Mass Account Management Lead - Marketplace

Mass Account Management Lead - Marketplace

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 a Mass Account Management Lead - Marketplace and you’ll be a big part of this.

Role

Purpose:

We’re looking for a Mass Account Management Lead - Marketplace to take ownership of our long‑tail merchant function. This role sits at the heart of enabling scalable, sustainable success across thousands of sellers—without relying on one‑to‑one engagement. This is a specialist, process‑led role designed to create the ecosystem, structure, and data frameworks our long‑tail Account Managers need to succeed. You’ll focus on automation, merchant enablement, and functionality—working closely with our merchant engagement team to ensure our merchants continue to grow on our platform.

With long‑tail merchants representing over 80% of our total merchant base, driving their success is essential to the long‑term health and scale of the B&Q Marketplace. You’ll also work to support merchants on mass by identifying and delivering sales opportunities at the right time and with the right tools to help them grow on B&Q. To achieve this, you will focus on volume communication channels and automation to drive engagement, rather than one‑to‑one service.

For example, leading group webinars, developing self‑serve training programs or briefing automated email flows via Salesforce. Growth drivers will include growing assortment, enhancing content quality, increasing product visibility, and sharing insight with merchants. Additionally, you will support your merchants in the escalation of operational or logical issues that impact customers. You should possess a passion for e‑commerce, and an ability to thrive in a fast‑paced and rapidly evolving environment.

You’ll also work closely with Category Managers, the Marketplace Growth Tools Manager, the Promotions Manager, Communications, and Group teams to ensure long‑tail merchants are supported in the right ways, at scale.

Permanent

Up to £75,000 + Pension + PMI + Share Save + 6.6 weeks holiday + Hybrid Working

• Own and lead the long tail Account Management function, delivering scalable growth strategies
• Achieve long tail KPIs (GMV, participation, churn, tool adoption)
• Develop and continuously improve the tools, processes, templates, and dashboards long‑tail Account Managers use to engage merchants
• Champion automation, influencing account management systems such as Salesforce, Mirakl, Webinars and BI tools to drive long tail merchant growth and retention in close partnership with the Merchant Engagement team
• Analyse performance data and growth metrics to identify opportunities, optimise processes, and measure impact
• Build structured growth journeys for merchants exiting Incubation, ensuring early traction and minimising churn
• Work with the Communications team to deliver timely, relevant messaging that keeps B&Q top of mind for our sellers
• Collaborate with the Marketplace Growth Tool Manager and Promotions Manager to ensure the needs of long‑tail merchants are prioritised and embedded into the design of new developments
• Influence the promotion and demotion of accounts between ‘managed’ and ‘unmanaged’, ensuring decisions align with input from CMs and KAMs
• Collaborate with Category Managers to ensure Account Manager support aligns with commercial priorities and category strategy

• Marketplace Merchant Engagement Lead
• Marketplace Category Managers
• Marketplace Growth Tool Manager
• Marketplace Promotions Manager
• Marketplace Onboarding & Incubation
• Marketplace Business Development (brand acquisition)
• Marketplace Merchant Experience (coms/ops excellence/merchant support)
• Group Platforms & Tools Teams (Salesforce, BI, Mirakl)
• Trading & commercial functions across the business

• At least 5 years’ experience in a marketplace environment, account management, e‑commerce trading or…