At a Glance
- Tasks: Lead seller communications and engagement strategies to enhance marketplace relationships.
- Company: Join a rapidly expanding e-commerce marketplace with a vibrant team culture.
- Benefits: Competitive salary, career growth opportunities, and a dynamic work environment.
- Other info: Work in a fast-paced environment with opportunities to innovate and influence change.
- Why this job: Make a real impact by shaping seller experiences and building strong communities.
- Qualifications: Experience in seller engagement, excellent communication skills, and a passion for e-commerce.
The predicted salary is between 54000 - 66000 £ per year.
We are looking for an experienced, highly organised and engaging Seller Experience & Engagement Manager to join a rapidly expanding e-commerce marketplace team. This is an exciting opportunity to join a growing digital business and play a key role in building strong, long-term relationships with marketplace sellers. This is a senior role focused on seller communications, engagement, satisfaction and community building. You will ensure sellers are informed, supported and engaged, while bringing valuable seller insight back into the business to help shape and improve the marketplace experience.
You will work closely with Marketplace leadership and teams across Account Management, Business Development, Compliance, Marketing, Digital Trading, Technology and Operations to ensure sellers receive clear, timely and joined-up communications and have a positive experience throughout their marketplace journey.
Role Overview
As Seller Experience & Engagement Manager, you will own the seller communications and engagement strategy, ensuring sellers understand what is happening across the marketplace, what is expected of them and where opportunities exist to grow their business. You will act as a key voice for sellers within the business, gathering feedback, identifying trends and turning seller insight into practical recommendations and improvements. The role combines B2B communications, seller engagement, community building, stakeholder management, insight and experience optimisation, making it ideal for someone who enjoys working with people, creating compelling communications and influencing change across a fast-paced organisation.
As the marketplace continues to grow, you will help build a strong and engaged seller community while developing new ways to improve communication, participation and seller satisfaction.
Key Responsibilities
- Owning and developing the seller communications strategy, ensuring communications are clear, consistent, relevant and well timed.
- Creating and managing a comprehensive seller communications calendar.
- Writing and delivering seller newsletters, announcements, policy updates, trading briefings, campaign communications and other seller-facing content.
- Ensuring complex, technical or operational information is translated into clear and engaging communications.
- Building and managing a seller engagement programme designed to strengthen relationships and create a sense of community.
- Planning and delivering webinars, seller events, forums, advisory groups and other engagement activities.
- Developing initiatives that encourage seller participation and strengthen long-term marketplace relationships.
- Owning seller satisfaction and engagement measurement through regular surveys, feedback channels and other insight tools.
- Monitoring seller sentiment, identifying trends and developing action plans to address areas of concern.
- Acting as the voice of the seller within the business, ensuring seller feedback is understood and appropriately represented.
- Turning seller feedback and insight into clear recommendations for Marketplace, Technology, Commercial and Operations teams.
- Closing the feedback loop by communicating improvements and changes back to sellers.
- Segmenting sellers and tailoring communications and engagement activity to different audiences, from strategic brands to smaller independent businesses.
- Supporting seller participation in campaigns, promotions, key trading periods and other commercial opportunities.
- Working closely with Digital Trading, Marketing and Retail Media teams to communicate relevant opportunities effectively.
- Maintaining seller-facing content including help centres, FAQs, guides, templates and other resources.
- Ensuring seller-facing information remains accurate, accessible, up to date and consistent.
- Establishing clear standards for seller engagement and communication across the Account Management function.
- Monitoring delivery against agreed seller experience and engagement standards and identifying areas for improvement.
- Working with Account Management to ensure communications are joined up and delivered consistently across the seller base.
- Coordinating communications from Account Management, Business Development, Compliance, Retail Media and other Marketplace teams to avoid conflicting or fragmented messaging.
- Reporting seller satisfaction, sentiment, engagement and participation metrics to Marketplace leadership.
- Presenting seller insights and recommendations to senior stakeholders.
