<p>&nbsp;</p> <p><strong>Location</strong></p> <p>Ansty store support centre or London store support centre</p> <p><strong>Reporting to</strong></p> <p>Head of New Business Development</p> <p><strong>Directly or indirectly manages</strong></p> <p>Will manage a team of Seller Onboarding Specialists (direct reports); cross-functional collaboration with Business Development, Digital Content moderation and QC, and Seller success teams, along with Product tech and Vendor services teams.</p> <p><strong>Budget</strong></p> <p>Accountable for the onboarding operational budget; responsible for resource allocation and process improvement investments</p> <p><strong>In a nutshell</strong></p> <p>To lead and continuously improve the end-to-end onboarding experience for new sellers and their products onto our Ecommerce marketplace platform, ensuring a seamless, compliant, and scalable process that drives seller success and supports the marketplace’s growth ambitions. This role is pivotal in enabling sellers to launch quickly and effectively, contributing directly to the platform’s commercial and customer experience goals.</p> <p><strong>What I am accountable for&nbsp;</strong></p> <ul> <li>Manage end-to-end onboarding process for new sellers from contract signature through to first sale​</li> <li>Guide sellers through platform setup, including configuration, catalog integration, and technical requirements​</li> <li>Train sellers on marketplace platform functionality, best practices, and operational workflows​</li> <li>Coordinate with internal teams (legal, finance, operations, tech support) to ensure smooth onboarding​,&nbsp;resolve onboarding issues and continuously improve processes</li> <li>Troubleshoot technical issues and resolve seller questions during onboarding phase identifying pain points to drive future improvements.</li> <li>Monitor onboarding timelines and KPI’s, proactively address blockers to meet go-live targets​</li> <li>Ensure sellers meet quality standards and compliance requirements before launch​&nbsp;</li> <li>Develop, implement, and optimise the seller and product onboarding process&nbsp;documentation, templates, and training materials ensuring efficiency, compliance with all regulations and policies, and delivery of a positive seller experience</li> <li>Conduct regular check-ins with sellers during onboarding to track progress and provide support​</li> <li>Gather seller feedback to identify process improvements and optimise onboarding experience​</li> <li>Report on onboarding metrics including time-to-live, completion rates, and bottlenecks​</li> <li>​Lead, coach, and develop the onboarding team to deliver high-quality support and guidance to new sellers</li> <li>Act as the escalation point for complex onboarding cases, making decisions on exceptions and process changes as needed</li> <li>Communicate regularly with internal and external stakeholders to align on onboarding priorities and initiatives</li> <li>Coach and develop Direct reports and colleagues to achieve their best potential</li> </ul> <p><strong>Key performance measures:</strong></p> <ul> <li>Seller onboarding completion rates and time-to-live</li> <li>Seller satisfaction/NPS scores post-onboarding</li> <li>Compliance and quality metrics for new listings</li> <li>Reduction in onboarding-related support tickets</li> <li>Team engagement and development</li> </ul> <p><strong>What I need to know&nbsp;</strong></p> <p>List the skills, qualifications and experience the job-holder should have, and whether they are essential or desirable.&nbsp; <strong>Essential</strong></p> <ul> <li>2-4 years in customer success, account management, operations, or onboarding roles</li> <li>Experience with e-commerce platforms or marketplace technologies&nbsp;</li> <li>Strong project management skills with ability to manage multiple onboarding projects simultaneously</li> <li>Excellent written and verbal communication skills with ability to explain technical concepts clearly</li> <li>Technical aptitude and comfort with APIs, integrations, and troubleshooting platform issues</li> <li>Understanding of UK/EU product safety, quality, and legal standards; ability to implement technical compliance checks.</li> <li>Competence in using dashboards, KPIs, and performance metrics to monitor onboarding success and seller performance.