Overview
Permanent
Up to £75,000 + Pension + PMI + ShareSave + 6.6 weeks holiday + Hybrid Working (2 days per week in the office)
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 Mass Account Management Lead - Marketplace and you'll be a big part of this.
Role Purpose: We're looking for a Mass Account Management Lead - Marketplace to take ownership of our long-tail merchant function. This role sits at the heart of enabling scalable, sustainable success across thousands of sellers — without relying on one-to-one engagement. This is a specialist, process-led role designed to create the ecosystem, structure, and data frameworks our long-tail Account Managers need to succeed. You'll focus on automation, merchant enablement, and functionality – working closely with our merchant engagement team to ensure our merchants continue to grow on our platform. With long-tail merchants representing over 80% of our total merchant base, driving their success is essential to the long-term health and scale of the B&Q Marketplace. You'll also work to support merchants on mass by identifying and delivering sales opportunities at the right time and with the right tools to help them grow on B&Q. To achieve this, you will focus on volume communication channels and automation to drive engagement, rather than one to one service. For example, leading group webinars, developing self-serve training programs or briefing automated email flows via Salesforce. Growth drivers will include, growing assortment, enhancing content quality, increasing product visibility, and sharing insight with merchants. Additionally, you will support your merchants in the escalation of operational or logical issues that impact customers. You should possess a passion for e-commerce, and an ability to thrive in a fast-paced and rapidly evolving environment. You'll also work closely with Category Managers, the Marketplace Growth Tools Manager, the Promotions Manager, Communications, and Group teams to ensure long-tail merchants are supported in the right ways, at scale.
What's the job?
Key Accountabilities / Responsibilities:
* Own and lead the long tail Account Management function, delivering scalable growth strategies
* Achieve long tail KPIs (GMV, participation, churn, tool adoption).
* Develop and continuously improve the tools, processes, templates, and dashboards long-tail Account Managers use to engage merchants.
* Champion automation, influencing account management systems such as Salesforce, Mirakl, Webinars and BI tools to drive long tail merchant growth and retention in close partnership with the Merchant Engagement team.
* Analyse performance data and growth metrics to identify opportunities, optimise processes, and measure impact.
* Build structured growth journeys for merchants exiting Incubation, ensuring early traction and minimising churn.
* Work with the Communications team to deliver timely, relevant messaging that keeps B&Q top of mind for our sellers.
* Collaborate with the Marketplace Growth Tool Manager and Promotions Manager to ensure the needs of long-tail merchants are prioritised and embedded into the design of new developments.
* Influence the promotion and demotion of accounts between 'managed' and 'unmanaged', ensuring decisions align with input from CMs, and KAMs.
* Collaborate with Category Managers to ensure Account Manager support aligns with commercial priorities and category strategy.
Key Business Relationships:
* Marketplace Merchant Engagement Lead
* Marketplace Category Managers
* Marketplace Growth Tool Manager
* Marketplace Promotions Manager
* Marketplace Onboarding & Incubation
* Marketplace Business Development (brand acquisition)
* Marketplace Merchant Experience (coms/ops excellence/marchant support)
* Group Platforms & Tools Teams (Salesforce, BI, Mirakl)
* Trading & commercial functions across the business.
What we need:
Required Skills & Experience:
* At least 5 years' experience in marketplace environment, account management, e-commerce trading, or similar.
* Proven success in process-building, tool development, or systems-focused roles.
* In depth knowledge of e-commerce sales drivers.
* Previous experience managing a large volume of merchants with automation
* Strong merchant management and problem-solving skills with clear logical thinking.
* Excellent process and systems thinker – able to build scalable frameworks for mass merchant management
* Advanced analytical skills; able to use data to identify growth opportunities and measure success
* Comfortable working with CRM systems (e.g. Salesforce), marketplace platforms (e.g. Mirakl), and BI tools
* Strong collaboration and stakeholder management skills
* Clear communicator, with experience developing automated comms and growth journeys
* Self-starter with strong ownership mindset and a proactive, solutions-driven approach
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.