Merchant Onboarding Consultant Team Lead (Germany)

Job post summary
Location EMEA
Team Sales and Account Management

About the role

The Merchant Onboarding Consultants Team (also known as Launch Engineers) specialise in onboarding merchants to Shopify Plus and Shopify Retail. We are in hyper-growth, and this is where you come in. We’re looking for someone who wants to share their experience to help us move faster.

Shopify Plus is making enterprise commerce simple. We give high growth, high volume merchants the scalability, reliability and flexibility they need. Shopify Plus is helping to power commerce for companies like Gymshark, Heinz, Lindt, Waterdrop, Nestle, Paul Valentine, Sony, and many more. Shopify Retail is an emerging division within Shopify, building the software and hardware that powers retail shops and in-person sellers. Our innovative products are changing the way in-person commerce is done, and our team is writing a new chapter in Shopify’s growth story.

To help support this team and our growth, we’re looking for someone to lead individual contributors who are working directly with merchants day-to-day. Merchant Onboarding Consultants are part Shopify platform expert, part technical consultant, part account management and part 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.

As a Merchant Onboarding Team Lead, you will report to the Managing Director for Europe, Middle East and Africa (EMEA) and the Global Merchant Onboarding Lead, and will work alongside other craft and cross-functional team leads. 

Responsibilities:

  • Manage, lead and grow a team of 7-10 high impact individuals

  • Oversee day-to-day operations to ensure Onboarding Consultants are empowered to perform their role efficiently and effectively

  • Support and coach direct reports on crafting their professional development and career goals

  • Participate in big picture strategy and goal setting for Merchant Onboarding, Shopify Plus, Shopify Retail, and Shopify as a whole in Europe, Middle East and Africa (EMEA)

  • Define, communicate and measure objectives and key results

  • Participate in recruiting initiatives to grow the Merchant Onboarding 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

Qualifications

  • Native/bilingual or full professional proficiency in English

  • Native/bilingual or full professional proficiency in German

  • Passion for commerce and delivering an exceptional customer experience

  • Experience leading and developing high-impact individuals and nurturing team culture

  • Prior customer facing experience

  • Ability to navigate sensitive situations and engage in the open discussion of difficult or uncomfortable ideas

  • Passion for mentoring and coaching direct reports and colleagues

  • Strong verbal and written communication skills with an ability to clearly articulate problems, solutions and ideas, and comfortable with public speaking

  • 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

  • Curious mind for how things work, what purpose they serve, and why they exist

  • Deep desire for self improvement and exploring how you can become your best future self, and how that can create impact at Shopify

Bonus experience:

  • Native/bilingual or full professional proficiency in one or more of these languages: French, Italian, Spanish, Dutch, Portuguese, Danish, Swedish, Norwegian, Finnish

  • Understanding of commerce best practices, 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

  • 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. Please take a look at our 2019 Sustainability Report to learn more about Shopify's commitments.

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.

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