</li> <li>Detail-oriented with strong organisational and documentation skills</li> <li>Customer-centric mindset with patience and problem-solving abilities</li> <li>Proficiency with CRM and project management tools</li> <li>Ability to work cross-functionally and coordinate with multiple stakeholders</li> <li>Proactive and resourceful in resolving issues independently</li> <li>Proven people management and leadership skills, demonstrating confidence in broad stakeholder and matrix team management</li> </ul> <p><strong>Desirable&nbsp;</strong></p> <ul> <li>Proven experience as a Marketplace Integration Specialist</li> <li>Project management qualification or experience&nbsp;</li> <li>Experience working in a fast-paced, high-growth environment&nbsp;</li> </ul> <p><strong>What I need to show</strong></p> <p>Our Valued Behaviours are our common DNA that every colleague should live by and provide the benchmark for how we deliver our goals/individual contribution, and how we relate to other colleagues in the organisation.</p> <ul> <li>Own it <ul> <li>Do what you say you’ll do</li> <li>Don’t walk past a problem</li> </ul></li> <li>Make it better&nbsp; <ul> <li>Improve things for your customer&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</li> <li>Spot opportunities to simplify&nbsp;</li> </ul></li> <li>Be human&nbsp; <ul> <li>Walk in the shoes of your colleagues and customers</li> <li>Show care and respect to everyone</li> </ul></li> </ul> <p><strong>Valued Behaviours (C5):</strong></p> <p>C5</p> <ul> <li>Own it <ul> <li>Consistently deliver on outcomes and communicate clear plans and goals to others, resolving problems independently</li> <li>Clearly and respectfully speak you mind, invite others to challenge or build on ideas and actively listen&nbsp;</li> <li>Proactively seek to understand the changing business context and work with peers to solve business challenges. Regularly review your goals to ensure you are focused on the right things&nbsp;</li> </ul></li> <li>Make it better&nbsp; <ul> <li>Embrace new ways of doing things without fear of failure, supporting others to do the same&nbsp;</li> <li>Open minded and proactively adapt your approach during times of change, supporting others to deal with unforeseen situations</li> <li>Show curiosity about how the wider business operates&nbsp;</li> <li>Proactively seek feedback from a broad range of colleagues to build a robust development plan. Give feedback to colleagues at all levels.</li> </ul></li> <li>Be human&nbsp; <ul> <li>Appreciate others’ moods and feelings and consciously adjust your approach accordingly</li> <li>Proactively build relationships based on honesty and integrity</li> <li>Always consider the customer’s perspective, continually looking for opportunities to build a great customer experience</li> </ul></li> </ul> <p>In addition to role modelling the Valued Behaviours, all People Managers should be consistently driving all four Leadership Performance Expectations, all the time.&nbsp;</p> <p><strong>The Leadership Performance Expectations are:</strong></p> <ul> <li>Obsessed with the customer</li> </ul> <p style="margin-left:72pt">You must:</p> <ul> <li>Use data and insight to understand customer needs and solve customer problems <ul> <li>Use our Purpose to support decision making everyday</li> <li>Role model living our customer commitments and guide teams to do the same</li> </ul></li> <li> <p>Obsessed with performance</p> <p>You must:</p> <ul> <li>Know and be accountable for your part to play, delivering it brilliantly</li> <li>Align team goals and ruthlessly prioritise resources to deliver our Customer Commitments&nbsp;</li> <li>Assign clear accountabilities, hold people accountable (in your team and out) and act on performance both good and bad</li> </ul></li> <li> <p>Lead beyond boundaries</p> <p>You must:</p> <ul> <li>Actively share and seek to understand the big picture, both internal and external</li> <li>Story tell our Next Level Sainsbury’s strategy to drive end-to-end thinking&nbsp;</li> <li>Build productive partnership inside and outside our organisation</li> </ul></li> <li> <p>Lead fearless teams</p> <p>You must:</p> <ul> <li>Create the environment for diverse perspective and challenge, where we are always looking to raise the bar</li> <li>Grow everyone around you (up, down and across) through adult-to-adult feedback and coaching</li> <li>Know yourself (strengths, weaknesses and impact on others) and continuously develop&nbsp;</li> </ul></li> </ul> <p>&nbsp;<strong>Support we will provide</strong></p> <ul> <li>Access to training and development, including online learning, mentoring, and industry events.&nbsp;</li> <li>Regular feedback and personal development planning.&nbsp;</li> <li>Tools and resources to enable success in the role.</li> </ul> <p>#ArgosCommercialandDigital</p>