Senior Onboarding Lead - Marketplace
Catch.com.au, Australia
Job Description
Who are Catch?
Back in 2006, Catch set out to shake up Australia’s online retail landscape. We’ve come a long way since!
We’re not just one of the country’s top eCommerce players, with a proven track record of growth, an award-winning digital platform and second to none customer experience offering. Behind the scenes, we’re a world-class team of creatives, strategists, developers and innovators, and we’re on the hunt for like-minded people to jump on board.
We don’t play by the rules. We push boundaries. We think big. We stay curious and driven. Together, we embrace challenges and learn new things. All this, for one purpose: to provide our customers with an amazing online shopping experience, every day.
And we’re just getting started
What you'll be doing
In 2017, Catch launched the Marketplace platform. Marketplace allows our valued Catch customers to discover a huge range of brands, awesome technologies, outdoor products and everything else under the sun. Whatever you’re looking for, you’ll find it on Marketplace.
We are looking for a Senior Onboarding Lead to join the Marketplace Operations team based in Bentleigh East. Reporting to the Onboarding Program Manager, you’ll be responsible for interacting directly with sellers, collecting required information and conducting relevant verifications. You’ll play a critical part in addressing gaps and opportunities and making Catch Marketplace a safe, trusted platform for sellers and customers.
What does a normal day in the life of a Senior Onboarding Lead at Catch look like?
Well no two days at Catch are alike, but you could probably expect your typical day to include some of the following things:
- Provide direct support to priority Catch Sellers, as part of their registration and onboarding process onto the Catch Marketplace
- Serving as an escalation point for the Catch team to assist and collaborate with Sellers to resolve any technical issues or concerns
- Manage the onboarding process for sellers and provide technical guidance
- Track seller activities and onboarding pipelines in the CRM system, including updates for all seller interaction
- Analyse seller performance data to offer data driven insights and at the same time, use those highlights to improve seller onboarding performance
- Troubleshoot bugs on the platform, data uploads and errors and general seller issues during the onboarding process
- Work alongside the sales team to ensure successful and efficient seller launches
- Create internal documentation and provide knowledge sharing presentations to onboarding team members
- Work with onboarding team to improve current process to be more efficient and reduce the time Sellers are in the onboarding phase
- Collaborate with the marketplace team to communicate common seller issues and trends observed during the onboarding process
Requirements
- At least 2 years experience in onboarding services in ecommerce and/or retail
- Experience onboarding key accounts and the ability to understand their challenges
- Able to diagnose and solve customer service problems
- Initiative to bring forward ideas, opportunities and new ways of working
- Strong communications skills both verbal and written
- Able to proactively troubleshoot and resolve issues through the proper escalation process
- Strong data analysis skills and able to identify insights to assess seller/sales performance
- Advanced proficiency in Microsoft Excel
- Intermediate to advanced knowledge of HTML
- Experience with Salesforce or Mirakl is advantageous
Benefits
Join our team of Catchies
There has never been a more exciting time to join the Catch Team!!
Our people are at the heart of everything we stand for and will go above and beyond for our customers To be the trusted place where Australian’s start their shopping journey
We know that Drive and Passion are hard to generate when we are not feeling valued or having fun, so we make sure our Catchies are well looked after!
Working at Catch, you’ll experience:
- An organisation that is experiencing incredible growth
- Support and collaboration, not just with their immediate team, but with the broader organisation as well!
- Innovation / Hack days to get your creative flare on
- An organisation that can flex, and truly supports work life balance
- Community Care Programs Supporting 1 charity per calendar month
- Unbelievable employee benefits like Club Catch, Kmart discount card, discounted gym membership, on-site parking, in house learning and development, monthly lunches, parental leave programs plus loads more
At Catc