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Quest Training

Omnichannel Sales & Online Marketplace Management Training Course

Connects websites, marketplaces, social commerce, stores and fulfilment into one sales ecosystem that gives customers a consistent experience on every channel.

DSEC · Digital Sales & E-CommerceAll Levels#2573ClassroomEnglish , Arabic
Duration
5 Days
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Free substitution at any time · 30+ days' notice: full refund minus 10%. Cancellation policy

Sectors:Sales, Marketing & Customer ExperienceCategories:Digital Sales & E-Commerce

Course Overview

This advanced practical course focuses on managing integrated omnichannel sales operations and online marketplaces to create a consistent customer experience while maximizing commercial performance across digital and physical channels. It addresses how organizations can connect websites, marketplaces, social commerce, mobile channels, stores, customer service, and fulfilment into a coordinated sales ecosystem. Participants will examine omnichannel sales strategies, marketplace models, channel roles, customer journeys, product visibility, pricing, promotions, inventory availability, order management, and customer engagement. The programme emphasizes balancing channel performance with a unified customer experience and consistent commercial proposition. The course also covers marketplace selection, seller performance, product listings, marketplace operations, channel integration, fulfilment, returns, customer data, analytics, and performance management. Practical approaches are used to identify channel conflicts, improve marketplace performance, optimize product and pricing strategies, and strengthen operational coordination. Through practical exercises and business scenarios, participants will assess channel performance, design omnichannel strategies, evaluate marketplace opportunities, optimize product listings, establish performance indicators, and develop an actionable roadmap for integrated digital and marketplace growth.

Learning Objectives

  • Analyse omnichannel sales models and their commercial implications.
  • Develop an integrated strategy across digital, physical, and marketplace channels.
  • Evaluate online marketplaces based on customer reach, economics, capabilities, and strategic fit.
  • Design consistent customer journeys across multiple sales channels.
  • Establish channel roles, responsibilities, and performance priorities.
  • Optimize product listings, pricing, promotions, and digital merchandising.
  • Improve inventory visibility and product availability across channels.
  • Strengthen order management, fulfilment, delivery, and returns processes.
  • Manage marketplace seller performance and operational requirements.
  • Apply analytics to evaluate channel, product, customer, and marketplace performance.
  • Identify channel conflicts, operational risks, and opportunities for optimization.
  • Develop a practical roadmap for omnichannel growth and marketplace expansion.

Who Should Attend

This course is designed for E-Commerce Managers, Omnichannel Managers, Digital Sales Managers, Marketplace Managers, Retail Managers, Sales Managers, Marketing Managers, and Customer Experience Leaders. It is also suitable for Online Merchandising Specialists, Marketplace Operations Professionals, Product Managers, Digital Transformation Teams, CRM Professionals, Supply Chain and Fulfilment Managers, and business professionals responsible for digital channels and online revenue. The programme is particularly relevant to organizations operating across websites, physical stores, marketplaces, social commerce, mobile channels, and other digital sales platforms.

Learning Outcomes

  • Evaluate the performance and strategic role of different sales channels.
  • Develop an integrated omnichannel sales strategy.
  • Select suitable online marketplaces based on business and customer requirements.
  • Design consistent customer journeys across multiple channels.
  • Establish effective channel roles and commercial priorities.
  • Optimize marketplace product listings and digital merchandising.
  • Analyse pricing, promotions, availability, and product performance across channels.
  • Improve coordination between sales, inventory, fulfilment, and customer service.
  • Manage marketplace operational and seller performance requirements.
  • Develop channel-specific and integrated performance dashboards.
  • Identify opportunities to resolve channel conflicts and improve profitability.
  • Build a prioritized roadmap for omnichannel and marketplace growth.

Course Outline

Day 1

Omnichannel Sales Strategy & Customer Experience

  • Evolution of omnichannel commerce.
  • Omnichannel versus multichannel sales models.
  • Channel strategy and commercial objectives.
  • Customer behaviour across digital and physical channels.
  • Unified customer journeys and touchpoints.
  • Channel roles and customer acquisition opportunities.
  • Consistent pricing, promotions, and customer propositions.
  • Identifying channel conflicts and commercial gaps.
  • Practical Application: Assess an existing channel ecosystem and develop an omnichannel strategy aligned with customer and business priorities.
Day 2

Online Marketplace Strategy & Management

  • Online marketplace business models and operating structures.
  • Marketplace selection and strategic fit.
  • Direct marketplace selling versus third-party models.
  • Seller requirements, fees, commissions, and commercial considerations.
  • Marketplace onboarding and operational readiness.
  • Product catalogue and listing requirements.
  • Marketplace visibility and product discoverability.
  • Seller performance and marketplace standards.
  • Practical Application: Evaluate marketplace options and develop a marketplace entry and management framework.
Day 3

