Commercial Strategy & Operations Lead

Carousell Group is the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my , OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India). We are a diverse team across Southeast Asia, India, Taiwan, and Hong Kong, united by our goal to create a sustainable and circular future. Through tech-driven platforms and innovation, we empower users to buy and sell pre-loved items with confidence. We leverage cutting-edge technology, including advancements in AI to enhance user experience, safety, and convenience both online and offline. Join us in shaping the future of recommerce, where sustainability and technology come together to create real-world impact. About Mudah.my Mudah.my is part of Carousell Group, the leading multi-category platform for secondhand in Greater Southeast Asia on a mission to make secondhand the first choice. Founded in August 2012 in Singapore, the Group has a leading presence in seven markets under the brands Carousell, Carousell Media Group, Cho Tot, Laku6, LuxLexicon, Mudah.my, OneShift, REFASH and Revo Financial, serving tens of millions of monthly active users. Carousell is backed by leading investors including Telenor Group, Rakuten Ventures, Naver, STIC Investments, 500 Global and Peak XV Partners (formerly known as Sequoia Capital India). Visit mudah.my for more information The Commercial Strategy & Operations Lead is responsible for driving Mudah’s commercial planning and execution agenda — translating business objectives into short-term tactical plans and ensuring operational effectiveness across the function. This role oversee KEY RESPONSIBILITIES 1. Commercial Strategy & Business Analysis • Conduct structured business analysis to address ad hoc requests from leadership — synthesising data and surfacing clear, actionable recommendations on commercial opportunities and risks • Translate business objectives into short-term tactical plans with clear owners, timelines, and success metrics • Monitor commercial performance on an ongoing basis; identify trends, flag deviations, and recommend corrective actions quickly • Coordinate and facilitate cross-functional alignment sessions to ensure product, marketing, sales, and finance teams are working toward shared near-term priorities 2. Business Monetisation & Go-To-Market (GTM) • Drive business monetisation planning — identifying revenue opportunities, designing commercial models, and supporting execution • Develop and refine GTM strategies for new product launches or market expansions, including pricing strategies, channel plans, and launch sequencing • Collaborate with the marketing team on communication planning — ensuring messaging and campaigns are grounded in customer insights and commercial objectives • Track and measure performance of monetisation and GTM initiatives, iterating strategies based on results 3. Business Operations & Process Automation • Oversee day-to-day operations of the Business Operations team, ensuring processes are efficient, scalable, and aligned to business goals • Establish and maintain operational frameworks, standard operating procedures (SOPs), and reporting cadences across the function • Identify operational bottlenecks and implement improvements to drive productivity and quality • Develop and automate recurring processes and operational reporting using AI tools and modern productivity solutions, reducing manual workload and improving speed of insight • Coordinate cross-departmental projects and initiatives, ensuring timely delivery and clear accountability 4. User Success • Manage the User Success team in executing structured customer engagement activities — including outbound outreach to churned stores, mystery shopping on Mudah and competitor platforms, and NPS/CSAT surveys • Synthesise user insights from outreach activities into actionable recommendations for product, commercial, and marketing teams • Build and monitor team KPIs, ensuring findings are systematically tracked and fed back into business decision-making Experience • Minimum 5–7 years of experience in commercial strategy, business operations, management consulting, or a hybrid commercial/analytical role • Proven track record in commercial planning, GTM execution, and translating business objectives into tactical plans • Experience managing or mentoring small teams • Prior experience in a digital marketplace, classifieds platform, or tech business strongly preferred • Background in FP&A or corporate finance is an advantage given the close interplay between strategy and financial modelling in this role (optional - would be a great) - someone understand numbers - how to help the business grow - Skills & Competencies • Strong analytical thinking — ability to identify patterns, frame problems clearly, and develop practical tactical solutions • Commercially minded — comfortable interpreting business performance data and linking commercial levers to revenue outcomes • Data-driven decision-making with the ability to draw actionable insights from qualitative and quantitative data • Proficiency in leveraging AI tools and automation platforms to streamline processes and reporting workflows • Excellent communication and influencing skills — able to engage effectively with senior stakeholders and cross-functional teams • Customer-centric mindset with genuine curiosity about user behaviour and market dynamics • Strong project management and organisational skills; comfortable managing multiple priorities simultaneously • Leadership capability — able to…