About the role
Shopify Plus is making enterprise commerce simple. Shopify Retail is changing the way in-person commerce is done, building the software and hardware that powers retail shops and in-person sellers. We give high growth, high volume merchants the scalability, reliability and flexibility they need. Shopify is helping power commerce for companies like Gymshark, Heinz, Lindt, Waterdrop, Nestle, Alessi, Polaroid or Remy Cointreau, and many more. We believe merchants should love their commerce platform and we work hard each day to make that happen. We are in hyper-growth, building the tools and experiences for today’s leading brands - and this is where you come in…
The Launch Consultants Team specialise in onboarding merchants to Shopify Plus and Shopify Retail. Shopify is growing quickly with no intention of slowing down, and this team of highly skilled and experienced Launch Consultants are front and centre in this growth. Launch Consultants are expert generalists on the Shopify platform and their role is part technical consultant, account management and project management. To support merchants’ business processes and initiatives, they work with them to ensure they have a clear plan and timeline for their onboarding and an understanding of best practice on Shopify. They consult on the merchant’s ecommerce technology stack and business objectives, and provide guidance on how to best leverage the Shopify platform and ecosystem.
The fast growth of the last year and our continued success has created the need for a Senior Leader who can take the craft and bring it to the next level. This is a new role as the team currently reports to the Head of Technology Services, EMEA. This role will take over full responsibility for the Launch Consulting craft and a team of first line managers.
The Head of Launch Consulting will work closely with the team to define the strategy and vision of the Launch Consulting craft and its service offering. You will work closely with other teams in the organisation to understand needs and requirements into further improvements of our merchant onboarding experience. For example, working closely with the Sales Organisation to ensure a smooth handover after contract signature, and with Merchant Success to transition merchants after a successful Go-Live. As part of the Technology Services Senior Leadership team you will not only focus on the Launch Consulting craft but also work on improving the overall merchant experience along the entire merchant journey.
You will work closely with many senior leaders in the organisation in parallel with developing your own leadership team. You have experience in hiring and coaching high performance leaders, demonstrate a high level of empathy, and a passion to really get to know your team. As we grow quite fast, it will be important for you to have deep connections to your team and understand how you can foster a strong team culture.
Define strategy and future vision for the Launch Consulting in EMEA
Manage, lead and grow a team of 4-6 leaders
Work closely with Global and Regional teams to create the best possible merchant experience
Be an active member of the Technology Services Leadership Team
Build bi-directional relationships with a number of adjacent teams within Shopify including Solution Engineering, Service Delivery, Sales, Merchant Success, Enablement, Operations, and many more
Foster a strong team culture in an ever changing environment
Ensure Career Development and Progression paths for your function
Own the development and progression of your direct reports
Define, communicate and measure objectives and key results
Act as a sponsor for some of the most strategic merchants
Lead and collaborate on projects to drive change and efficiency
Up to 20% of time will be travelling for in-person meetings and events and may include international travel
Native/bilingual or full professional proficiency in English and preferably another language
5-10 years experience building, managing and leading high-impact, customer facing teams
Experience in hiring and coaching leaders
Exceptional in listening and understanding different points of view
Great communication skills and the ability to tell compelling stories
Deep commerce knowledge of regional and international markets
Passion for commerce and delivering an exceptional customer experience
Growth mindset that thrives on change in a dynamic environment. We evolve at a rapid pace and things change quickly!
Passion for mentoring and coaching direct reports and colleagues
Strong verbal and written communication skills plus great video and in-person presence
Comfortable working from home in a company where everyone is a remote worker
Deep desire for self improvement and exploring how you can become your best future self, and how that can create impact at Shopify
Experience in managing a customer onboarding / professional services organisation
Deep knowledge of the commerce industry
Experience related to Shopify
Working experience in multiple european countries
Fluent in any additional languages
We know that applying to a new role takes a lot of work and we truly value your time. We are looking forward to reading your application.
At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.