Key Responsibilities
Retail & Marketplace eCommerce Business Strategy & Growth
- Lead the end-to-end strategy, execution, and performance of both Makro PRO's first-party (Retail eCommerce) and third-party (Marketplace) business models, ensuring sustainable growth, operational excellence, and an exceptional customer experience.
- Develop commercial strategies to drive GMV, revenue, profitability, assortment expansion, seller growth, customer acquisition, and retention across both business models.
- Identify new business opportunities, market trends, and growth initiatives.
- Monitor business performance and recommend improvement actions.
- Collaborate with Sales, Marketing, Merchandising, and Operations to deliver customer-centric solutions and seamless execution.
- Analyze customer insights and market intelligence to improve value proposition.
Customer Experience & Conversion Optimization
- Own the end-to-end customer experience strategy across all Makro PRO touchpoints, ensuring a seamless and consistent omnichannel journey.
- Leverages customer insights, Voice of Customer (VOC), CSAT, behavioral analytics, and market research to drive experience improvements and improve satisfaction, retention, and loyalty.
- Lead strategic initiatives that enhance customer onboarding, ordering, fulfillment, delivery, post-purchase support, and long-term customer loyalty.
Operational Excellence
- Drive operational excellence initiatives across fulfillment centers, hubs, and delivery networks.
- Lead cross-functional projects involving supply chain, logistics, technology, commercial, and customer service teams.
- Manage project timelines, budgets, and resource allocation.
Data & Performance Management
- Analyze business data to identify opportunities and risks.
- Present business reviews and strategic recommendations to senior leadership.
- Build dashboards and performance reporting frameworks.
Team Leadership & Capability Building
- Coach and mentor leaders to strengthen strategic thinking, execution excellence, and stakeholder management capabilities.
- Drive change management initiatives and support organizational transformation to improve business performance and operational efficiency.
Requirements
- Minimum 10+ years of experience in e-commerce, or marketplace businesses with at least 5 years in a leadership role.
- Proven track record of leading and developing high-performing commercial and operational teams in a fast-paced environment.
- Demonstrated experience driving operational excellence, process improvement, and large-scale transformation initiatives.
- Strong analytical and problem-solving skills, with proficiency in data-driven decision-making and performance management.
- Excellent communication, presentation, and stakeholder management skills.