Sainsbury's DTD is looking for an experienced Onboarding Lead to manage the end-to-end process of bringing new sellers onto its Ecommerce marketplace platform. The role focuses on facilitating a seamless, compliant, and scalable seller onboarding experience that supports the marketplace’s growth and commercial objectives.
Responsibilities
* Manage the entire onboarding journey for new sellers, from contract signing to the first sale.
* Guide sellers through platform setup, including configuration, catalog integration, and technical requirements.
* Train sellers on marketplace functionality, best practices, and operational workflows.
* Coordinate with internal teams (legal, finance, operations, tech support) to ensure smooth onboarding and resolve issues.
* Troubleshoot technical problems and answer seller queries, identifying pain points to drive continuous improvement.
* Monitor onboarding timelines and KPIs, proactively addressing blockers to meet go‑live targets.
* Ensure sellers meet quality standards and compliance requirements before launch.
* Develop, implement, and optimise onboarding documentation, templates, and training materials.
* Conduct regular check‑ins with sellers to track progress and provide support.
* Gather seller feedback to identify process improvements and optimise the onboarding experience.
* Report on key metrics such as time‑to‑live, completion rates, and bottlenecks.
* Lead, coach, and develop the onboarding team to deliver high‑quality support.
* Act as the escalation point for complex cases, making decisions on exceptions and process changes.
* Communicate regularly with internal and external stakeholders to align priorities and initiatives.
* Coach 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.
Essential Qualifications
* 2–4 years in customer success, account management, operations, or onboarding roles.
* Experience with e‑commerce platforms or marketplace technologies.
* Strong project management skills, able to handle multiple onboarding projects simultaneously.
* Excellent written and verbal communication, able to explain technical concepts clearly.
* Technical aptitude with APIs, integrations, and troubleshooting platform issues.
* Knowledge of UK/EU product safety, quality, and legal standards; ability to implement compliance checks.
* Proficiency in using dashboards, KPIs, and performance metrics to monitor success.
* 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, confident in stakeholder and matrix team management.
Desirable Qualifications
* Proven experience as a Marketplace Integration Specialist.
* Project management qualification or experience.
* Experience working in a fast‑paced, high‑growth environment.
Benefits
* Colleague discount: 10–15% off shopping online and in‑store at Sainsbury's, Argos, TU, and Habitat.
* Competitive pension scheme, life cover, and performance‑related bonus up to 20% of salary.
* Annual holiday allowance with option to purchase an additional week.
* Private healthcare and other wellbeing benefits.
* Season ticket loans, interest‑free car loan (up to £10k), cycle‑to‑work scheme, health cash plans, salary advance.
* Access to extensive discounts from partner retailers.
* Employee Assistance Programme.
* Up to 26 weeks’ pay for maternity or adoption leave and up to 4 weeks’ pay for paternity leave.
All employees are treated fairly and with respect, and Sainsbury's values a diverse workforce.
#J-18808-Ljbffr