WIDDOP and Co.
Marketplace Channel Manager
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Job Title: Marketplace Channel Manager
Department: Sales – Platform Sales
Reporting To: Head of National, Platform & Key Accounts
Role
The Platform Sales Manager is responsible for the day-to-day commercial and operational management of WIDDOP & Co.'s Platform Sales channel. The role is accountable for delivering sales growth, profitability, and exceptional customer service across all direct despatch and dropship national account retailers.
Reporting to the Head of National, Platform & Key Accounts, the Platform Sales Manager leads the Platform Sales function, ensuring that customer relationships are effectively managed, commercial opportunities are maximized, and operational excellence is maintained across the department.
The role has direct line management responsibility for the Platform Sales Administration Team, ensuring the department operates efficiently while delivering outstanding support to customers and internal stakeholders. Working collaboratively with Sales, Operations, Warehouse, Customer Service, IT, Product Management, Marketing, and Finance, the Platform Sales Manager ensures the Platform Sales channel continues to grow whilst maintaining the high service standards expected by WIDDOP & Co.'s retail partners.
Key Responsibilities
Commercial Management
- Deliver the Platform Sales strategy in line with departmental and company objectives.
- Manage the day-to-day commercial performance of all direct despatch and dropship national account retailers.
- Achieve agreed sales, margin, and profitability targets.
- Identify opportunities to grow existing customer accounts through product range expansion, promotional activity, and seasonal trading.
- Support the acquisition and implementation of new Platform Sales customers.
- Conduct regular trading reviews with customers, identifying opportunities and resolving commercial challenges.
- Monitor customer performance, market trends, and competitor activity.
- Work with the Head of National, Platform & Key Accounts to develop annual account plans and growth strategies.
Account Management
- Build strong, long-term relationships with key customer contacts.
- Act as the primary commercial contact for Platform Sales customers.
- Ensure customers receive an exceptional level of service.
- Oversee successful onboarding of new retailer accounts.
- Manage customer expectations regarding stock availability, service levels, and fulfillment.
- Resolve escalated customer issues efficiently and professionally.
- Ensure all retailer requirements and service level agreements are consistently met.
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Team Leadership
- Lead, motivate, and develop the Platform Sales Administration Team.
- Manage the daily workload and priorities of the department.
- Conduct regular one-to-one meetings and performance reviews.
- Coach team members to improve knowledge, capability, and performance.
- Identify training and development opportunities.
- Foster a culture of accountability, teamwork, and continuous improvement.
- Ensure departmental procedures are documented and consistently followed.
Operational Management
- Oversee the daily operation of the Platform Sales department.
- Ensure customer orders are processed accurately and efficiently.
- Monitor order fulfillment performance and service levels.
- Work closely with Warehouse and Logistics teams to ensure customer expectations are achieved.
- Collaborate with IT to improve system functionality, retailer integrations, and process automation.
- Oversee retailer product feeds and data accuracy.
- Ensure smooth implementation of new customers, product ranges, and operational processes.
- Continuously review departmental processes to improve efficiency and customer experience.
Reporting & Performance Management
- Produce regular sales and performance reports.
- Analyse customer sales, profitability, and product performance.
- Monitor departmental KPIs and implement corrective actions where required.
- Forecast sales performance and identify commercial opportunities.
- Provide regular updates to the Head of National, Platform & Key Accounts.
- Recommend process improvements that enhance customer satisfaction and operational efficiency.
Key Performance Indicators (KPIs)
Commercial
- Achievement of sales targets
- Gross margin performance
- Platform Sales revenue growth
- Customer retention and account growth
- New product penetration
- Promotional performance
Operational
- Order accuracy
- Order turnaround times
- Retailer service level achievement
- Customer satisfaction
- Product data accuracy
- Successful implementation of new customers
Leadership
- Team performance
- Employee engagement
- Achievement of departmental objectives
- Continuous improvement initiatives
- Internal stakeholder feedback
Skills & Experience
Essential
- Proven experience managing national account retailers.
- Experience within a commercial sales or account management environment.
- Experience leading and developing a customer service, sales support, or administration team.
- Strong commercial awareness with the ability to identify growth opportunities.
- Excellent negotiation and relationship management skills.
- Strong organizational and project management abilities.
- Excellent communication and presentation skills.
- Advanced Microsoft Office skills, particularly Excel.
- Ability to analyse sales data and produce meaningful reports.
- Experience working collaboratively across multiple departments.
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Desirable
- Experience within the giftware, homewares, wholesale, or FMCG sectors.
- Knowledge of direct despatch and dropship retail models.
- Experience working with EDI, retailer integrations, and product data feeds.
- Experience using ERP, CRM, and order management systems.
- Understanding of ecommerce and online retail operations.
Personal Attributes
- Commercially focused with a customer-first mindset.
- Strong people leader who motivates and develops others.
- Excellent communicator with strong interpersonal skills.
- Highly organized with excellent attention to detail.
- Proactive and solutions focused.
- Resilient and adaptable in a fast-paced environment.
- Strong decision-maker with the ability to prioritize effectively.
- Collaborative and supportive across all departments.
- Committed to delivering continuous improvement and operational excellence.
Success Measures
Success in this role will be demonstrated by:
- Consistent delivery of Platform Sales revenue and margin targets.
- Growth of existing retailer partnerships.
- Successful onboarding of new direct despatch customers.
- High levels of retailer satisfaction and service performance.
- Efficient and well-managed departmental operations.
- A motivated, engaged, and high-performing Platform Sales Administration Team.
- Strong collaboration with internal departments to improve customer experience and operational efficiency.
- Continuous identification and implementation of process improvements that support sustainable growth.
The Platform Sales Manager plays a pivotal role in ensuring that WIDDOP & Co.'s Platform Sales channel continues to grow profitably while delivering an outstanding experience for both customers and colleagues. Through strong commercial leadership, effective people management, and operational excellence, the role supports the wider objectives of the National Sales function and contributes significantly to the company's long-term success.
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