Seller Support & Onboarder ES/IT - Decathlon Marketplace

Operational Excellence & Seller Support

• Oversee and ensure seamless execution of seller support procedures across Europe, managing both internal teams and external service providers (BPO).
• Act as an ambassador for Seller Experience excellence, driving continuous improvement in support quality.
• Monitor and analyze regional KPIs (e.g., Onboarding Lead Time, Ticket SLAs) to ensure internal and external teams consistently meet performance targets.

Quality Control & Process Improvement

• Conduct audits and quality control testing on outsourced processes to maintain high operational standards.
• Identify workflow gaps and inefficiencies, collaborating with stakeholders to design and implement optimized solutions.

Escalation Management

• Proactively manage ticket escalations from external partners to ensure swift and effective resolution.
• Provide guidance and mentorship to external teams to prevent recurring issues and enhance problem-solving capabilities.

Content Management & Seller Self-Service

• Maintain and update FAQ documentation to ensure accuracy and empower sellers through self-service solutions.
• Partner with content teams to expand knowledge bases based on recurring seller pain points and feedback.

Collaboration & Reporting

• Liaise closely with internal departments (Operations, Product, and Support) and external partners to maintain fluid cross-functional workflows.
• Prepare regular performance reports and process improvement insights for key stakeholders.
• Provide feedback loops to process management teams when new use cases arise without standard operating procedures (SOPs).
• Accurately report quality issues regarding external execution and provide documentation to drive corrective actions with the process management team.