Product, Pricing, Inventory & Order Management

  • Product information and digital catalogue management.
  • Optimizing product titles, descriptions, images, and attributes.
  • Marketplace search visibility and product discoverability.
  • Channel pricing and promotional strategies.
  • Dynamic pricing and competitive positioning.
  • Inventory visibility and availability management.
  • Order processing and fulfilment coordination.
  • Delivery, cancellations, returns, and refunds.
  • Practical Application: Optimize a marketplace product portfolio covering listings, pricing, promotions, inventory, fulfilment, and customer-facing information.
Day 4

Channel Integration, Analytics & Performance Management

  • Integrating websites, marketplaces, stores, CRM, ERP, and fulfilment systems.
  • Customer and order data synchronization.
  • Cross-channel inventory and order visibility.
  • Marketplace and omnichannel performance indicators.
  • Sales, conversion, margin, and product performance analysis.
  • Customer acquisition and retention metrics.
  • Marketplace seller ratings and service performance.
  • Dashboards and management reporting.
  • Practical Application: Build an omnichannel performance framework covering sales, customers, products, inventory, marketplace performance, fulfilment, and profitability.
Day 5

Omnichannel Optimization, Governance & Growth

  • Omnichannel profitability and channel optimization.
  • Managing channel conflicts and pricing consistency.
  • Personalization and unified customer engagement.
  • Marketplace expansion and portfolio development.
  • Customer data and relationship management across channels.
  • Operational resilience, risk, and governance.
  • Continuous testing and performance improvement.
  • Investment prioritization and growth planning.
  • Final Workshop: Develop an integrated Omnichannel Sales & Marketplace Management roadmap covering channel strategy, marketplace expansion, customer experience, product management, pricing, inventory, fulfilment, analytics, governance, and growth priorities.

Upcoming Dates

Selected date

Lisbon · 1 – 5 Feb 2027 · Classroom

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CityDatesPrice per ParticipantEarly Bird
SalalahScheduled
2 – 6 Nov 2026€5,300—
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Sharm El-SheikhScheduled
9 – 13 Nov 2026€4,300—
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ViennaScheduled
16 – 20 Nov 2026€5,700—
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AmmanScheduled
22 – 26 Nov 2026€3,100€2,790until 2 Nov
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BakuScheduled
30 Nov – 4 Dec 2026€4,800€4,320until 9 Nov
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AmsterdamScheduled
30 Nov – 4 Dec 2026€5,400€4,860until 9 Nov
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BarcelonaScheduled
7 – 11 Dec 2026€5,400€4,860until 16 Nov
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CairoScheduled
14 – 18 Dec 2026€3,300€2,970until 23 Nov
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CasablancaScheduled
21 – 25 Dec 2026€4,300€3,870until 30 Nov
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DammamScheduled
28 Dec 2026 – 1 Jan 2027€4,200€3,780until 7 Dec
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DohaScheduled
4 – 8 Jan 2027€4,400€3,960until 14 Dec
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DubaiScheduled
10 – 14 Jan 2027€4,400€3,960until 21 Dec
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GenevaScheduled
11 – 15 Jan 2027€6,300€5,670until 21 Dec
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IstanbulScheduled
18 – 22 Jan 2027€4,700€4,230until 28 Dec
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Kuala LumpurScheduled
25 – 29 Jan 2027€4,400€3,960until 4 Jan
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LisbonScheduled
1 – 5 Feb 2027€5,400€4,860until 11 Jan
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LondonScheduled
8 – 12 Feb 2027€5,600€5,040until 18 Jan
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MadinahScheduled
15 – 19 Feb 2027€4,200€3,780until 25 Jan
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MadridScheduled
22 – 26 Feb 2027€5,400€4,860until 1 Feb
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ManamaScheduled
1 – 5 Mar 2027€4,700€4,230until 8 Feb
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MakkahScheduled
1 – 5 Mar 2027€4,200€3,780until 8 Feb
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MarbellaScheduled
8 – 12 Mar 2027€5,400€4,860until 15 Feb
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MilanScheduled
15 – 19 Mar 2027€6,000€5,400until 22 Feb
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MunichScheduled
22 – 26 Mar 2027€5,400€4,860until 1 Mar
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MuscatScheduled
29 Mar – 2 Apr 2027€5,300€4,770until 8 Mar
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OnlineScheduled
4 – 8 Apr 2027€1,700€1,530until 15 Mar
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ParisScheduled
12 – 16 Apr 2027€5,700€5,130until 22 Mar
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RabatScheduled
19 – 23 Apr 2027€4,300€3,870until 29 Mar
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RiyadhScheduled
19 – 23 Apr 2027€4,200€3,780until 29 Mar
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RomeScheduled
26 – 30 Apr 2027€5,800€5,220until 5 Apr
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Available in: Istanbul · Dubai · London · Riyadh · Doha · Amsterdam

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