Associate Director - Marketplace Operations

About the Role

Lead and optimize end-to-end marketplace operations across 3P (Third-Party Seller) and 1PX (Hybrid Fulfilled) models to drive GMV growth, operational efficiency, and superior customer experience. Ensure seamless execution of seller management, assortment expansion, and fulfillment processes to deliver scalable business performance aligned with Makro Pro's strategic objectives.

Responsibilities

• Define and execute marketplace strategies across 3P and 1PX models to drive GMV and conversion.
• Monitor and optimize KPIs including GMV, conversion, availability, and service levels.
• Oversee seller onboarding, activation, and performance management for 3P sellers.
• Expand and optimize assortment to enhance competitiveness.
• Manage hybrid fulfillment operations, including inventory-light models and coordination across supply chain, warehouse, and last-mile delivery.
• Drive integration between online (Makro Pro) and offline operations to ensure seamless O2O order-to-delivery processes.
• Establish SOPs, governance frameworks, and scalable processes; lead continuous improvement initiatives.
• Analyze operational and commercial data, develop dashboards and reporting to identify gaps and support decision-making.
• Collaborate with Commercial, Category, Supply Chain, Technology, and Sales teams to align execution priorities and performance targets.
• Lead, coach, and develop a high-performing operations team to support business growth and transformation.

Qualifications

• Bachelor's or Master's degree in Business Administration, Supply Chain, or related field.
• Minimum 10+ years of experience in E‑Commerce, Marketplace, Retail, or Operations.
• Proven track record in driving GMV growth and operational performance; experience managing large-scale marketplace or fulfillment operations preferred.
• Strong expertise in marketplace operations (3P, 1P, 1PX models) and knowledge of supply chain, fulfillment, and O2O operations.
• Advanced data analytics and KPI management experience (e.g., GMV, conversion, SLA) and experience developing dashboards/reporting.
• Experience in process design, SOP development, and operational scaling.
• Strategic thinker with strong business acumen, results-oriented with high ownership and accountability.
• Strong problem-solving, continuous improvement mindset, and effective communication and stakeholder influencing skills.
• Proven ability to lead cross-functional teams in a matrix organization and strong team development/coaching capabilities.
• Execution excellence in fast-paced, dynamic environments.