Market Place Operational Excellence Manager - London, United Kingdom - B&Q

Description

Job Description

As the Operational Excellence Manager for Marketplace, you will own the operational excellence model and be responsible for ensuring our Merchants put our customers at the heart of everything they do. This highly cross functional role will work closely with teams across the business to define what 'Excellent' performance looks like and be responsible for developing the tools and processes to deliver operational excellence across our Merchant base.

Key Accountabilities / Responsibilities:

✓ Ensure Sellers perform in accordance with the Marketplace Excellence strategy and build the operations to consistently improve Merchant performance.

✓ Develop new, and optimise existing monitoring systems, tools, reporting and SOPs ensuring efficient and timely outputs.

✓ Fully understand Merchant performance/compliance requirements/SLAs and the impact they have on Customer Experience

✓ Stay abreast of all contractual and regulatory updates, ensuring Marketplace models adapt accordingly by working with relevant stakeholders

✓ Ability to understand and solve problems, ensuring timely resolution or escalation, and communicating promptly on progress.

✓ Maintains a positive and professional demeanour always portraying the company in a positive light and effectively managing sensitive issues.

✓ Learn how our business operates from the ground up.

✓ Contribute to the continuous improvement of the marketplace model. Identify recurring operational issues and propose initiatives to streamline marketplace operations, customer service tools and internal processes and projects.

✓ Provides regular reporting overviews to stakeholders, highlighting key trends and opportunities for improvement.

✓ Constitutes and updates internal documentation.