User Engagement Analyst

About the role

The User Engagement Analyst will be the primary liaison between sellers and buyers on our marketplace platform, ensuring smooth transactions and maximizing revenue opportunities. You will work closely with internal teams to maintain high standards of communication, speed, and operational excellence.

Key responsibilities

• Act as the main point of contact for sellers, responding promptly to inquiries and guiding buyers through the purchase process.
• Convert inquiries into completed transactions by providing accurate pricing, product details, and timely follow‑up.
• Apply existing policies and pricing structures to make quick decisions, escalating only high‑risk cases without clear guidance.
• Maintain up‑to‑date seller policies, processes, and documentation while coordinating with cross‑functional teams to resolve issues.
• Handle all live, revenue‑related requests with urgency, meeting defined response times and prioritising tasks based on business impact.
• Identify recurring interaction issues and propose improvements to workflows, communication, and overall user‑engagement efficiency.

Required profile

• Degree in Business Administration, Marketing, Mass Communication or a related field.
• At least 3 years of experience in customer‑facing, operations, e‑commerce or marketplace environments.
• Strong communication, interpersonal and multitasking abilities in a fast‑paced setting.
• Proven problem‑solving and decision‑making skills with a proactive, ownership‑driven attitude.

Required skills