Seller and Onboarding Manager - Marketplace

Location

Ansty store support centre or London store support centre

Head of New Business Development

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.

Accountable for the onboarding operational budget; responsible for resource allocation and process improvement investments

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.

• Manage end‑to‑end onboarding process for new sellers from contract signature through to first sale
• Guide sellers through platform setup, including configuration, catalog integration, and technical requirements
• Train sellers on marketplace platform functionality, best practices, and operational workflows
• Coordinate with internal teams (legal, finance, operations, tech support) to ensure smooth onboarding, resolve onboarding issues and continuously improve processes
• Troubleshoot technical issues and resolve seller questions during onboarding phase identifying pain points to drive future improvements.
• Monitor onboarding timelines and KPI’s, proactively address blockers to meet go‑live targets
• Ensure sellers meet quality standards and compliance requirements before launch
• Develop, implement, and optimise the seller and product onboarding process documentation, templates, and training materials ensuring efficiency, compliance with all regulations and policies, and delivery of a positive seller experience
• Conduct regular check‑ins with sellers during onboarding to track progress and provide support
• Gather seller feedback to identify process improvements and optimise onboarding experience
• Report on onboarding metrics including time‑to‑live, completion rates, and bottlenecks
• Lead, coach, and develop the onboarding team to deliver high‑quality support and guidance to new sellers
• Act as the escalation point for complex onboarding cases, making decisions on exceptions and process changes as needed
• Communicate regularly with internal and external stakeholders to align on onboarding priorities and initiatives
• Coach and develop Direct reports and colleagues to achieve their best potential

• Seller onboarding completion rates and time‑to‑live
• Seller satisfaction/NPS scores post‑onboarding
• Compliance and quality metrics for new listings
• Reduction in onboarding‑related support tickets
• Team engagement and development

List the skills, qualifications and experience the job‑holder should have, and whether they are essential or desirable.
Essential

• 2‑4 years in customer success, account management, operations, or onboarding roles
• Experience with e‑commerce platforms or marketplace technologies
• Strong project management skills with ability to manage multiple onboarding projects simultaneously
• Excellent written and verbal communication skills with ability to explain technical concepts clearly
• Technical aptitude and comfort with APIs, integrations, and troubleshooting platform issues
• Understanding of UK/EU product safety, quality, and legal standards; ability to implement technical compliance checks.
• Competence in using dashboards, KPIs, and performance metrics to monitor onboarding success and seller performance.
• Detail‑oriented with strong organisational and documentation skills
• Customer‑centric mindset with patience and problem‑solving abilities
• Proficiency with CRM and project management tools
• Ability to work cross‑functionally and coordinate with multiple stakeholders
• Proactive and resourceful in resolving issues independently
• Proven people management and leadership skills, demonstrating confidence in broad stakeholder and matrix team…