We'd all like amazing work to do, and real work-life balance. That's waiting for you at Sainsbury's. From fragrance to car care, clothing and pots and pans, our General Merchandise team delivers all the non-food items for Sainsbury's, Habitat and Argos customers. This multi-brand environment means you get to work across most areas. You can also be a pioneer, because the team believes in being brave, iterating and learning as they go. They also develop deep connections to other departments, which opens up a lot of different career opportunities for you. What's certain is that you'll spend time on the shop floor to get closer to customers, and bring a broad perspective and the full support of your manager with you wherever you decide to develop next.
Location
Ansty store support centre or London store support centre
Reporting to
Head of New Business Development
Directly or indirectly manages
Will manage a team of Seller Onboarding Specialists (direct reports); cross-functional collaboration with Business Development, Digital Content moderation and QC, and Seller success teams, along with Product tech and Vendor services teams.
Budget
Accountable for the onboarding operational budget; responsible for resource allocation and process improvement investments
In a nutshell
To lead and continuously improve the end-to-end onboarding experience for new sellers and their products onto our Ecommerce marketplace platform, ensuring a seamless, compliant, and scalable process that drives seller success and supports the marketplace's growth ambitions. This role is pivotal in enabling sellers to launch quickly and effectively, contributing directly to the platform's commercial and customer experience goals.
What I Am Accountable For
Manage end-to-end onboarding process for new sellers from contract signature through to first sale
Guide sellers through platform setup, including configuration, catalog integration, and technical requirements
Train sellers on marketplace platform functionality, best practices, and operational workflows
Coordinate with internal teams (legal, finance, operations, tech support) to ensure smooth onboarding, resolve onboarding issues and continuously improve processes
Troubleshoot technical issues and resolve seller questions during onboarding phase identifying pain points to drive future improvements.
Monitor onboarding timelines and KPI's, proactively address blockers to meet go-live targets
Ensure sellers meet quality standards and compliance requirements before launch
Develop, implement, and optimise the seller and product onboarding process documentation, templates, and training materials ensuring efficiency, compliance with all regulations and policies, and delivery of a positive seller experience
Conduct regular check-ins with sellers during onboarding to track progress and provide support
Gather seller feedback to identify process improvements and optimise onboarding experience
Report on onboarding metrics including time-to-live, completion rates, and bottlenecks
Lead, coach, and develop the onboarding team to deliver high-quality support and guidance to new sellers
Act as the escalation point for complex onboarding cases, making decisions on exceptions and process changes as needed
Communicate regularly with internal and external stakeholders to align on onboarding priorities and initiatives
Coach and develop Direct reports and colleagues to achieve their best potential
Key performance measures:
Seller onboarding completion rates and time-to-live
Seller satisfaction/NPS scores post-onboarding
Compliance and quality metrics for new listings
Reduction in onboarding-related support tickets
Team engagement and development
What I Need To Know
List the skills, qualifications and experience the job-holder should have, and whether they are essential or desirable. Essential
2-4 years in customer success, account management, operations, or onboarding roles
Experience with e-commerce platforms or marketplace technologies
Strong project management skills with ability to manage multiple onboarding projects simultaneously
Excellent written and verbal communication skills with ability to explain technical concepts clearly
Technical aptitude and comfort with APIs, integrations, and troubleshooting platform issues
Understanding of UK/EU product safety, quality, and legal standards; ability to implement technical compliance checks.
Competence in using dashboards, KPIs, and performance metrics to monitor onboarding success and seller performance.
Detail-oriented with strong organisational and documentation skills
Customer-centric mindset with patience and problem-solving abilities
Proficiency with CRM and project management tools
Ability to work cross-functionally and coordinate with multiple stakeholders
Proactive and resourceful in resolving issues independently
Proven people management and leadership skills, demonstrating confidence in broad stakeholder and matrix team management
Desirable
Proven experience as a Marketplace Integration Specialist
Project management qualification or experience
Experience working in a fast-paced, high-growth environment
What I Need To Show
Our Valued Behaviours are our common DNA that every colleague should live by and provide the benchmark for how we deliver our goals/individual contribution, and how we relate to other colleagues in the organisation.
