Head of Mountain Warehouse Marketplace - Maternity Cover
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Overview
Mountain Warehouse's eCommerce business is a high-growth, international operation that significantly contributes to total group revenue. As part of our strategic digital acceleration, we launched an on-site marketplace platform in 2022 with the aim of expanding our third-party brand offering to provide our customers with unparalleled choice.
Application Deadline: 30 June 2025
Department: Ecommerce
Location: London
Description
We are seeking a strategic, growth-focused Head of Marketplace (Maternity Cover) to oversee the development, management, and optimization of our marketplace platform. This individual will drive the marketplace strategy, support sales and seller growth, and ensure a seamless, high-quality experience for both sellers and customers.
Key Responsibilities
Marketplace Strategy & Leadership
* Develop and execute the overall marketplace strategy, aligning with company objectives.
* Drive growth across sellers, refining the target seller and product strategy to increase sales and marketplace customers.
* Collaborate cross-functionally to enhance online brand awareness, product discoverability, and conversion rates.
* Lead end-to-end delivery of strategic transformation initiatives and identify areas for continuous improvement.
* Build strong internal stakeholder engagement through clear communication and regular updates to ensure team alignment.
Marketplace Operational Excellence
* Own and optimize end-to-end marketplace operations, including seller onboarding, product listing accuracy, order fulfillment, returns, and customer experience.
* Streamline workflows to reduce friction, enhancing speed, accuracy, and cost-efficiency.
* Serve as escalation point for support and customer care issues, balancing seller and customer needs.
* Enforce and evolve marketplace policies to maintain customer trust and safety.
Performance Monitoring & Insights
* Own and report on key marketplace KPIs such as GMV, conversion rate, seller satisfaction, and NPS.
* Develop tools and dashboards to improve visibility and control over marketplace performance.
* Drive improvements through data-driven insights, continuous methodologies, and cross-functional collaboration.
* Analyze operational and sales data to identify inefficiencies and develop targeted actions.
* Present performance updates and strategic recommendations to leadership to ensure alignment on priorities.
Candidate Profile
* 5+ years of experience in eCommerce operations, online retail, marketplace management, or transformation roles.
* Proven success in driving operational improvements and leading change initiatives.
* Strong stakeholder communication skills.
* Knowledge of retail marketplace operations, including seller onboarding, catalog management, logistics, and customer service.
* Strong analytical skills with experience analyzing data for trends.
* Excellent communication and leadership skills.
Benefits
* Competitive salary and benefits package
* Hybrid working: 3 days in London office & 2 days remote
* Holiday allowance
* 50% staff discount & 25% for family and friends
* Pension scheme
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