer’ across all Alshaya business units.  

6. Profitability 

• Play a key role in driving sustainable, profitable sales growth through a robust, efficient and effect digital trading operation. 

7. People 

• Build best in industry bonds and relationships with leading marketplace platforms. 
• Manage internal and external relationships wherever necessary to deliver initiatives and activity within the timeframes specified and ensure that the Alshaya work ethic, brand values and mission are upheld at all times. 
• Work seamlessly with brand teams and other members of the ecommerce team to provide support down to campaign level and to ensure that projects are delivered in line with set processes and procedures, and in accordance with regional strategies, goals and objectives. 
• Work well on own initiative but also be a fully committed team player and engender respect and support from other members of the global business. 
• Build, manage and develop an effective, happy and motivated team. 
• Help create a community of highly engaged professionals and ignite the Alshaya culture in our Cairo office 

8. Expertise 

• Maintain an expert level of knowledge of all related activity and to be aware of industry developments and innovations at all times.  
• Be acutely aware of competitor activity and poised at all times to capitalise on opportunities and repel threats.  
• Contribute to the overall mission of the department.  
• Constantly look for new opportunities and regularly make suggestions as to how things can be improved. 

Key Skills: 

• At least three years’ experience in a relevant digital role with a proven record of success and delivery through marketplace operations. 
• Experience within a major marketplace platform. 
• Experience in managing and developing effective teams. 
• A deep understanding of the marketplace landscape in the MENA region and all of the major players. 
• Expert knowledge and experience of ecommerce operational structures and working practices.  
• Strong leader and team player. 
• Ability to collaborate and co-create. 
• Able to influence at multiple levels. 
• The ability to translate data into actionable insights. 
• Excellent English communication skills, both written and spoken. 
• Outstanding presentation skills and the ability to show complex issues in an engaging and visual way. 
• Excellent understanding of all digital KPIs controlling performance. 
• Self-starter with a high degree of initiative. 
• Exceptional project management abilities and highly organised.  
• Ability to multitask and prioritise. 
• Outstanding attention to detail.  
• Commercially minded and extremely driven.  
• Experience of using specialist digital/web tools and software packages. 
• Expertise with enterprise analytical tools (e.g. Google Analytics etc.)  

Preferred Skills 

• A deep understanding of the global marketplace landscape. 
• Fashion and beauty experience. 
• Relevant degree or professional qualification. 
• Working appreciation of HTML, Java and SQL (you do not need to be able to code). 
• Experience of MENA markets.