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.