What's the job?
Key Accountabilities / Responsibilities:
1. Own and lead the long tail Account Management function, delivering scalable growth strategies
2. Achieve long tail KPIs (GMV, participation, churn, tool adoption).
3. Develop and continuously improve the tools, processes, templates, and dashboards long-tail Account Managers use to engage merchants.
4. 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.
5. Analyse performance data and growth metrics to identify opportunities, optimise processes, and measure impact.
6. Build structured growth journeys for merchants exiting Incubation, ensuring early traction and minimising churn.
7. Work with the Communications team to deliver timely, relevant messaging that keeps B&Q top of mind for our sellers.
8. 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.
9. Influence the promotion and demotion of accounts between ‘managed’ and ‘unmanaged’, ensuring decisions align with input from CMs, and KAMs.
10. Collaborate with Category Managers to ensure Account Manager support aligns with commercial priorities and category strategy.
Key Business Relationships:
11. Marketplace Merchant Engagement Lead
12. Marketplace Category Managers
13. Marketplace Growth Tool Manager
14. Marketplace Promotions Manager
15. Marketplace Onboarding & Incubation
16. Marketplace Business Development (brand acquisition)
17. Marketplace Merchant Experience (coms/ops excellence/marchant support)
18. Group Platforms & Tools Teams (Salesforce, BI, Mirakl)
19. Trading & commercial functions across the business.
What we need:
Required Skills & Experience:
20. At least 5 years’ experience in marketplace environment, account management, e-commerce trading, or similar.
21. Proven success in process-building, tool development, or systems-focused roles.
22. In depth knowledge of e-commerce sales drivers.
23. Previous experience managing a large volume of merchants with automation
24. Strong merchant management and problem-solving skills with clear logical thinking.
25. Excellent process and systems thinker – able to build scalable frameworks for mass merchant management
26. Advanced analytical skills; able to use data to identify growth opportunities and measure success
27. Comfortable working with CRM systems (. Salesforce), marketplace platforms (. Mirakl), and BI tools
28. Strong collaboration and stakeholder management skills
29. Clear communicator, with experience developing automated comms and growth journeys
30. 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 for any recruitment adjustments.