The posting
Job description
About Marktplaats
Marktplaats is one of the Netherlands' leading online marketplaces, helping make commerce more sustainable by giving products an extended life. With over 2.1 million buyers and sellers visiting our platform every day, around 350,000 new listings added daily and users spending an average of 22 minutes per visit, we're building a platform that people use and trust. Every connection we enable helps people save money, earn money and reduce waste. As part of Adevinta, one of Europe's leading online classifieds groups, we're building products that make buying and selling second-hand products simpler, safer and better for everyone.
This role sits within our Customer Service function in our Amsterdam office, home to over 300 talented professionals, where cross-functional teams design, develop and scale the products that millions of users rely on every day across our Benelux marketplaces, Marktplaats and 2dehands/2ememain.
You’ll report to our Vendor Manager, who leads a team of four and has room for a fifth. Together you manage the outsourcing partners and contact centres that support Marktplaats and 2dehands/2ememain users every day, and you use AI to do that faster and better.
What You Will Do
- Own tactical and operational relationships with vendors, outsourcing partners and internal stakeholders.
- Lead operational governance, business reviews and escalation handling.
- Be accountable for service delivery across Customer Service, Consumer Support, Back Office, Business Support and Outreach.
- Drive performance against SLAs, CSAT, productivity, cost and quality targets.
- Lead operational campaign setup, rollout, optimisation and post-campaign evaluation.
- Champion AI and automation use cases that speed up our operations and improve efficiency, scalability and customer experience. Decide where AI pays off, get it live with partner teams, and measure the result.
- Manage incidents, risks, compliance and data-quality topics with the relevant stakeholders.
- Support training needs, knowledge sharing and adoption of best practices across partner teams.
Who You Are
- Fluent in Dutch (C1+) is a hard requirement.
- 5+ years of experience in customer operations, channel or vendor management, ideally in an outsourced or multi-partner setup.
- Hands-on: you work in a structured, effective way, anticipate the impact of changes or issues, and act without waiting to be asked.
- Quick to find patterns and correlations in data (for example between volume, quality and partner performance), and able to turn them into concrete actions.
- You use AI in your daily work, know which tools fit which task, and can show examples of how you’ve used it to speed up work or improve results.
- Comfortable with partners and stakeholders at every level, and with a fast-moving environment.
- Willing to travel within the Netherlands 1–2 times a week to review performance, strengthen partnerships, calibrate quality and find improvements.
This role is based out of our Amsterdam office. While we offer flexibility, we value in-person collaboration and encourage our teams to spend regular time in the office.
Want to learn more about life at Marktplaats? Visit our Careers page to explore our culture, benefits and what it's like to work with us.
Our DNA
Our culture is built on these five principles, shaping how we work together, build products and create value for our customers. 🛠️ Ownership: We take ownership, step in where needed and make things happen. 🤝 Engagement: We show up for each other, build meaningful connections, celebrate success and enjoy the ride together. ❤️ Customer Focus: We put our customers at the heart of our decisions, back our ideas with data and deliver value that makes a difference. ⚡Execution: We move with purpose, challenge ideas respectfully, act with confidence and deliver at pace. 💡Curiosity: We ask questions, challenge the status quo, embrace learning and turn insights into better decisions.
Equal Opportunity Statement
Marktplaats is an equal opportunity employer, and we value diversity. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. If you feel you don’t meet all of the listed requirements but are still excited about this role, we encourage you to apply anyway! Research shows that candidates from underrepresented groups sometimes self-select out, we’re interested in your potential as much as your experience.
