Director of Operations, Marketplace

The Marketplace Operations team is responsible for the strategy and execution of our Marketplace operations, working closely with RedMart’s Fulfillment, Transport, and Technology teams to provide best in class service to our customers. It is also responsible to design, implement and track the performance of new projects to support the growth of the Marketplace business to enable RedMart to become the most convenient supermarket in Singapore. RedMart’s Marketplace business is the fastest growing business unit on RedMart and contributes over 90% of RedMart’s catalog. It supports a curated community of hundreds of independent sellers, providing them with an end-to-end platform to serve RedMart’s customers with a unique assortment in a seamless manner.  

As the Director of Marketplace Operations, you will relentlessly push the envelope in our journey to improve RedMart’s Marketplace customer experience. You will lead a team of Marketplace Operations and Special Projects managers and define, own, and deliver multiple initiatives to streamline and improve our operations and expand the business. The ideal candidate has a broad skill set including analytical horsepower, excellent business judgment, strategic conceptualization skills, strong negotiations skills, deep curiosity about how things work, and a passion for creating a world-class fulfillment experience for our customers, either through RedMart’s own network or thru third parties. The ideal candidate must be customer-obsessed and will have the leadership presence and communication skills to drive change. They must also demonstrate strong self-motivation and have proven experience in project/product management.

Roles & Responsibilities

• Lead the vision and implementation of Marketplace operations, and ensure smooth running of the day-to-day operations.
• Establish the right set of input goals to consistently improve our Marketplace customer’s delivery experience.
• Define an operating model to engage with key internal teams and partners, as well as 3PL partners where relevant.
• Employ data-driven decision making to drive performance.
• Manage, motivate and coach the Marketplace Operations team to develop optimal operations strategy and processes for first mile, fulfilment center, and last mile to achieve company wide targets on fulfillment rate and cost reduction; the Special Projects team to develop optimal business strategy for implementation of new projects to expand sales.
• Build trust and strong working relationships with RedMart Operations teams to ensure that Marketplace operations are executed in line with the prescribed SLAs.
• Oversee the hiring, training, evaluation and development of the Operations teams working on Marketplace including first mile drivers, transport coordinators, and supervisory staff.
• Determine and monitor KPIs and leading indicators for customer experience, operations and finance performance, and identify opportunities of improvement.
• Work cross functionally with Technology, Operations and Finance to deliver strategic projects allowing RedMart to offer the best customer experience.
• Work with Customer Service to understand underlying issues affecting customer satisfaction.
• Ensure that inventory losses for Marketplace items are minimised and any potential risks are mitigated well in advance of any material business impact.
• Build the infrastructure, capabilities, and reporting required to launch and scale a cross border Marketplace operation.
• Work with Acquisition, Seller Management and Merchandising teams to identify key projects that will drive the business forward.
• Set and review annual and quarterly targets for the teams; participate in longer-term business planning.

Required skills / qualifications:

The ideal candidate has superb business judgment with a desire to build and manage their own business. He/she must be able to work well in cross-functional teams to drive business goals.

• Bachelor's Degree
• 10+ years of experience in business management and/or program development
• 7+ years of strategic planning and ownership
• Strong analytical skills with an ability to anticipate, collect, and use relevant data
• Exceptional ability to solve problems and coordinate with across different stakeholders
• Able to innovate in issues related to process development and maintenance
• Must possess strong written and oral communication skills, and a practical, common sense approach to getting things done

Preferred attributes:

• Seasoned operator
• Outstanding interpersonal skills: decisive, action-oriented, and able to motivate, inspire, and lead cross-functional teams and business units
• Attention to detail, excellent organization skills, and ability to manage multiple projects and responsibilities
• Superb business judgment with a track record of successfully implementing projects driving growth and cost reduction
• Proven track record of continually advocating on behalf of your internal and external customers
• Ability to juggle sometimes-conflicting priorities in a highly demanding and often ambiguous environment
• Experience with quantitative analysis for decision making purposes
• Strong drive for results, with the ability to manage independently and take calculated risks
• Ability to succeed in a fast-paced, innovative, and rapidly evolving industry and business organization