Director - Marketplace Growth
Reward360 Global Services is India s premier Customer Engagement Solution provider. R360 powers a data-driven customer engagement ecosystem that enables the world s leading organizations to earn customer loyalty every day. For over 20 years, R360 s loyalty and reward platforms have driven ambitious loyalty programs for some of the world s biggest brands - including Standard Chartered Bank, American Express, HDFC Bank, ICICI Bank, and Axis Bank. We have 1000+ global retail partnerships and offer our clients reward programs, nuanced customer segmentation, data-centric campaigns, and big data analytics.
Our Technology, Alliances, Business, Product, and Operations teams collaborate to develop and execute highly successful loyalty programs in India. With over 2,000 retail alliances nationwide and access to over 10 million rewards globally, we possess a distinct advantage, positioning us as one of the most dynamic and rapidly expanding loyalty companies in Asia.
Over 300+ dedicated team members work in collaboration to create world-class loyalty products out of our Corporate Office and Operation Hubs.
Role Overview
We are looking for a dynamic and experienced leader to
build, launch, and scale our Marketplace Vertical
within the e-commerce ecosystem. This role requires a strategic thinker who can set up the marketplace foundation from scratch, onboard the right partners, drive revenue, optimise operations, and deliver a best-in-class commerce-like experience
for end customers. The ideal candidate will own the vertical end-to-end from strategy, product, and partner development to operations, customer experience, and P&L performance.
Key Responsibilities
1. Marketplace Vertical Setup
Define the marketplace vision, strategy, roadmap, and success metrics.
Build the operating model, processes, and governance frameworks.
Identify and onboard marketplace partners, sellers, brands, and service providers.
Work closely with Tech & Product teams to define marketplace platform requirements.
2. Business Growth & P&L Ownership
Own revenue, margins, assortment expansion, and profitability targets.
Build a scalable seller ecosystem across categories aligned with customer needs.
Drive category benchmarking, pricing strategy, deal constructs, and promotions.
Analyse performance, optimise catalogue, improve conversion and customer value.
3. Customer Experience Excellence
Ensure the marketplace delivers a
smooth, intuitive, and reliable shopping experience
. Improve delivery experience, returns management, and customer support workflows.
Drive seller SLAs, turnaround time, dispatch, fulfilment quality, compliance, etc
Identify customer pain points and introduce solutions that enhance end-to-end experience.
4. Operational Leadership
Set up processes for onboarding, quality control, fulfilment, returns, and reconciliation.
Collaborate with warehouse, logistics, finance, and vendor management teams.
Build dashboards and governance models for daily, weekly, and monthly reviews.
5. Cross-Functional Collaboration
Work closely with Product, Tech, Ops, Marketing, CX, and Finance teams.
Lead marketplace initiatives for launches, category expansions, promotions, and campaigns.
Drive automation, efficiency, and continuous improvement initiatives.
6. Team Building & Leadership
Build and lead a high-performing marketplace team from ground up.
Mentor and develop talent across category management, operations, and seller success.
Foster a culture of ownership, speed, customer obsession, and innovation.
Desired Skills & Experience
12-15 years of experience in
e-commerce, marketplace setup
Proven track record in launching and scaling marketplace or multi-seller platforms.
Strong understanding of marketplace operations, P&L management, logistics, and CX.
Excellent communication, stakeholder management, and decision-making skills.
Ability to work in a fast-paced, ambiguous, and entrepreneurial environment.
Data-driven mindset with experience in using dashboards, analytics, and insights.
