Associate Director - Commercial Digital

Key Responsibilities 

Retail & Marketplace eCommerce Business Strategy & Growth 

• 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. 

• Develop commercial strategies to drive GMV, revenue, profitability, assortment expansion, seller growth, customer acquisition, and retention across both business models. 

• Identify new business opportunities, market trends, and growth initiatives. 

• Monitor business performance and recommend improvement actions. 

• Collaborate with Sales, Marketing, Merchandising, and Operations to deliver customer-centric solutions and seamless execution. 

• Analyze customer insights and market intelligence to improve value proposition. 

Customer Experience & Conversion Optimization 

• Own the end-to-end customer experience strategy across all Makro PRO touchpoints, ensuring a seamless and consistent omnichannel journey. 

• Leverages customer insights, Voice of Customer (VOC), CSAT, behavioral analytics, and market research to drive experience improvements and improve satisfaction, retention, and loyalty. 

• Lead strategic initiatives that enhance customer onboarding, ordering, fulfillment, delivery, post-purchase support, and long-term customer loyalty. 

Operational Excellence 

• Drive operational excellence initiatives across fulfillment centers, hubs, and delivery networks. 

• Lead cross-functional projects involving supply chain, logistics, technology, commercial, and customer service teams. 

• Manage project timelines, budgets, and resource allocation. 

Data & Performance Management 

• Analyze business data to identify opportunities and risks. 

• Present business reviews and strategic recommendations to senior leadership. 

• Build dashboards and performance reporting frameworks. 

Team Leadership & Capability Building 

• Coach and mentor leaders to strengthen strategic thinking, execution excellence, and stakeholder management capabilities. 

• Drive change management initiatives and support organizational transformation to improve business performance and operational efficiency. 

Requirements

• Minimum 10+ years of experience in e-commerce, or marketplace businesses with at least 5 years in a leadership role. 

• Proven track record of leading and developing high-performing commercial and operational teams in a fast-paced environment. 

• Demonstrated experience driving operational excellence, process improvement, and large-scale transformation initiatives. 

• Strong analytical and problem-solving skills, with proficiency in data-driven decision-making and performance management. 

• Excellent communication, presentation, and stakeholder management skills.