UK Consumer to Consumer Selling Manager

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Our customers are our compass authenticity thrives bold ideas are welcome and everyone can bring their unique selves to work every day. Were in this together sustaining the future of our customers our company and our planet.

Join a team of passionate thinkers innovators and dreamers and help us connect people and build communities to create economic opportunity for all.

Role overview

This is a significant role in the UK business responsible for improving the customer experience for our private / Consumer to Consumer sellers. It is a highly collaborative role working closely with both UK and global teams to ensure we are delivering both joined up and highly effective programmes for our customers which deliver commercial results for the business both in terms of GMV seller retention and Customer Satisfaction.

At a UK level the role will be responsible for the deployment and scaling of our transformation value proposition of Free Easy and Safe. They will be a champion of the UK private sellers understanding how we can improve the experience for them and identifying the investments which need to be prioritised.

Particularly critical will be to keep the private selling proposition compelling and relevant vs the competition to fuel the growth of this critical business. Attracting new sellers helping them to successfully list sell and increase their frequency.

What you will accomplish

Understanding the customer and the market

• Develop a close understanding of differing seller motivations and needs in the diverse seller segments that constitute c2c. Be the voice of this internally and drive positive change that is grounded in seller needs and insight

• Maintain clear awareness of the wider market and competitor propositions

• Utilise customer insights to understand opportunities to further improve our customer experience

• Understand regulatory impacts for c2c and partner with the regulatory team to act as the internal voice of the customer

Transformation

• Supporting the Global c2c Initiative to develop the long term priorities of the programme including delivering the existing changes in the roadmap to the Experience as well as identifying new opportunities to be prioritised in future

• Lead Gotomarket strategy and execution for proposition changes

• Lead customer comms strategy in partnership with CRM team to ensure key messaging is prioritised

• Collaborating with other functions (Trust GCX CRM C2C) to improve the end to end experience for our sellers

• Partner and collaborate cross functionally on transformation that impact c2c sellers such as Managed Shipping

• Finding opportunities to improve c2c seller health in UK and feeding ideas into global teams responsible for delivery of c2c Initiative

• In partnership with comms team develop clear customer narrative about the journey we have been on why we made these changes and how it benefits sellers holistically

• Collaborate with SMB team and SMB Initiative to ensure our overall c2c and SMB customer propositions are complimentary

What you will bring

• Background in customer proposition and insight along with a deep understanding of the C2C and resale market including its competitive landscape and dynamics.

• Experience collaborating with product and marketing teams improving customer experiences and communications.

• Strong customer centricity and are analytical and strategic in your thinking.

• Excellent communication style able to collaborate effectively within a highly matrixed environment.

• Excel in managing stakeholders and delivering results swiftly.

• Comfortable navigating ambiguity to drive clarity and direction ensuring effective solutions for all.

Skills

• Customer focussed

• Analytical and strategic problem solver

• Highly collaborative

• Comfortable working within a highly matrixed environment

• Excellent influencer

• Clear communicator

• Strong stakeholder management

• Able to deliver at pace

• Comfortable with and able to work through ambiguity in order to drive clarity and direction

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