Seller Support Manager

We have a permanent full-time opportunity for a Seller Support Manager to join our Ecom Trade & Demand Generation team. Big W’s ambition is to become a purpose-led digital retailer enabled by a great store network. With big ambitions for ecommerce, this role supports our growth aspirations by extending our range online via curated 3rd party products.

**About BIG WX**

The BIG W XTeam is made up of an innovative and forward-thinking bunch representing one of Australia’s biggest retailers. We partner across our exco system to start our digital transformation journey. We welcome challenges and co-create solutions to deliver consistently good customer experiences. We come from diverse backgrounds, but share a common purpose to make a real difference for our families.

BIG W is one of Australia’s most loved brands and has been part of our families for over 40 years. At BIG W, we put our customer at the heart of everything we do across our network of 183 stores nationally. We sell exclusive BIG W brands that are simply great quality at low prices as well as feature leading international brands. Our customers can choose everything for their kids, home, themselves, for leisure and for their everyday life. Our team of over 16,000 members is located in Australia, Hong Kong and Bangladesh.

**About the Opportunity
**As a Seller Support Manager, you will be supporting our Marketplace team to acquire, onboard and grow our supplier partners. Together with the Marketplace team, you will significantly expand our range online so that we continue to deliver on our ambition.

The role of Seller Support Manager includes, but not limited to, the following responsibilities:

- Support our Marketplace team to acquire and onboard vendors onto our Drop Ship Vendor (DSV) Marketplace
- Manage and support a team of one DSV Ops Support Specialist, who will look after the day to day manual/admin tasks of the DSV vendor onboarding and account management processes
- Be the first point of contact for Big W Commercial team and DSV vendors, especially on escalations or issues to be resolved
- Ongoing account management once vendors are live on our DSV marketplace
- Contact point for DSV vendors, Big W Commercial, Digital, Fulfilment and Customer Service team
- Review payment queries received from vendors and work with internal teams including Finance, Commercial and Merch Ops to resolve as appropriate
- Track the vendors operational performance on our DSV marketplace and work with vendors who are underperforming to take action on the issues
- Educate vendors to maintain a good account’s health: updated stock on hand, freight charges up to date and competitive, accurate lead times, valid tracking details, etc.
- Track the vendors sales performance on our DSV marketplace
- Identify opportunities to improve/grow and work with Big W commercial team and DSV vendors on suggested actions and plans
- Document new processes and procedures

**About you
Keen on the opportunity? Let’s talk about your skills now

You are a true leader with a strong background in account management with ideally experience in retail/ecommerce. You will be recognised for your outstanding time management, analytical mindset and your ability to deal with ambiguous situations.

Most importantly, engaging with stakeholders holds no secret for you You work in a collaborative way with stakeholders at all levels, always with end to end thinking. You have experience working in a cross functional business dealing with various vendors and key partners.

Embracing agile practices, adapting to changes and new ways of working is something you are excited about You are able to balance your energy for the future with the everyday, remaining attuned to the work and showing deep care for the squad.

As an inclusive, team-first company, our people are at the core of everything we do. As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. We value diversity and aim to create a vibrant and inclusive workforce which reflects the communities we serve.

**Grow with the Group
We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.

As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference.

We value flexibility, and encourage our team members to work in ways that meet their work/life commitments