Role Objectives:
The Key Account Manager – 3P & Marketplace is responsible for driving the success, growth, and operational performance of high-value third-party partners on the platform. This role focuses on optimizing merchant performance through data-driven strategies, enhancing revenue, and ensuring operational excellence across the Q-commerce marketplace. By building strong relationships, aligning cross-functional initiatives, and proactively solving business challenges, the Key Account Manager plays a critical role in scaling marketplace operations, maximizing partner satisfaction, and delivering a superior customer experience.
Roles & Responsibilities:
1. Partner Management & Growth Strategy
Manage a portfolio of high value 3P & Marketplace partners, ensuring their success, growth, and operational excellence.
Develop and execute data-driven strategies to increase merchant sales, profitability, and customer satisfaction.
Identify revenue growth opportunities, including pricing optimization, promotional activities, and assortment expansion.
Work closely with the Merchant Acquisition & Sales teams to ensure a seamless onboarding and activation process for new partners.
2. Performance Optimization & Operational Excellence
Monitor and analyze partner performance metrics (sales, fulfillment rate, on-time delivery, customer satisfaction, etc.), ensuring compliance with Service Level Agreements (SLAs).
Work with merchants to improve product availability, optimize pricing strategies, and enhance order fulfillment efficiency.
Identify operational bottlenecks and collaborate with Logistics, CX, and Product teams to implement solutions.
Ensure merchants adhere to platform policies and drive continuous improvement initiatives to enhance overall performance.
3. Relationship Management & Stakeholder Engagement
Act as the primary point of contact for assigned partners, building strong relationships to foster long-term collaboration.
Conduct regular business reviews with partners, providing actionable insights and recommendations for performance improvement.
Negotiate and manage contract terms, incentives, and revenue-sharing models to drive mutual business growth.
Drive merchant education and training programs, ensuring partners leverage platform tools and best practice effectively.
4. Collaboration & Cross-Functional Alignment
Work closely with Marketing teams to design and implement merchant-specific promotions and campaigns.
Partner with Product & Tech teams to improve platform features and partner-facing tools.
Align with Finance and Commercial teams on incentive structures, discount programs, and partner profitability models.
Collaborate with Customer Support teams to ensure seamless post-order experience and quick resolution of merchant issues.
REQUIRED EDUCATION, KNOWLEDGE, AND SKILLS
4+ years of experience in Key Account Management, Business Development, or Marketplace Operations within Q-commerce, E-commerce, or FMCG industries.
Strong experience in managing marketplace sellers, distributors, or 3P merchants, with a focus on growth and operational efficiency.
Strong analytical and problem-solving skills, with the ability to interpret data and drive strategic decisions.
Proficiency in Excel, Google Sheets, and dashboarding tools (e.g., Power BI, Tableau, Looker).
Ability to work cross-functionally and collaborate with Sales, Operations, Marketing, and Tech teams.
Excellent relationship management and negotiation skills, with a customer-centric mindset.
Results-driven and detail-oriented, with the ability to manage multiple partners and projects simultaneously.
Entrepreneurial mindset with a passion for scaling marketplace businesses in a fast-paced environment.