Overview
Permanent
From £65,000 + Pension + BUPA + ShareSave + 6.6 weeks holiday + Hybrid Working
Southampton, Store Support Office
We believe anyone can improve their home to make life better. From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love. Join us as a Marketplace Operations & Experience Manager and you'll be a big part of this.
Role P urpose :
As Marketplace Operations & Experience Manager, you will play a pivotal role in driving operational effectiveness and efficiency across the Marketplace, ensuring outstanding experiences for both merchants and customers. Reporting to the Head of Merchant Experience, you will be accountable for ensuring our merchant ecosystem operates seamlessly, meeting high standards of compliance, support, and service levels for our customers. This is a high-impact senior role with responsibility for merchants' operational performance, merchant support function, operational excellence initiatives and key projects. You will creat e the strateg ies and plans for your area, collaborat ing cross-functionally to optimise processes and costs, reduce friction, and scale sustainable solutions that balance between the customer and the merchant while enabling growth.
You will set high performance standards, identify opportunities for automation and continuous improvement, and represent operational excellence at the leadership table.
What's the job?
* Own and evolve the merchant support function and strategy, ensuring issues are resolved quickly, effectively, and at scale.
* Oversee merchant s' performance, compliance, and SLAs, ensuring positive impact on the customer experience .
* Automate and enforce Terms & Conditions, compliance, and infringement processes in partnership with Legal and Compliance.
* Stay up to date with regulatory and contractual requirements, adapting Marketplace models as needed.
* Manage and evolve the Account Health Score ( KPI operational performance framework ) to track and improve performance.
* Lead cross-functional projects to reduce cancellations, improve returns and reverse logistics, and lower merchant/customer contact.
* Identify and implement opportunities for automation, self-service, and AI-enabled improvements.
* Establish KPIs and dashboards to monitor operational health, drive accountability, and inform leadership decisions.
* Provide regular reporting and insights to leadership, highlighting trends and opportunities for improvement.
* Maintain clear and updated internal documentation to support consistent ways of working.
* Partner with Product, Technology, Legal, Compliance and Customer Service teams to deliver operational improvements.
* Influence senior stakeholders to prioritise operational excellence within roadmaps and planning.
* Champion a culture of data-driven decision making, process optimisation, and scalable solutions.
* Benchmark against best practices from leading marketplaces (Amazon, Walmart, etc.) to stay ahead of industry standards.
* Act as an ambassador for the business, maintaining a professional and positive approach when managing sensitive issues.
What We Need
* At least 2 years' Experience in operational excellence, marketplace operations, or program management at scale (ideally in e-commerce or digital marketplace environment).
* Proven record of delivering large-scale operational improvement projects end-to-end.
* Strong analytical skills with the ability to define KPIs, interpret complex data, and generate actionable insights.
* Deep understanding of merchant or seller support operations, returns, cancellations, and compliance processes.
* Experience in managing a fast paced, talented team of experts. Good leadership and coaching skills, with experience managing and developing a team.
* Excellent communication skills with the ability to engage senior stakeholders and inspire cross-functional teams.
* Strong knowledge of regulatory and compliance frameworks relevant to marketplaces.
* Demonstrates troubleshooting skills and the ability to develop action plans for system issues.
* Comfortable working with data and capable of converting data into clear, actionable outputs.
* Ability to maintain composure in critical situations and communicate clearly with both internal and external stakeholders
* Easily approachable, cooperative, and a team player, easily gains the trust and support of Associates and peers.
* Self-motivated and eager to learn. Responsiveness, adaptability and flexibility
What's in it for me?
As part of a great team, you'll be valued for who you are.We're committed to making B&Q more diverse and representative of the communities we serve, where everyone can feel they belong and have equal opportunities
.
You will have access to a range of networks that represent our colleagues and allies and help us to continue to put diversity and inclusion at the heart of our business.
We also recognise that wellness means different things to different people, and we want to help colleagues be at their best and feel well by offering a range of benefits to help you. As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more
So we can support you during the application or interview process, please contact -and- for any recruitment adjustments.