Seller Experience Manager

Ritchie Bros.; Mississauga; On-site; CAD 90,000 - 130,000; Full time

Benefits offered by this job

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Job summary

Ritchie Bros. Auctioneers, Inc. in Mississauga, Ontario, seeks a Manager, Seller Experience to lead a team of Seller Experience Specialists and drive the strategy for delivering exceptional seller service. This leader will partner with Sales and Operations to align initiatives with revenue growth and corporate priorities.

The role requires 5+ years in customer experience or related fields, 2+ years of supervisory experience, and strong data-driven decision making. Travel up to 20% is expected.

Qualifications

• Bachelor’s degree in business, marketing, or related field; or equivalent experience.
• 5+ years in customer experience, customer success, or sales enablement.
• 2+ years in supervisory or team-lead roles.
• Proven ability to lead multi-level teams and drive strategic initiatives.
• Strong process optimization with data-driven decision making.

Responsibilities

• Set Seller Experience Strategy to support business objectives and market growth.
• Lead and develop a team of Seller Experience Specialists with clear goals and accountability.
• Drive cross-functional alignment with Sales, Operations, Finance, Marketing, and Data teams.
• Own the end-to-end Seller Experience program and oversee critical projects for efficiency and seller satisfaction.
• Monitor KPIs (NPS, SLA compliance, engagement) and translate insights into improvements.

Skills

Leadership

Stakeholder alignment

Process optimization

Data-driven decisions

Cross-functional collaboration

Analytical thinking

Customer obsession

Education

Bachelor's degree in business or related field

Tools

Salesforce

Job description

About Us

RB Global (NYSE: RBA)

RB Global (NYSE: RBA) (TSX: RBA) is a leading, omnichannel marketplace that provides value-added insights, services and transaction solutions for buyers and sellers of commercial assets and vehicles worldwide. Through its auction sites in 13 countries and digital platform, RB Global serves customers in more than 170 countries across a variety of asset classes, including automotive, commercial transportation, construction, government surplus, lifting and material handling, energy, mining and agriculture.

The company’s marketplace brands include Ritchie Bros., the world’s largest auctioneer of commercial assets and vehicles offering online bidding, and IAA, a leading global digital marketplace connecting vehicle buyers and sellers. RB Global’s portfolio of brands also includes Rouse Services, which provides a complete end-to-end asset management, data-driven intelligence and performance benchmarking system; SmartEquip, an innovative technology platform that supports customers’ management of the equipment lifecycle and integrates parts procurement with both OEMs and dealers; Xcira, a leader in live simulcast auction technologies; and Veritread, an online marketplace for heavy haul transport.

Job Description

The Manager, Seller Experience drives the vision and execution of the seller experience strategy, providing people leadership, strategic program ownership, and hands‑on operational leadership for a team of Seller Experience Specialists.

This role ensures every seller receives exceptional service through clarity, courtesy, consistency and all in service keys, champions process improvements, drives cross‑functional alignment, and acts as the escalation point for complex issues. The Manager, Seller Experience partners with Sales leadership to position seller experience as a market differentiator, aligning initiatives with revenue growth and organizational priorities.

This role operates as a people leader with strategic ownership of the seller experience program, translating vision into day‑to‑day execution across the team.

Responsibilities

Set Seller Experience Strategy

Define and execute the seller experience strategy to support business objectives and market growth, influencing senior stakeholders and aligning cross‑functional priorities to deliver unified, best‑in‑class experience within the assigned region.

Lead and Develop the Team

Recruit, coach, and develop a team of Seller Experience Specialists, fostering a culture of accountability, innovation, excellence, and seller obsession; set clear goals, manage performance, and coach future leaders.

Drive Cross‑Functional Alignment

Partner with Sales, Operations, Finance, Marketing, and Data teams to integrate seller experience into broader company initiatives, acting as the voice of the seller in high‑level strategic planning and decision‑making.

Own The Seller Experience Program

Supervise end‑to‑end seller journey processes for accuracy, timeliness, and compliance; oversee complex projects that improve operational efficiency and seller satisfaction, and identify scalable systems, workflow improvements, and technology solutions that reduce friction and administrative burden.

Monitor Performance & Drive Insights

Monitor KPIs (NPS, SLA compliance, engagement metrics) to measure success, translate insights into actionable improvements, and report progress to senior leadership.

Manage Risk & Resolve Escalations

Anticipate challenges, resolve escalations quickly, and maintain trust throughout the specialist and seller journey.

Qualifications

Required Experience

• Bachelor’s degree in business, marketing, or a related field, or equivalent experience required
• 5+ years of experience in customer experience, customer success or sales enablement roles
• 2+ years in supervisory or team lead experience
• Proven ability to lead multi‑level teams, manage change, and think strategically at a senior‑leadership level
• Strong process optimization skills, with data‑driven decision‑making and analytical expertise
• Ability to influence across functions and build alignment with senior stakeholders
• Experience with CRM platforms (Salesforce)
• 10-20% travel required for team, stakeholder, and site engagements

Core Competencies

• Customer Obsessed
• Strategic Leadership
• Team Leadership & Coaching
• Cross‑Functional Influence
• Process Optimization
• Data-Driven Decision Making
• Standard office environment, with regular collaboration across in‑market and remote team members
• Non-physical in nature involving periods of sitting or standing