Head of Marketplace Operational Excellence

At Skroutz, our mission is simple: we aim to amaze. From our humble beginnings back in 2005, we believe that happy customers equal happy merchants and it's our job to understand and anticipate their needs and offer them an unparalleled, doubt-free experience. 

Our vision is clear: we aspire to simplify shopping, creating a trusted platform where millions discover and fulfill their online shopping needs easily and safely.

Whether you're looking for a new smartphone, restocking your pantry with essentials, seeking the perfect outfit for an upcoming event, or simply hunting for that collectible gaming console, Skroutz is your trusted partner for seamless shopping experiences.

And our ambitions extend far beyond Greece's borders. We're on a trajectory to become one of Europe's fastest-growing Marketplaces, with exciting expansions already underway in Cyprus and the Balkans. Our commitment to customer satisfaction remains paramount, guiding every decision we make.

To achieve our vision, we seek individuals who share our passion for e-commerce and technology. If you're driven by the desire to create extraordinary shopping moments for our users, as well as help sellers all around the world grow their businesses, then we want you on our team.

Join us at Skroutz and be part of a journey that's reshaping the way we shop online. Together, let's turn everyday moments into remarkable experiences.

Ready for the challenge?

#AimToAmaze #Skroutz20

How will you contribute to Skroutz's vision?

As we scale internationally, we're looking for an exceptional Head of Marketplace Operational Excellence to lead strategic projects and enhance the customer and merchant experience.

As Head of Marketplace Operational Excellence, you'll drive efficiency across our fulfillment and post-delivery processes, playing a crucial role in scaling our rapidly growing marketplace. You will lead a talented team, drive strategic initiatives, optimize reliability, and create outstanding experiences for millions of users and merchants.

If you're passionate about shaping operational excellence and creating unforgettable shopping experiences, we'd love to hear from you

What You Will Be Doing

• Lead the design and execution of strategies to deliver a seamless, reliable post-order customer experience.
• Drive innovation in fulfillment, including our market-leading services:
  • Express Delivery (thousands of merchants onboarded)
  • Fulfilled by Skroutz (first-of-its-kind integrated logistics solution in Greece)
  • Skroutz Points (Highest density network of delivery lockers)
  • Merchant recognition and compliance programs (Merchant Fulfillment framework)
• Set and achieve operational KPIs; proactively address issues to maintain high reliability.
• Collaborate cross-functionally to refine policies aligned with Skroutz's user-centric approach.
• Develop and empower a high-performing operational team.

What Makes an 'Awesome' Head of Marketplace Operational Excellence

• Strategic thinker capable of deep-diving into operational challenges
• A bold leader who motivates teams and thrives in dynamic environments
• Ownership-driven with a passion for continuous improvement
• Resourceful, efficient, and energized by solving complex problems
• Exceptional collaborator, communicator, and stakeholder manager

What Success Looks Like in Your First 6-12 Months

• Enhance reliability and user satisfaction through optimized processes and defect elimination.
• Develop scalable frameworks and policies that foster merchant success
• Strengthen after sales services infrastructure and policies, positioning Skroutz as the leading e-commerce solution in the region
• Develop your team, driving engagement and ownership

Requirements

What you bring

• 7+ years experience in operations, consulting, or related fields, with at least 3 years in leadership roles
• Proven success managing complex projects and large partner networks
• Strong analytical, problem-solving, and strategic planning capabilities
• Experience in fast-paced, high-growth environments, ideally within e-commerce or logistics
• Familiarity with Lean Operations or similar methodologies (a plus)

Benefits

What's it like to work at Skroutz?

• A great opportunity to contribute to the evolution of Skroutz towards becoming one of Europe's fastest growing Marketplaces
• Thrive in an environment that champions ambitious goals, empowers autonomy, fosters mentoring, and unlocks exciting opportunities for both personal and business growth
• Competitive full-time salary
• Ongoing training and development
• Access to books, online courses, and relevant resources
• Top of the Line tools and equipment
• Private Medical Plan
• Hybrid Working
• Free gym membership at Golden Gym in Athens, plus OAKA cross training & running courses, Padel and online yoga
• For all New Skroutz Fathers we offer 30 working days paternity leave (1,5 months in total)
• Monthly childcare allowance for all Skroutz Parents
• Free Skroutz Plus subscription