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.

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