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.