Job Title: App Operations Specialist (Merchants & Manufacturers)

Department: Operations

Role Overview

• The App Operations Specialist (Merchants & Manufacturers) is responsible for managing and supporting the onboarding, activation, and ongoing engagement of merchants and manufacturers on the MSC platform. This role focuses on ensuring supply-side partners are properly set up, actively listing products, participating in promotions, and consistently fulfilling orders to support overall platform growth.

Merchant & Manufacturer Onboarding

• Support onboarding of new merchants and manufacturers onto the MSC platform.
• Ensure accurate setup of profiles, product listings, pricing, and availability.
• Audit process of product uploads for merchants and manufacturers.
• Guide partners through platform tools and operational requirements.

Activation & Engagement

• Drive activation of newly onboarded merchants and manufacturers.
• Encourage timely product uploads, updates, and participation in platform activities.
• Monitor inactivity and follow up to re-engage dormant partners.

Promotions & Commercial Operations

• Coordinate manufacturer-led promotions, discounts, and campaigns.
• Ensure promotional rules, pricing, and timelines are correctly implemented.
• Support visibility of promoted products across the app and website.

Supply Performance Monitoring

• Track key metrics such as product availability, order fulfillment, and response times.
• Identify operational issues affecting supply reliability or performance.
• Escalate delays, stock issues, or quality concerns to the operations team.

Platform Content & Accuracy

• Ensure product information, pricing, and availability remain accurate and up to date.
• Work with product and design teams to deploy supply-side content and updates.
• Support improvements to merchant-facing tools and workflows.

Reporting & Insights

• Prepare regular reports on merchant activity, activation, and performance.
• Share insights on supply-side challenges, trends, and opportunities.
• Recommend operational improvements to strengthen the supply ecosystem.

Cross-Team Collaboration

• Work closely with operations, product, customer support, and field teams.
• Coordinate with sales or partnerships teams during merchant acquisition.
• Support resolution of merchant-related issues impacting pharmacies.

Qualifications & Requirements

• 1–3 years experience in operations, merchant management, platform operations, or e-commerce.
• Familiarity with B2B platforms, marketplaces, or supply-side operations.
• Strong execution and coordination skills.
• Comfortable using dashboards, spreadsheets, and internal tools.
• Basic understanding of marketplace operations and fulfillment workflows.
• Ability to analyse operational data and flag issues early.

What Success Looks Like

• High activation and engagement of merchants and manufacturers.
• Accurate and up-to-date product listings.
• Improved fulfillment reliability and supply consistency.
• Clear reporting and proactive issue resolution.