- Representing the seller perspective in Marketplace planning and decision-making forums.
- Building strong relationships with marketplace sellers, brands, integrators and other external partners.
- Identifying opportunities to improve the overall seller experience and strengthen seller loyalty and engagement.
- Developing new engagement initiatives as the marketplace evolves and grows.
Essential & Desirable Skills
- Proven experience in seller engagement, partner marketing, B2B communications, account engagement or customer experience, ideally within e-commerce, marketplaces or retail.
- Excellent written communication skills, with the ability to create clear, engaging and commercially relevant communications.
- Strong presentation and verbal communication skills, with confidence communicating to sellers, partners and senior internal stakeholders.
- Experience planning and delivering events, webinars, forums, communities or engagement programmes.
- Experience designing or managing seller/customer surveys and using feedback to generate actionable insight.
- Strong understanding of how effective communication and engagement can influence satisfaction, loyalty and commercial participation.
- Experience working with email, CRM, portal or other communication platforms to plan, target and measure engagement.
- Good understanding of e-commerce marketplaces and the challenges and opportunities faced by sellers.
- Strong stakeholder management and influencing skills.
- The confidence to challenge constructively and hold teams accountable for agreed seller experience standards.
- Excellent organisational and project management skills, with the ability to manage multiple communication programmes and priorities.
- Strong analytical skills, with the ability to interpret engagement, satisfaction and participation data.
- A proactive, collaborative and solutions-focused approach.
- The ability to work cross-functionally with commercial, operational, technical and customer-facing teams.
- Strong attention to detail and a commitment to accuracy.
- Experience working in a fast-paced, high-growth environment would be advantageous.
What You'll Bring to the Role
You will be genuinely seller-focused, with a strong understanding of what businesses need from a marketplace partner and what drives engagement, satisfaction and long-term loyalty. You will be an excellent communicator who can make every message simple, relevant and engaging, while being confident enough to influence stakeholders and challenge when standards are not being met. You will enjoy building relationships, creating communities and finding new ways to keep sellers informed and involved. You will also be insight-led and commercially aware, using seller feedback, satisfaction data and engagement metrics to identify opportunities and turn insight into meaningful action. Most importantly, you will be comfortable working in a rapidly changing environment and excited by the opportunity to help shape the seller experience as the marketplace continues to grow.
What Success Looks Like
- Seller satisfaction and engagement improving against agreed measures.
- Seller communications being accurate, timely, relevant and well coordinated.
- Increased participation in communications, webinars, events, campaigns and trading activity.
- Stronger seller engagement and a more connected marketplace community.
- Seller feedback being consistently captured, analysed and converted into actionable improvements.
- Sellers clearly understanding marketplace requirements, opportunities and changes.
- Improvements being communicated back to sellers, creating a visible feedback loop.
- Account Management consistently meeting agreed seller experience and engagement standards.
- Seller-facing content remaining accurate, accessible and up to date.
- Marketplace leadership having a clear and current view of seller sentiment, satisfaction and engagement.
Permanent | Full-time | London
If you have the relevant experience as detailed, please submit an up to date CV by using the apply button.
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Seller Experience and Engagement Manager in London employer: TQR
Join a dynamic and innovative team as a Digital Analyst in London, where you'll have the chance to make a real impact on commercial performance through data-driven insights. Our hybrid working model promotes a healthy work-life balance, while our collaborative culture encourages professional growth and the exploration of cutting-edge technologies like AI in analytics. With a focus on employee development and a commitment to fostering creativity, we offer a rewarding environment for those looking to advance their careers in digital analytics.
StudySmarter Expert Advice🤫
We think this is how you could land Seller Experience and Engagement Manager in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at TQR. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like TQR before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Seller Experience and Engagement Manager in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to TQR:Your cover letter is your chance to shine! Tell us why you want to work at TQR specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at TQR!
How to prepare for a job interview at TQR
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
