Head of Customer Experience

Head of Seller ExperienceIf you are interested in applying for this job, please make sure you meet the following requirements as listed below.OnBuy, Manchester, England, United KingdomCompany overview: OnBuy is an online marketplace on a mission to be the best choice for every customer, everywhere. Named one of the UK’s fastest‑growing tech companies in the Sunday Times 100 Tech list.About the RoleThe Head of Seller Experience owns the end‑to‑end seller journey and drives the commercial success of our seller base. You will define and deliver a strategy that makes it effortless and rewarding for sellers to onboard, trade, grow, and thrive on our marketplace.Under your leadership, you will work with product owners, cross‑functional partners, and data teams to design intuitive seller experiences, unlock trading performance, and ensure sellers maximise their success.Key ResponsibilitiesOwn the seller experience and growth strategy across onboarding, trading, performance, and solutions.Lead and coach product owners and seller experience teams, ensuring clarity of vision, prioritisation, and delivery.Champion data‑driven decision‑making, design thinking, and behavioural insights as core levers.Embed a culture of seller obsession and outcome‑focused execution.Take ownership of the end‑to‑end seller journey, removing friction at every lifecycle stage.Conduct journey mapping, research, and insight to create intuitive, scalable, trust‑building experiences.Translate seller insights into clear propositions, product direction, and delivery priorities.Partner with technology to ensure platform maturity, reliability, and continuous improvement.Drive seller lifecycle performance across activation, time to first sale, growth, retention, and satisfaction.Collaborate with BI to build dashboards tracking seller performance, GMV contribution, and marketplace dynamics.Identify opportunities in pricing, content, competitiveness, and assortment.Define and implement segmentation strategies to tailor support and experience to seller value and potential.Lead automation and AI workflows to enable scalable, proactive seller support and trading interventions.Build digital‑first seller management frameworks with targeted high‑touch engagement where it matters.Create and scale a voice of seller program with real‑time feedback loops and structured reporting.Convert insights into clear actions, backlog prioritisation, and product decisions.Deliver behavioural and journey level improvements through evidence‑based experimentation and test‑and‑learn approaches.Act as the strategic champion for sellers across leadership forums.Ensure alignment and coordination of initiatives across all business areas.Bring sharp narrative storytelling and data‑led influence to senior decision‑making environments.RequirementsProven experience shaping seller, merchant, or partner ecosystems in marketplaces or high‑growth eCommerce.Strong product, CX, and proposition thinking.Commercial and trading rigour, supported by data literacy and analytical capability.Experience driving automation and scalable service models.Deep empathy for sellers and passion for intuitive, empowering experiences.Ability to influence and inspire cross‑functional teams and senior leaders.High intellectual curiosity, problem‑solving capability, and outcome obsession.BenefitsSalary up to £90,000 per annum, depending on experience.Company equity.25 days annual leave + bank holidays.1 extra day off for your birthday.Employee Assistance Programme.Perks at Work benefit platform.Opportunities for career development and progression.Our CommitmentOnBuy is an equal‑opportunity employer. We are dedicated to creating a fair and transparent workforce, starting with a recruitment process that does not discriminate on the basis of gender, sexual orientation, marital or civil partnership status, pregnancy or maternity, gender reassignment, race, colour, nationality, ethnic or national origin, religion or belief, disability, or age.The role is based from either our Manchester or Bournemouth office, with 2‑3 days in the office.Seniority LevelMid‑Senior level.Employment TypeFull‑time. xpwpeyx Job FunctionSales and Business Development.#J-18808-Ljbffr