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 general 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

📌 Head Of Supply Chain & Cx Marketplace (Madrid)
🏢 ADEO
📍 Madrid