About the role
Our Merchant Success team acts as strategic advisors for our merchants. As a lead of this team it will be essential that you are passionate about the success of our merchants. You will need to understand and communicate the value and mission of Merchant Success and work with fellow leads to drive results and develop the team.
The merchant experience is at the heart of everything we do and as a Merchant Success Lead you will be directly responsible for a team of 4-12 Success Managers working as partners to our merchants. You will be in charge of owning your team’s development, growth and performance. The ideal candidate will have a solid understanding how to manage and direct a team’s day-to-day, as well as facilitating and fuelling your direct reports personal growth.
Your responsibilities will include:
Lead a high impact merchant facing team to drive deep engagement, value and service
Motivate the team to renew and retain merchants, meeting or exceeding targets
Engage in regular business reviews to promote adoption and increase growth
Drive rapid resolution for issues/escalations and maintain high CSAT and NPS scores
Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopify Plus in their region
Working closely with Global and Local Program Managers to improve the service offering and localise the Merchant Experience in the region
Serve as cross-functional leader across Shopify to ensure a unified, seamless merchant experience
Develop, coach and mentor the team to enable them to excel at their jobs
Identify areas of improvement and make recommendations based on data, analytics and best practices
Fluent in English
Deep understanding of the EMEA region, tech ecosystem in the Region and its cultural nuances with a huge focus on English speaking countries.
Experience leading Merchant facing teams
Experience and passion about leadership with a strong why behind your decision to be part of this team
Strong business acumen and experience providing strategic advice to customers
Exceptional ability to develop and maintain relationships with wide range of personalities
Strong organizational and project management skills
Technical aptitude – quick to develop a deep understanding of new software
Adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally
Proven ability to analyze complex situations and develop action plans to lead a cross functional team to the key objectives
Demonstrate a high-degree of customer-centric thinking, behaviour and track record and experience working cross-functionally between sales and support teams
This role will report directly to the Merchant Success Regional Lead. We know that applying to a new role takes a lot of work and we truly value your time. Renata is 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 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 2020 Sustainability Report to learn more about Shopify's commitments.
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