eBay
Delivery Experience
With more than 180 million users worldwide, eBay has a massive customer base, and all these customers expect a good if not great delivery experience each time they shop. It is a challenge though because being a marketplace eBay has little control over what sellers do when it comes to their shipping options.
At eBay UK, I'm part of the 2 person team that is responsible for the delivery experience for both buyers and sellers
Ensuring Fast and Punctual Delivery
I’ve been looking after the delivery experience over the last 15 months which have been unstable because of the macroeconomic situation like Covid, Brexit etc.
Through very targeted actions and a surgical data-based approach I have managed to save at least at least 80k transactions/wk. from being delivered late and at least $1.5mn in contact cost/yr. I’ve kept very close to the carrier networks and even weather reports to ensure anything that can affect the network is immediately solved for.
My approaches and frameworks have also been adopted by other country units.
Managing late deliveries is a double-edged sword as being over-cautious about lateness can cause delivery estimates to be very long and it doesn’t help with buyer perception of eBay being a slow site to deliver.
To counter this, and to bolster speed on site, I’ve run different seller campaigns incentivising and educating them to offer fast and free shipping. I’m responsible not only for ideating what campaigns to run and how, but also for the business cases, comms and operationalising the campaigns.
The latest campaign is geared towards a 5% improvement in sold items site wide with a faster delivery option and will contribute between 7% and 15% in conversion uplift.
I’ve also periodically run several outreaches to collect insights from sellers to inform our roadmaps and complement the quantitative insights we have.
I also work closely with the trading, product and data science teams to optimise delivery experience on site.
Supporting Sellers in Offering a Great Shipping Proposition
In addition to managing delivery experience, I’ve also been working actively to create content for sellers by means of tutorials, videos, webinars, trainings, and also by being a SME for eBay Seller Academy.
I also ensure any changes or events that may affect sellers’ ability to ship on time is promptly communicated to them. With the seller marketing and community teams I worked on creating a dedicated update board for sellers on eBay community pages for this purpose.
