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Head of Merchant Experience

3 months ago

Eastleigh, Hampshire, United Kingdom B&Q Full time

About the role

Head of Merchant Experience - Marketplace

Permanent Full Time

£90,000 + Car Allowance + Bonus + Pension + BUPA + ShareSave + 6.6 weeks holiday**
Home Based + 1-2 days a month in Southampton, Store Support Office
We believe anyone can improve their home to make life better.

From our Southampton Store Support office (SSO) we equip our stores, our people, and our whole business with everything it takes to help our millions of customers create a home they'll love.

Join us as the Head of Merchant Experience - Marketplace and you'll be a big part of this.

At B&Q we have a hybrid approach to working to increase flexibility in how we work. Speak to our recruitment team to find out more.

Key responsibilities


Reporting to the Director of Marketplace, you will ensure every single merchant receives an outstanding experience operating on B&Q marketplace.

You will build, manage and grow the Support, Training and Communications functions. You will oversee a team of 1x Merchant Engagement Lead and 1x Merchant Support Lead (2 in 2024).

Key responsibilities:

  • Define the strategy and build the operations to consistently deliver amazing experience to our marketplace merchants
  • Define the communication strategy and build the communication operations through an array of channels to keep our merchant informed and engaged.
  • Develop overall platform's strategy for merchant training across different mediums (online vs offline) and merchant segments (large, midsized, small etc.) in a scalable manner.
  • Build, manage, coach and scale a team of experts to ensure that every merchant, regardless of size, can capture the value of operating on B&Q.
  • Continuously use feedbacks from merchants to improve the operations and to prioritize and design the best solution for merchants, in a crossfunctional collaboration (Product, Marketing, Operations, Logistics)
  • Manage all forms of merchant communications to ensure merchants are uptodate with the latest policies and features.
  • Defining project workplan, roadmap, and key success criteria

Key Decision Rights:

  • Choice of partners/service providers for B&Q
  • Communication strategy and channels
  • Support resources sourcing and allocation
  • Quality KPIs and targets (in cooperation with relevant teams)

Required skills & experience

  • Exceptional leadership
  • Bias for action
  • 100% customer centric


 Innovative Thinking
  • Embraces and champions new ideas and encourages others to do likewise
  • Excellent digital culture & deep understanding of the marketplace business models.
  • Minimum of 3 years working experience in reputable fastpaced company, with experience working with merchants / distributors / communities / partners etc. would be a significant plus point

What's in it for me?
As well as a competitive salary, our benefits package includes an award-winning pension scheme, bonus, ShareSave options, 6.6 weeks holiday, payroll giving, an Employee Assistance Programme, shopping discounts, colleague wellbeing benefits and lots more


As part of a great team, you'll be supported to grow and encouraged to explore new career directions within the business and the wider group.

And, because you'll be inspiring great things for our customers and the whole business, you'll do work worth caring about.