Associate Director - Commercial Digital

<h2>Key Responsibilities</h2><h2>Retail &amp; Marketplace eCommerce Business Strategy &amp; Growth</h2><ul><li>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.</li></ul><ul><li>Develop commercial strategies to drive GMV, revenue, profitability, assortment expansion, seller growth, customer acquisition, and retention across both business models.</li></ul><ul><li>Identify new business opportunities, market trends, and growth initiatives.</li></ul><ul><li>Monitor business performance and recommend improvement actions.</li></ul><ul><li>Collaborate with Sales, Marketing, Merchandising, and Operations to deliver customer-centric solutions and seamless execution.</li></ul><ul><li>Analyze customer insights and market intelligence to improve value proposition.</li></ul><h2>Customer Experience &amp; Conversion Optimization</h2><ul><li>Own the end-to-end customer experience strategy across all Makro PRO touchpoints, ensuring a seamless and consistent omnichannel journey.</li></ul><ul><li>Leverages customer insights, Voice of Customer (VOC), CSAT, behavioral analytics, and market research to drive experience improvements and improve satisfaction, retention, and loyalty.</li></ul><ul><li>Lead strategic initiatives that enhance customer onboarding, ordering, fulfillment, delivery, post-purchase support, and long-term customer loyalty.</li></ul><h2>Operational Excellence</h2><ul><li>Drive operational excellence initiatives across fulfillment centers, hubs, and delivery networks.</li></ul><ul><li>Lead cross-functional projects involving supply chain, logistics, technology, commercial, and customer service teams.</li></ul><ul><li>Manage project timelines, budgets, and resource allocation.</li></ul><h2>Data &amp; Performance Management</h2><ul><li>Analyze business data to identify opportunities and risks.</li></ul><ul><li>Present business reviews and strategic recommendations to senior leadership.</li></ul><ul><li>Build dashboards and performance reporting frameworks.</li></ul><h2>Team Leadership &amp; Capability Building</h2><ul><li>Coach and mentor leaders to strengthen strategic thinking, execution excellence, and stakeholder management capabilities.</li></ul><ul><li>Drive change management initiatives and support organizational transformation to improve business performance and operational efficiency.</li></ul><h2>Requirements</h2><ul>
<ul><li>Minimum 10+ years of experience in e-commerce, or marketplace businesses with at least 5 years in a leadership role.</li></ul>
<ul><li>Proven track record of leading and developing high-performing commercial and operational teams in a fast-paced environment.</li></ul>
<ul><li>Demonstrated experience driving operational excellence, process improvement, and large-scale transformation initiatives.</li></ul>
<ul><li>Strong analytical and problem-solving skills, with proficiency in data-driven decision-making and performance management.</li></ul>
<ul><li>Excellent communication, presentation, and stakeholder management skills.</li></ul>
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