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.
To help support this team and our growth, we’re looking for someone to lead individual contributors who are working with the largest merchants in the world day-to-day. In this team lead role, you will report to the Senior Launch Consultants Lead, and will be working alongside other craft and cross-functional team leads.
As a Launch Consultants Team Lead, your key responsibilities are managing, leading, growing and mentoring a technical team of 6-8 high impact individuals. You will oversee the day-to-day operations of your team to ensure that they are able to perform efficiently and effectively within the regional dynamics faced in EMEA. Your team partner with large Shopify Plus and Shopify Retail merchants. Due to the complex nature of these builds (technical, operational and organisational), these merchants expect a deep knowledge of the Shopify platform and ecosystem, and benefit from strong stakeholder management. These merchants’ organisations are typically challenging to navigate, with many different stakeholders involved including multiple solution providers and agencies at the same time.
It is essential that you are able to balance the big picture, strategic vision of your team with the day-to-day tactical operations that come with having your team engaged with the fastest growing merchants on the planet. This requires a talented and motivated team to achieve some of the audacious goals on our plate. You’ll need to set your team goals, objectives and key results and create the conditions for your team to succeed year after year. You’ll need to support your team through tough escalations and make strategic decisions around the best direction for merchants. As your team grows, you’ll need to drive recruiting initiatives and play an important role in growing the Launch Consultants Team and it’s operations.
It’s a challenging role, and an enormously rewarding one for the right person.
Manage, lead and grow a team of 6-8 high impact individuals
Oversee day-to-day operations to ensure Launch Consultants are empowered to perform their role efficiently and effectively
Demonstrate strong aptitude in stakeholder management, multi-layered solutioning, systems thinking, and navigating complex relationships
Support and coach direct reports on crafting their professional development and career goals
Participate in big picture strategy and goal setting for Launch Consultants, Shopify Plus, Shopify Retail, and Shopify as a whole in Europe, Middle East and Africa (EMEA)
Work closely with Launch leadership to help inform decisions and drive constant improvements within the team. This includes mentorship, leading by example, taking ownership over issues, and helping to improve operations to deliver a great merchant experience
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
Define, communicate and measure objectives and key results
Participate in recruiting initiatives to grow the Launch Consultants Team and onboard new employees
Manage merchant escalations and make strategic decisions around difficult merchant situations
Lead and collaborate on projects to drive change and efficiency
Up to 10% of time will be travelling for in-person meetings and events and may include international travel.
Native/bilingual or full professional proficiency in English
Native/bilingual or full professional proficiency in German
3 - 5 years experience building, managing and leading high-impact, customer facing teams
Deep commerce knowledge of the UK/German market and international markets
Passion for commerce and delivering an exceptional customer experience
Experience mentoring and coaching high-impact individuals and nurturing team culture in rapidly changing environments
Ability to navigate sensitive situations and engage in the open discussion of difficult or uncomfortable ideas
Ability to handle customer escalations and guide your team to navigate through difficult conversations.
Broad knowledge of our app ecosystem and overall knowledge of our APIs and platform capabilities
Passion for mentoring and coaching direct reports and colleagues
Strong verbal and written communication skills plus great video and in-person presence
Experience building and refining processes and best practice
Experience scaling a team to meet strategic objectives
Understanding of technical strategy as it relates to operating and growing a commerce business
Comfortable working from home in a company where everyone is a remote worker
Growth mindset that thrives on change in a dynamic environment. We evolve at a rapid pace and things change quickly!
Curious mind for how things work, what purpose they serve and why they exist
Affinity for helping and teaching others; including merchants, partners and colleagues
Deep desire for self improvement and exploring how you can become your best future self, and how that can create impact at Shopify
Understanding of commerce best practises, including how to migrate data from other platforms
Consulting or project management experience in an application ecosystem and integrating 3rd party technologies into the Shopify platform
Deep understanding of technical strategy as it relates to operating and growing a commerce business
Running your own business. You know what it means to be an entrepreneur, and can empathise and share your learnings with our merchants
Building on Shopify, either for yourself or clients
Knowledge of Shopify’s app ecosystem and APIs
Experience with retail point of sale technology and hardware.
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 peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.
If you’re interested in helping us shape the future of commerce, click the “Apply now” button to submit your application. We know that applying to a new role takes a lot of work and we value your time.
Experience comes in many forms, many skills are transferable, and passion goes a long way. If your experience is this close to what we’re looking for, consider applying. We know that diversity of thought makes for the best problem-solving and creative thinking, which is why we're dedicated to adding new perspectives to the team and encouraging everyone to apply.