Merchant Success Lead, UK/Ireland Team

Shopify is now permanently remote and working towards a future that is digital by default. Learn more about what this can mean for you!

Shopify makes enterprise commerce simple. We give high-growth, high-volume merchants the scalability, reliability and flexibility they need. Shopify helps power commerce for companies like Tesla, RedBull, GE, L'Oreal, Mondelez, Kanye West, Subway, UPS, GymShark and many more. We believe our merchants should love their commerce platform and we work hard to make that happen. We are in hyper-growth, and this is where you come in.

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.