Head of Supply Chain & CX Marketplace

ADEO; Madrid; Hybrid; EUR 150,000 - 210,000; Full time

Benefits offered by this job

Hybrid work policy

Quarterly bonuses

Employee stock ownership programs

Tailored training programs

Mobility perks

Job summary

ADEO is a global group of home improvement brands shaping the future of omnichannel retail. The role heads Marketplace Supply Chain & CX and AMS Co-Lead, steering end-to-end customer experience across ADEO marketplaces.

Leading a team of 11 specialists, you will define the CX roadmap, manage 3PL partnerships and carrier interactions, and unify operations across six countries to boost delivery performance and customer satisfaction.

Qualifications

• 9+ years of experience in e-commerce, marketplaces, retail, or consulting.
• Proven cross-functional project management across international teams.
• Experience in team leadership and talent development.

Responsibilities

• Own the end-to-end customer journey across ADEO marketplaces.
• Define and execute Marketplace Supply Chain strategy with in-house and 3PL partners.
• Build seamless after-sales and Customer Care across 1P and 3P services.
• Lead seller adoption and develop compelling logistics services for 3P sellers.
• Lead and mentor a team of 11 specialists and align with international BUs.

Skills

Operational E-commerce Supply Chain

Data-driven Problem Solving

Digital & Web CX Understanding

English proficiency

Job description

ADEO is an international community of companies (Leroy Merlin, Weldom, Tecnomat...) of 115,000 leaders with a shared goal: being useful to the inhabitants of the world. Based at our group headquarters, our mission is to support our brands worldwide. In a transforming retail sector, our ambition is to reinvent our usefulness to inhabitants and tackle the challenge of building the global platform for home improvement and living.

The Omnicommerce Department aims to deliver the best omnichannel experience to our customers. To achieve this, our teams work closely with Digital and Data teams to develop optimal digital solutions tailored to the needs of our customers and colleagues.

Launched in 2020, Adeo Marketplace Services is a global entity dedicated to developing marketplaces across Adeo's brands and countries, providing customers with an expanded product range through a top-tier specialist omnichannel experience. Over the course of six years, we have successfully launched six Leroy Merlin marketplaces across Europe.

Operating as a true centre of digital and data excellence, the Adeo Marketplace Services team combines an entrepreneurial mindset and rigorous standards, enabling the marketplace to establish itself among market leaders and drive rapid growth.

As Head of Marketplace Supply Chain & CX and AMS Co-Lead, you will join the Global Marketplace Executive Committee (AMS ExCo). You are responsible for shaping and delivering the end-to-end customer journey and experience across all ADEO marketplaces.

Your Core Philosophy: Start with the Customer. This role goes far beyond traditional Supply Chain management. You start with what customers truly expect and where their pain points lie, define the ideal customer journey, and then build the required Supply Chain, Customer Care, and digital experience to deliver it.

You will drive the mission across 4 core pillars:

• Customer Experience & Strategy (Web CX & NPS): Own the 3P Marketplace Net Promoter Score (NPS) and leverage customer insights, cart abandonment rates, and contact data to identify root causes. Build the short-, medium-, and long-term CX roadmap while continuously optimizing the online customer journey and conversion funnel.
• Supply Chain & Delivery: Define and execute the Marketplace Supply Chain strategy to boost delivery performance and customer satisfaction. Lead fulfillment models (in-house operations and 3PL partnerships) and develop multi-channel delivery solutions together with carriers and internal partners.
• Customer Support & After-Sales: Build a seamless after-sales and Customer Care experience across both 1P (direct) and 3P (third-party) services, using customer feedback and incident data to continuously refine the journey.
• Seller Adoption & Commercial Development: Develop compelling logistics services and solutions tailored to 3P sellers. As marketplace sellers cannot be managed through direct control, you will apply a strong commercial mindset : understanding their needs and constraints, building a solid value proposition, and convincing them to adopt new capabilities.
• Team Leadership: Lead, mentor, and grow a team of 11 specialists (Program Leads, Project Managers, and Account Managers).
• Cross-BU & International Alignment: Work in close partnership with operational teams across our 6 operating countries (France, Italy, Spain, Portugal, Poland, Romania) as well as global Omnicommerce, Supply Chain, Customer Care, and Platform Product & Tech teams.
• External Partnerships: Build and manage strategic relationships with external partners, including carriers and third-party logistics providers (3PLs).

Experience & Background:

• 9+ years of experience in pure-play e-commerce, scale-ups, marketplaces, retail, or management consulting.
• Proven track record in project management involving complex, cross-functional, and international teams.
• Demonstrated experience in team leadership and talent development.

Hard Skills:

• Operational E-commerce Supply Chain Expertise: strong background in logistics, transportation, carrier management, and 3P fulfillment models.
• Data-driven Problem Solving: ability to convert operational data (delivery incidents, contact drivers, cart abandonment, NPS metrics) into root-cause analysis and concrete action plans.
• Digital & Web CX Understanding: solid understanding of online customer journeys and delivery promise optimization.
• Language: full professional proficiency in English (daily international working environment).

Soft Skills:

• Customer & Seller Empathy: ability to design operations starting from customer needs and step into 3P sellers' shoes to drive adoption of logistics services.
• Influencing Leadership: proven ability to persuade, align, and engage internal stakeholders (local BUs) and external partners without direct hierarchical authority.
• Strategic Vision & Operational Execution: capacity to shape a long-term strategic vision while remaining pragmatically hands-on.
• Autonomy & Adaptability: initiative-driven mindset with the ability to navigate highly interdependent international environments.

As an ADEO Services team member, you will enjoy:

• A stimulating work environment encouraging initiative and entrepreneurship
• Tailored training programs to continuously develop your skills
• Career progression and internal mobility opportunities across an international group
• Quarterly collective bonuses and employee stock ownership programs
• A flexible hybrid work policy
• Sustainable mobility perks: financial contribution for bike/scooter purchases and carpooling incentives

*ADEO is committed to diversity and inclusion, with dedicated agreements and policies to support individuals with disabilities, including workplace adjustments.

*Ready to build tomorrow's home platform?