About the role
- Core function of the role is to own and manage daily operations of the Marketplace.
- Company's definition of both buyers and sellers being called "Customers" is fairly unique. Normally "customers" are buyers and sellers are sellers.
- Customer Success Lead will have some responsibilities to engage with existing and prospective partners (could be 3PL, payments. Feed managers/aggregators
- Work on Sellers, Buyers and Marketplace operations Leadership
- Head of Customer Success and Manage all Customer Success Manager
Responsibility Highlights
- Enable the Company to supply to the wholesalers and list new businesses on Company's delivery platform
- Work on engaging with wholesale businesses to sign up with the company and use its platform
- Salesperson in Customer Success to enable these wholesale distributors to partner with them
- Goal of Company and why they stand out is they enable small groceries and store to use their platform
- Be a part of a wholesale distributor company and provider of platform of many stores
- The company is creating a team that will service the development systems and technology
- Work in the Marketplace for buyers and sellers
- This strategy aims to make it easier for suppliers to sell to stores
- It's the e-commerce hub/platform that will be promoted
Key Responsibilities
Customer engagement strategy:
- Lead the customer engagement strategy & onboarding roadmap for both buyers & sellers to support the long-term growth strategy of the marketplace
- Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset
- Work in close collaboration with various teams to ensure good communication and share of objectives: marketing team, IT team, Ops team to reach business objectives
- Drive deep business analysis and develop strategic recommendations to exceed marketplace sales goals
Seller acquisition & management:
- Hire, train, and lead a team of Seller Engagement Executives, Account Managers and Customer Support Specialists who will manage all day-to-day activities, incl. overall seller acquisition, seller account management and reporting
- Manage and participate in business development activities related to marketplace services as well as guide buyer onboarding campaigns
- Manage seller lifecycle processes
Buyer acquisition & management:
- Hire, train, and lead a team of Marketing Specialists, Customer Support and Customer Service Specialists who will manage all day-to-day activities for buyer engagement
- Guide buyer onboarding, growth, and retention campaigns
- Manage buyer lifecycle processes
Marketplace operations:
- Manage a team of Customer Service and Marketplace Specialists who execute daily maintenance and service tasks, incl. level 2 incident resolutions
Key Competencies
- Strong relationship building and listening skills
- Strong written & verbal communication
- Familiar with customer success lead & lag metrics in a digital marketplace context
- Familiar with leading, best-practice eCommerce solutions and tech platform business models
- Familiar with agile development processes
- Quantitative skills to be a data-driven decision maker with the willingness to experiment and iterate
Experience
- 3+ years of customer success experience e.g. customer acquisitions, selling products or services to B2B clients and account management
- 3+ years of supplier/partner management
- Bachelor's degree in Marketing, Business or similar
- Significant experience building & managing Customer Success and Support teams in a fast-paced environment
- Experience with B2B eCommerce and marketplace solutions
Personal Style
- Passionate customer advocate who seeks to excel customer expectations, and engages with empathy and service attitude
- Growth mindset, who relentlessly pursues growth opportunities and enthuses the team to achieve customer engagement and sales growth targets
- Self-driven, motivated, and a problem-solver who is proactively looking for improvement and positive change
- Thrive in an agile and entrepreneurial work environment
- Proactively takes end-to-end ownership of delivering the desired outcomes
If you have the skills and experience mentioned above and believe you are the right candidate, please contact Gian on gian.guanzon@peoplebank.com.au quoting reference 242865.
To apply please click the 'Apply Now' button.
