1.⁠ ⁠Process Ownership & Governance

Own and oversee all processes related to the seller journey (onboarding, education, daily operations, support, performance management).

⁠Ensure consistency, clarity, and alignment of these processes across all functions.

Maintain comprehensive and up-to-date documentation for all seller-related processes and SOPs.

Enforce compliance with these processes across involved teams (product, support, BDMs, etc.).

2.⁠ ⁠Seller Advocacy & Process Improvement

• Actively participate in and influence all product and process changes that affect sellers.
• Act as the voice of the seller in internal discussions to ensure their needs are met.
• ⁠Identify process gaps, inefficiencies, and pain points in the seller experience and drive structured improvements.
• Coordinate cross-functional initiatives to enhance seller lifecycle (from acquisition to retention).

3.⁠ ⁠Communication & Enablement

• Serve as the gatekeeper for all outbound communication to sellers to ensure consistency, accuracy, and tone.
• Design and lead seller education programs, onboarding materials, and operational guides.
• Partner with product, support, and BDMs to ensure sellers receive timely, actionable, and coherent support and information.

4.⁠ ⁠Measurement & Performance

• Own and report on seller NPS and other key health metrics (e.g., SLA adherence, satisfaction, drop-off during onboarding, etc.).
• Establish feedback loops to collect and act on seller insights regularly.
• Support the Commercial team in driving assortment development by improving seller onboarding and engagement.

5. Inbound Seller Onboarding & Integration

• Monitor success rate/conversions on each step of the onboarding process
• Help potential sellers to pass friction points on each step of the funnel. This includes contacting the leads and providing consultations
• Perform steps in the onboarding process that are not automatic. (approval of documents, activation etc.)
• Provide assistance if necessary with choosing the method of work (FBS/FBO) and the optimal way of stock and price management (BBU, ftp, api)
• Setting up the integration or controlling set up of integration, if it is done by a separate resource
• Perform a test order or other control mechanism before the activation of sellers, and after successful pass – activation of sellers.

The Head of Seller Relations will be the central authority for all processes, standards, and communications related to sellers, accountable for both execution and continuous improvement.