Seller Performance Manager

Who are OnBuy?

OnBuy are an online marketplace who are on a mission of being the best choice for every customer, everywhere.

We have recently been named one of the UK's fastest-growing tech companies in Deloitte's Technology Fast 50 for the third year in a row (as well as 'Fastest-Growing Tech Business in the South West').

All achievements we are very proud of, but we don't let that go to our head. We are all laser focused on our mission and understand the huge joint effort ahead of us needed to succeed.

Working at OnBuy:

We are a team of driven and motivated people who thrive when working at pace. To succeed at OnBuy you need to take charge and fully own your responsibilities, rolling your sleeves up when needed to 'get it done'. Working at OnBuy you are surrounded by so much opportunity, but you must possess the ability to stay focused and prioritise ruthlessly. Most importantly, you will thrive in an ever-changing environment as we are constantly evolving.

At OnBuy, you're not just a number or another cog in a machine. We are creating something really special, and you have the opportunity to affect meaningful change and have your voice heard.

We are a close team, who have the opportunity to learn and grow as OnBuy evolves. We work in a flexible way, meaning we can prioritise our health and relationships, but when we are working, we graft.

Job overview:

Seller Performance Manager
As the Seller Performance Manager your primary responsibility will be the ongoing development and implementation of the risk strategy as agreed with the Head of Risk and senior leadership team, ensuring that key seller and product risks are identified and controlled effectively.

The overall objective of this role is to support the Head of Risk in managing and mitigating financial, legal and reputation risks (losses) to the company, which will help in enabling the company to maximise revenue through a balanced risk strategy.

The business will be looking to you to monitor seller performance and profitability to ensure issues are identified quickly with proportionate action taken to limit the impact to both the company and our buyers.  This includes proactively preventing rogue sellers from using deceptive techniques or methods; identifying under-potentialised [CO1] sellers and lead the implementation of performance improvement actions; and to develop, optimise and leverage seller performance metrics to drive sales towards the best performing sellers. 

Key Responsibilities: 

Seller Risk Mitigation

• Lead and manage the monitoring of seller performance, and the development of seller performance metrics, to proactively identify seller performance risks.  

• Collaborate with the Risk Insight Manager and the BI team to develop a proprietary seller risk model and related dashboards which utilise both predictive techniques and performance fingerprinting to quickly and accurately highlight seller performance concerns.
• Continue to push the development of this model and develop scalable BAU processes that ensure proportionate, repeatable actions are taken for each seller risk type, from educational and support options through to seller sanctions, based upon both the scale of the performance issue and the overall recoverability/potential of the seller.
• Monitor, investigate and manage the action taken on any current or developing seller risk trends across all of OnBuy’s sellers. 
• Manage the responses from sellers and other messages received into the OnBuy Seller Performance email address.

Trust Pilot

• Manage the Trust Pilot Anaylst to ensure they are effectively monitoring, responding to, and managing customer reviews on Trustpilot to ensure a positive online reputation for the company, support the Analyst in leading seller investigations into the root cause of reviews, and ensure proportionate action is taken on any identified seller performance concerns.

Buyer Risk Mitigation

• Work alongside the Risk Insight Manager to investigate emerging fraud patterns, especially those that may involve Buyer/Seller Collusion.

Product Compliance & Violations

• Support the Head of Risk and Risk Operations Manager with direct feedback on any identified product risk issues or trends.  
• Monitor, investigate and manage the action taken where product related risk trends are identified for a specific seller or group of sellers.

Customer Service Escalations

• Monitor, analyse and investigate complex Customer Service enquiries that may indicate a wider issue with a buyer or seller.

Requirements

Experience and Skills: 

Essential

• Proven experience in Performance Management with an online marketplace or retailer.
• Detailed knowledge and direct experience of Seller risk management.#
• Broad knowledge of Seller risks and strategies used by bad actors.
• Able to communicate effectively with both key stakeholders and external parties.
• Confident in constructively challenging at all levels.
• Independent, critical and creative thinker.
• Advanced competency in Microsoft Excel
• Excellent problem-solving skills.
• Enjoys working in a fast-paced, collaborative environment.
• Open, honest & approachable.

Desirable

• Experience querying databases and data repositories using SQL (or related tool).
• Capable of turning data into captivating, compelling and actionable insight
• Detailed understanding of UK consumer law, particularly:
• Consumer Rights Act 2015
• The Consumer Contracts & Regulations 2013.

Benefits

The salary on offer for this role is £50,000 to £60,000 per annum, depending on experience.

In return for helping us to grow, we’ll offer you company equity, meaning you own a piece of this business we are all working so hard to build.