Reward360 - Director - Marketplace Growth

Director - Marketplace Growth

Description:

Reward360 Global Services is Indias premier Customer Engagement Solution provider. R360 powers a data-driven customer engagement ecosystem that enables the worlds leading organizations to earn customer loyalty every day. For over 20 years, R360s loyalty and reward platforms have driven ambitious loyalty programs for some of the worlds biggest brands including Standard Chartered Bank, American Express, HDFC Bank, ICICI Bank, and Axis Bank. We have 1000+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big data analytics.

We are looking for a dynamic and experienced leader to build, launch, and scale our Marketplace Vertical within the e-commerce ecosystem. This role requires a strategic thinker who can set up the marketplace foundation from scratch, onboard the right partners, drive revenue, optimise operations, and deliver a best-in-class commerce-like experience for end customers.

The ideal candidate will own the vertical end-to-end from strategy, product, and partner development to operations, customer experience, and P&L performance.

Key Responsibilities:

1. Marketplace Vertical Setup

- Define the marketplace vision, strategy, roadmap, and success metrics.

- Build the operating model, processes, and governance frameworks.

- Identify and onboard marketplace partners, sellers, brands, and service providers.

- Work closely with Tech & Product teams to define marketplace platform requirements.

2. Business Growth & P&L Ownership

- Own revenue, margins, assortment expansion, and profitability targets.

- Build a scalable seller ecosystem across categories aligned with customer needs.

- Drive category benchmarking, pricing strategy, deal constructs, and promotions.

- Analyse performance, optimise catalogue, improve conversion and customer value.

3. Customer Experience Excellence

- Ensure the marketplace delivers a smooth, intuitive, and reliable shopping experience.

- Improve delivery experience, returns management, and customer support workflows.

- Drive seller SLAs, turnaround time, dispatch, fulfilment quality, compliance, etc.

- Identify customer pain points and introduce solutions that enhance end-to-end experience.

4. Operational Leadership

- Set up processes for onboarding, quality control, fulfilment, returns, and reconciliation.

- Collaborate with warehouse, logistics, finance, and vendor management teams.

- Build dashboards and governance models for daily, weekly, and monthly reviews.

5. Cross-Functional Collaboration

- Work closely with Product, Tech, Ops, Marketing, CX, and Finance teams.

- Lead marketplace initiatives for launches, category expansions, promotions, and campaigns.

- Drive automation, efficiency, and continuous improvement initiatives.

6. Team Building & Leadership

- Build and lead a high-performing marketplace team from ground up.

- Mentor and develop talent across category management, operations, and seller success.

- Foster a culture of ownership, speed, customer obsession, and innovation.

Desired Skills & Experience:

- 8 to 15 years of experience in e-commerce, marketplace setup

- Proven track record in launching and scaling marketplace or multi-seller platforms.

- Strong understanding of marketplace operations, P&L management, logistics, and CX.

- Excellent communication, stakeholder management, and decision-making skills.

- Ability to work in a fast-paced, ambiguous, and entrepreneurial environment.

- Data-driven mindset with experience in using dashboards, analytics, and insights.