Own it
Do what you say you'll do
Don't walk past a problem
Make it better
Improve things for your customer
Spot opportunities to simplify
Be human
Walk in the shoes of your colleagues and customers
Show care and respect to everyone
Valued Behaviours (C5):
C5
Own it
Consistently deliver on outcomes and communicate clear plans and goals to others, resolving problems independently
Clearly and respectfully speak you mind, invite others to challenge or build on ideas and actively listen
Proactively seek to understand the changing business context and work with peers to solve business challenges. Regularly review your goals to ensure you are focused on the right things
Make it better
Embrace new ways of doing things without fear of failure, supporting others to do the same
Open minded and proactively adapt your approach during times of change, supporting others to deal with unforeseen situations
Show curiosity about how the wider business operates
Proactively seek feedback from a broad range of colleagues to build a robust development plan. Give feedback to colleagues at all levels.
Be human
Appreciate others' moods and feelings and consciously adjust your approach accordingly
Proactively build relationships based on honesty and integrity
Always consider the customer's perspective, continually looking for opportunities to build a great customer experience
In addition to role modelling the Valued Behaviours, all People Managers should be consistently driving all four Leadership Performance Expectations, all the time.
The Leadership Performance Expectations are:
Obsessed with the customer
You must:
Use data and insight to understand customer needs and solve customer problems
Use our Purpose to support decision making everyday
Role model living our customer commitments and guide teams to do the same
Obsessed with performance
You must:
Know and be accountable for your part to play, delivering it brilliantly
Align team goals and ruthlessly prioritise resources to deliver our Customer Commitments
Assign clear accountabilities, hold people accountable (in your team and out) and act on performance both good and bad
Lead beyond boundaries
You must:
Actively share and seek to understand the big picture, both internal and external
Story tell our Next Level Sainsbury's strategy to drive end-to-end thinking
Build productive partnership inside and outside our organisation
Lead fearless teams
You must:
Create the environment for diverse perspective and challenge, where we are always looking to raise the bar
Grow everyone around you (up, down and across) through adult-to-adult feedback and coaching
Know yourself (strengths, weaknesses and impact on others) and continuously develop
Support we will provide
Access to training and development, including online learning, mentoring, and industry events.
Regular feedback and personal development planning.
Tools and resources to enable success in the role.
#ArgosCommercialandDigital
We are committed to being a truly inclusive retailer so you'll be welcomed whoever you are and wherever you work. Around here, there's always the chance to try something new — whether that's as part of an evolving team or somewhere else across the business - and we take development seriously and promise to support you. We also recognise and celebrate colleagues when they go the extra mile and, where possible, offer flexible working. When you join our team, we'll also offer you an amazing range of benefits. Here are some of them:
Starting off with colleague discount, you'll be able to save 10% on your shopping online and instore at Sainsbury's, Argos, TU and Habitat, and we regularly increase the discount to 15% at points during the year. We've also got you covered for your future with our pensions scheme and life cover. You'll also be able to share in our success as you may be eligible for a performance-related bonus of up to 20% of salary, depending on how we perform.
Your wellbeing is important to us too. You'll receive an annual holiday allowance, and you can buy up to an additional week's holiday, and we provide private healthcare. We also offer other benefits that will help your money go further such as season ticket loans, interest free car loan of up to £10k, cycle to work scheme, health cash plans, salary advance (where you can access some of your pay before pay day) as well access to a great range of discounts from hundreds of other retailers. And if you ever need it there is also an Employee Assistance Programme.
Moments that matter are as important to us as they are to you which is why we give up to 26 weeks' pay for maternity or adoption leave and up to 4 weeks' pay for paternity leave.
Please see for a range of our benefits (note, length of service and eligibility criteria may apply).