Lead, Marketplace Operations

Organization: Qcommerce Marketplace (Shops)

• A team of 9 including 6 members from commercial team and 2 from Operation team

• All report to Head of Shops under the Qcommerce Director who take care of both marketplace and Dmart

Operations Performance:

• Drive continuous improvement initiatives to improve vendor performance including reducing vendor fail rate vendor offline rate vendor fulfillment level and enhance overall operational efficiency.

• Monitor and optimize logistics performance including vendor preparation times and rider lateness for orders.

• Implement strategies to reduce incident rates and improve operational reliability.

Cross-Functional Collaboration & Support:

• Logistics (in partnership with the Logistics Team):

  • Oversee vendor polygon updates to optimize delivery zones and efficiency.

  • Monitor and manage shrinkage exclusion processes.

  • Collaborate the logistics algorithm refinement for shops 

• Customer Service / Customer Experience (in partnership with CS & CX Teams):

  • Oversee and refine Customer Service SOP to ensure high-quality support.

• Pricing (in partnership with the Pricing Team):

  • Support the implementation and management of pricing structures for shops and vendors (e.g. delivery fees service fees minimum order values basket-level delivery fees).

• Fraud (in partnership with the Fraud Campion):

  • Assist in fraud investigation and flagging processes to mitigate risks.

Product Operations & Rollout:

• Plan coordinate and execute the rollout of new products and features ensuring smooth implementation.

• Act as a key liaison for product teams consolidating and submitting product enhancement requests based on operational needs and feedback.

• Oversee bug handling and resolution processes for operational tools and systems.

• Manage and ensure the quality of translation processes for product-related content.

Vendor Operations & Relations:

• Manage the end-to-end vendor onboarding process including developing training materials and conducting sessions.

• Ensure the timely and efficient supply of vendor operational materials (e.g. paper bags PLA bags devices).

• Oversee and refine Partner Service Standard Operating Procedures (SOPs) to enhance vendor experience and compliance.

Integration Management:

• Set up monitor and optimize partner integrations across various touchpoints (Inventory Price Promotion Product Creation POS integration).

• Strategically plan and execute new integration rollouts ensuring seamless connectivity and data flow.

Content Management:

• Implement strategies on shops frontend experience 

• Oversee vendor content operations including the creation and update of SKUs and categories.

• Manage and optimize vendor SKU promotion operations including basket-level and item-level deals.

Data & Insights Management:

• Lead the creation and maintenance of operational reports for external stakeholders providing transparent and actionable insights.

• Oversee the accuracy and integrity of shop data table creation and maintenance ensuring reliable data for decision-making.

Qualifications :

Requirements

• Vendor facing experience is needed.  Qcommerce marketplace operations has a heavy focus on vendor operations including instore training & visits and ops metrics presentation in vendor meetings

• Data driven with analytical skill.  Knowledge of SQL / Looker Studio is preferred

• Besides vendor operations experience the candidate also has experience of rider operations & customer operations is a plus as QC marketplace operation is unique in that he / she will work on both as well on top of vendor ops to drive operation excellence.

• Growth mindset: Work closely with the commercial team to drive growth and be creative to initiate the solution on problem solving.

• Stakeholder management: The role has to communicate and align with different external and internal stakeholders on a day-to-day basis to accomplish the daily tasks and mid-long term projects.

Additional Information :

• Hybrid working model 
• Location: Hong Kong
• We have a vibrant and international team with diverse backgrounds
• This is a brand with competitive employees in an all hands on deck environment
• We recognize top performers welcome our newbies and share good food
• Competitive package incentives allowances food perks HMO and more

Remote Work :

No

Employment Type :

Full-time