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