Director Dropship, Marketplace & Post Purchase Support

About Lowes

Lowes Companies, Inc. (NYSE: LOW) is a FORTUNE 50 home improvement company serving approximately 16 million customer transactions a week in the United States. With total fiscal year 2023 sales of more than $86 billion, Lowes operates over 1,700 home improvement stores and employs approximately 300,000 associates. Based in Bengaluru, Lowes India develops innovative technology products and solutions and delivers business capabilities to provide the best omnichannel experience for Lowes customers. Lowes India employs over 4,200 associates across technology, analytics, merchandising, supply chain, marketing, finance and accounting, product management and shared services. Lowes India actively supports the communities it serves through programs focused on skill-building, sustainability and safe homes. For more information, visit, www.lowes.co.in.

About the Team

The Digital Commerce team at Lowes India is an extension to the core Digital Commerce function at Lowes Headquarters in Mooresville. The team in India focuses on multiple areas such as Digital Category Experience, Digital Commerce Support, Brand Advocates, Dropship modernization, Customer Engagement, Category performance analytics, Site Operations and Omnichannel Product Content. This team partners closely with the team in the US to optimize and grow Lowes Digital Commerce business.

Job Summary

• The Director Drop Ship, Marketplace & Post Purchase Support in Lowes India will lead teams across Digital Commerce: Marketplace onboarding and Operations, Dropship operations and experience, Digital Commerce Support, Digital Chat Operations etc.
• This role will functionally focus on providing onboarding and operational support to 3P sellers onboarding onto the Lowes Marketplace and setting a high bar for Seller experience post onboarding.
• He/She will define goals and processes to contribute towards key seller support priorities for Lowes 3P Business, partner with Tech and Product teams to improve seller experience, identify value enabling opportunities and partner with Digital Commerce and Merchandising leadership in India and the U.S. to ensure the accomplishment of goals and deliverables.
• In addition, He/She will also have other Post purchase teams such as Digital Commerce Support, Digital Chat Operations, everywhere Commerce, Dropship modernization etc. rolling up to them. He/She is responsible for developing efficient processes, identifying the best tools/technology available within and outside the Organization and implementing best practices to maximize team quality and productivity for improving seller satisfaction.
• As a people leader, the Director will be accountable for hiring and developing talent within the team to continuously raise the talent bar. This position will train, coach, guide and develop the team to meet current and future needs of Lowes and its customers.

Roles & Responsibilities

Core Responsibilities

• Drives the development and realization of projects in support of the overall Marketplace strategy and goals.
• Leads, drives, and manages the Marketplace, Dropship and Post Purchase Support teams at Lowes India by delivering results that support Lowes Digital Business and Enterprise priorities.
• Partners with Merchandising, Item and Product teams to build a best-in-class Seller support experience.
• Obtains, organizes, and aligns resources to complete multiple business objectives focused on the organizations strategy.
• Orchestrates the operating model in partnership with the US team to ensure all deliverables are executed on time, on brand and on budget with a critical focus on alignment towards strategic priorities for Digital Commerce.
• Partners with Vice Presidents, Sr Directors, and Directors in the U.S. to determine right opportunities for Lowes India and partner with them to tag the right work to the right location.
  
• Stays current with industry trends related to E-commerce and focuses on how these trends can influence and support functional strategy.
• Solves complex problems using multiple problem-solving tools and techniques to generate fact-based solutions, delegating tactical problems to managers, as needed.
• Provides the team a direct line-of-sight as to how they impact the business, translating strategy from leadership and communicates daily business requirements.
• Provides effective and consistent leadership to each direct report, which includes clear communication of goals and objectives as well as responsibilities and expectations. Develops team by helping them set the appropriate priorities and removing barriers.

Years of Experience

12+ years of total experience

6+ years of leadership and people management experience

4+ years of experience in E-commerce/ Digital Commerce industry

Experience in working with US-based companies (preferred)

Experience in leading 3P Seller Support, Seller Experience and/or Dropship teams (preferred)

Education Qualification & Certifications (optional)

Graduate (in any discipline)

MBA or equivalent business degree from a Tier 1 institution (preferred)

Skill Set Required

Primary Skills (must have)

• Must have an excellent understanding of eCommerce/ merchandising.
• Strong Digital Acumen should demonstrate end-to-end understanding of user experience from customer and seller perspectives.
• Demonstrated ability to influence at multiple levels of the organization.

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• Demonstrated ability to drive results and use data to inform strategy as well as measure impact.
• Strong analytical skills and high ability to work with data for analytics, measurement, and reporting.
• Excellent verbal, written and technical communication skills enabling presentation of concepts and ideas.
• Excellent ability to manage team resources, priorities, and time to delivery on tight timelines.

Secondary Skills (Desired)

Has knowledge of 3P Marketplace operations and/or Dropship Operations.

Has worked in a role focused on improving Seller Experience, Marketplace onboarding and Seller Support.

Competencies

Assess & Develop Talent - Evaluating and developing people to effectively manage performance, fill talent gaps and help meet both personal and organizational goals. (Leadership Behavior)

Be Adaptable - Adapting approach and demeanor in real time to match the shifting demands of different situations.

Build Relationships - Effectively building formal and informal relationships inside and outside the organization.

Champion Lowes Mission - Painting a compelling picture of the Lowes mission that inspires others to action. (Leadership Behavior)

Communicate Effectively - Developing and delivering communications that convey a clear understanding of the unique needs of different audiences.

Convey Business Insight - Applying knowledge of the business and the marketplace to advance the organizations goals.

Demonstrate Organizational Insight - Maneuvering comfortably through complex policy, process, and people-related organizational dynamics.

Direct Work - Providing direction, delegating, and removing obstacles to get work done.

Drive Engagement - Creating a climate where associates feel valued and motivated to do their best to help Lowes achieve its objectives. (Leadership Behavior)

Ensure Accountability - Holding self and others accountable to meet commitments.

Innovate - Creating new and better ways to achieve goals and be successful.

Make Quality Decisions - Making good and timely decisions that keep work and the organization moving forward.

Show Resilience - Rebounding from setbacks and adversity when facing difficult situations.

Think Strategically - Seeing ahead to future possibilities and translating them into breakthrough strategies.