Job Overview
We are seeking a dynamic and detail-oriented Marketplace Manager to lead our online marketplace operations. The ideal candidate will have a strong background in e-commerce, digital marketing, and web analytics, with the ability to optimize product listings and drive traffic through various digital channels.
The Marketplace Lead is responsible for daily operations, management, and growth of Shopville’s Seller account on designated third-party marketplaces. This involves maintaining the operational status of accounts, tracking sales performance, optimizing the product catalog, and executing projects to improve marketplace KPIs. The Marketplace Lead is responsible for completion of onboarding tasks for new Marketplaces, responding to external and internal escalations, and providing a direct line of communication between Operations, Management, and Warehouse teams on matters related to the Marketplace.
Key Responsibilities:
Account Health
- Ensure account status is active - product listings are available for sale on the platform
- Participate in and improve metrics for Marketplace platform incentive programs, in cases where such a program exists
- Monitor product listings and customer escalations to ensure compliance with Marketplace policies and guidelines
- If provided by the Marketplace, coordinate with Marketplace Customer Success Managers (external CSM) to drive performance, identify improvements and resolve issues
Customer Service
- Monitor customer feedback and reviews
- Respond promptly to questions, complaints and issues to ensure a positive customer experience
- Document and update customer service policies
- Maintain historical case data for reference and future escalations
Strategic Management
- Track and analyze marketplace KPIs
- Identify strategies for growth and improvement in our inventory, marketing, and sales strategies
- Highlight new opportunities, services, or offerings on the Marketplace platform
- Operational Management
- Coordinate with Warehouse team to ensure fulfillment of both Merchant (1PL) and 3PL product shipments (if applicable)
- Escalate issues (logistics, inventory, pricing, account health) to Marketplace Account Manager (external), Shopville Operations staff and/or management as appropriate
- Create, monitor and update product listings for pricing and product accuracy
Administrative Duties
- Prepare and update SOP documentation
- Ensure maintenance of operations and coverage when out of office
- Generate quarterly reports on market performance, profitability and productivity
General Marketplace Support
- Participate in cross-training initiatives for other Non-Amazon Marketplaces
- By request or at manager discretion, assist Marketplace Leads in covering gaps in operations of other Marketplaces
Requirements & Qualifications
- 2+ years of experience in e-commerce, marketplace management, customer service, or a related field.
- Strong organizational, communication, and problem-solving skills.
- Ability to manage multiple priorities and work independently.
- High attention to detail and accuracy.
- Comfortable analyzing data and reporting on performance metrics.
- Proficiency with Microsoft Excel, Google Sheets, and other business software.
- Ability to create and maintain documentation and SOPs.
Preferred Experience & Assets
- Experience managing online marketplace accounts (eBay, Walmart Marketplace, Etsy, Faire, Best Buy Marketplace, etc.).
- Experience creating and optimizing product listings.
- Familiarity with marketplace policies, account health metrics, and seller compliance requirements.
- Experience with inventory management systems such as SKUVault or similar software.
- Experience working with warehouses, logistics teams, or fulfillment operations.
- Understanding of sales reporting, inventory planning, and business analytics.
- Project management or new marketplace launch experience.
- Interest in video games, toys, collectibles, or pop culture products is considered an asset.
Pay: From $24.50 per hour
Benefits:
- Casual dress
- On-site parking
Experience:
- Marketplace Managing: 2 years (required)
Work Location: In person
