How do you make our customers happy?
Bol.com is changing retail to make daily life simpler for 12 million Dutch and Belgian customers. We are joined on this mission by 42,000 partner sellers that do business on our retail tech platform. This represents a combined assortment of 28 million products and growing daily. So every aspect of our platform needs to be scalable and reliable. This includes our Offer Highway – the process by which we gather, combine, analyze and evaluate product information, prices and delivery options: information we need to know to present customers with relevant propositions. A mission-critical process, because if the Offer Highway is congested or ‘closed down’, partners can’t sell and customers can’t buy. As for the scope: our team processes ~20 million offers per day.
The biggest challenge
Because bol.com is an open retail platform, we need to actively maximize its appeal to customers and partners alike. We want to inspire partners to improve their offers (assortment, pricing, fulfillment) continually, and help them become more successful. In the process, this will help boost customer satisfaction to new heights. We also need to safeguard a level playing field. Given the sheer number of products on offer, and the volume of updates (products, prices, delivery options), this is by necessity a highly automated process. Considering this volume, the exponential growth rate and the daily tsunami of changes, how can we ensure matchmaking quality? As Product Owner Offer Highway, you manage the crucial backbone of our retail tech platform, so that 42k partners and 12m customers can expect ‘matches made in heaven’.
What you do as Business Analyst Offer Highway
As Business Analyst, you maximize our product’s impact on customers, partners and other platform consumers. You won’t face this challenge alone, but with a team of 12 business analysts and product owners and alongside five scrum teams.
Our joint ambition: to add value for our customers by processing and enriching product information for millions of products, quickly, efficiently and scalably. And to make Product Catalog available and reliable 24/7 for all stakeholders, including marketing, logistics and customer service professionals.
Based on your requirements, your colleagues from Engineering develop scalable solutions, ranging from radical innovations to pragmatic optimizations. Experiments and MVP’s are a core ingredient of our way of working, just as developing clear business cases that explain what our users need. You work closely with your teammates, our scrum teams and many stakeholders within bol.com.
Current challenges include
– How do we create a scalable way to determine what kind of product information affect customer behavior, and ultimately conversion?
– How do we adapt our innovations accordingly?
– How do we share these insights with our partners so they can spend their time on topics that bring them the most value?
– How to improve the product information selection process to make it more user-friendly for our partners?
Why you can make a difference
Because after completing your master’s degree, you worked in comparable Agile/Scrum settings and/or a similar industry. You have an analytical mindset and are not afraid to dive deep to answer complex questions and formulate hypotheses. Given the complexity of the bol.com landscape, affinity with IT and Big Data, plus a big heart for both, are indispensable. That also goes for a talent to connect and inspire people. Heartfelt support for your ideas is a main impact driver!
To be successful, it’s imperative that you have an interest/affinity for back-end processes and are as excited about data driven decision making and data modelling as we are. If you are accustomed to solving problems with off-the-shelf solutions, this may not be the career highway you want to take. After all, we built the Product Catalog from scratch and continue to develop it in-house. That calls for strong conceptual qualities on your part.
To top it off, you are an inspiring and committed colleague and a valuable sparring partner.