Merchant Success Lead, Uk

2 weeks ago

London, United Kingdom Shopify Full time

Company Description

Shopify is a leading global commerce company, providing trusted tools to start, grow, market, and manage a retail business of any size. Shopify makes commerce better for everyone with a platform and services that are engineered for reliability, while delivering a better shopping experience for consumers everywhere. Shopify powers millions of businesses in more than 175 countries and is trusted by brands such as Allbirds, Gymshark, PepsiCo, Staples, and many more.

Job Description

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.

**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

Qualifications
- 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

Additional Information

Closing date**:Friday, April 8th at 11:59PM CET**.
- At Shopify, we understand that experience comes in many forms. We’re dedicated to adding new perspectives to the team - so if your experience is this close to what we’re looking for, please consider applying._

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