Customer Service Representative liaising between customers and cross - functional teams for timely processing of RFQs. Building long - lasting customer relationships for an aircraft parts distributor.
About the role
- Head of CX overseeing and driving the Seller Experience and Growth strategy for OnBuy, a fast-growing eCommerce platform. Involves leadership responsibilities in product ownership and seller engagement across the marketplace.
Responsibilities
- Own the Seller Experience and Growth strategy across onboarding, trading, performance, and solutions.
- Lead and coach Product Owners and Seller Experience teams, ensuring clarity of vision, prioritisation, and delivery.
- Champion data-driven decision-making, design thinking, and behavioural insights as core levers.
- Embed a culture of seller obsession and outcome-focused execution.
- Take ownership of the end-to-end Seller Journey, removing friction at every lifecycle stage.
- Conduct journey mapping, research, and insight to create intuitive, scalable, and trust-building experiences.
- Translate seller insights into clear propositions, product direction, and delivery priorities.
- Partner with Technology to ensure platform maturity, reliability, and continuous improvement.
- Drive seller lifecycle performance across activation, time to first sale, growth, retention, and satisfaction.
- Collaborate with BI to build dashboards tracking seller performance, GMV contribution, and marketplace dynamics.
- Identify opportunities in pricing, content, competitiveness, and assortment.
- Define and implement segmentation strategies to tailor support and experience to seller value and potential.
- Lead automation and AI workflows to enable scalable, proactive seller support and trading interventions.
- Build digital-first seller management frameworks with targeted high-touch engagement where it matters.
- Work cross-functionally to resolve systemic barriers and trading blockers quickly.
- Create and scale a Voice of Seller program with real-time feedback loops and structured reporting.
- Convert insights into clear actions, backlog prioritisation, and product decisions.
- Deliver behavioural and journey-level improvements through evidence-based experimentation and test-and-learn approaches.
- Act as the strategic champion for sellers across leadership forums.
- Ensure alignment and coordination of initiatives across all business areas.
- Bring sharp narrative storytelling and data-led influence to senior decision-making environments.
Requirements
- Proven experience shaping seller, merchant or partner ecosystems in marketplaces or high growth eCommerce
- Strong product, CX and proposition thinking
- Commercial and trading rigour, supported by data literacy and analytical capability
- Experience driving automation and scalable service models
- Deep empathy for sellers and passion for intuitive, empowering experiences
- Ability to influence and inspire cross functional teams and senior leaders
- High intellectual curiosity, problem solving capability and an outcome obsession
Benefits
- Company Equity- 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.
- 25 days annual leave + Bank Holidays
- 1 extra day off for your Birthday
- Employee Assistance Programme
- Perks at Work benefit platform
- Opportunities for career development and progression
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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