About the role
At LoveLocal, retailers are the heart of everything we do. As the Retailer Experience Lead, you will own the entire lifecycle of retailers on the platform from onboarding to activation, growth, and retention. This is a high-impact, cross-functional role where you'll work at the intersection of supply, product, and growth to ensure retailers not only join LoveLocal but also succeed and scale on it.
The core responsibilities for the job include the following:
Retailer Lifecycle Management:
- Drive high-quality onboarding of retailers across categories and geographies
- Lead resurrection initiatives to bring inactive retailers back to life
- Build structured lifecycle journeys (Onboarding Activation Growth Retention)
Serviceability and Coverage:
- Manage and optimize city/cluster coverage (Hex Management)
- Ensure the right retailers are mapped to the right demand zones
Conversion Optimization:
- Improve conversion through: Pricing competitiveness, Assortment depth and relevance.
- Identify gaps in catalog, pricing, and availability.
Retailer Economics:
- Own commission strategy and monetization levers.
- Balance growth vs. profitability at a retailer level.
User Experience (PQMI):
- Improve Product Quality, Merchant Interaction, and overall experience
- Reduce friction across ordering, fulfillment, and support
Cross-functional Execution:
- Work closely with: Product feature improvements, Supply availability gaps, Growth demand generation
Data Management:
- Should be able to analyse and make sense of large data sets
- Able to create / maintain dashboards as needed
- Should be able to deep dive into data to find RCA
Retailer Experience:
- Manage Retailer escalations.
- Drive Retailer engagement.
- Control Retailer churn.
What Success Looks Like (KPIs):
- Increase in active retailers %.
- Higher orders per retailer (OPR).
- Improved conversion rates.
- Strong retention and resurrection metrics.
- Better unit economics per retailer.
Requirements:
- 3-6 years experience in marketplaces, startups, retail, or field ops.
- Strong problem solver with data + execution mindset.
- Comfortable managing on-ground teams + strategy.
- Ability to think in systems, not just tasks.
- Hustler attitude: you get things done fast.
- Advanced Excel skills are non-negotiable.