Seller Experience and Engagement Manager

Exciting opportunity | Rapidly expanding e-commerce marketplace

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

You will be responsible for:

• 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

We are looking for someone with:

• 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

Success in this role will include:

• 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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