Job Description

You’ll be working with teams, such as Product Marketing, Sales, Product and Support. Your efforts will help the Success team reach new heights to deliver exceptional experiences.

• Liaise with the Global Merchant Experience team to understand the global vision and support the team with ongoing feedback from the EMEA region.
• Interview key stakeholders and facilitate journey mapping discussions to inform change.
• Incorporate Thinking to the ideation process to build a world’s class merchant experience.
• Identify, measure, analyses, and priorities opportunities for improvement across the merchant journey for our Key Accounts segment in EMEA based on data, interviews and organizational strategy.
• Identify patterns in workflows, using supporting data from the Data Science team and CSat/NPS scores to establish buy-in, define strategies and then execute on change.
• Incorporate merchant sentiment, merchant effort, employee sentiment, employee effort, employee experience, and merchant experience data at each stage of the merchant journey
• Understand the cultural nuances and preferences of our Key Accounts Segment of our merchants across EMEA and create tailored, specialized and localized programs to improve retention and satisfaction.
• Partner with the relevant teams and build relationships to increase awareness of programs; communicating difficult concepts, converting information into compelling business context and advice
• Gather feedback and present insight to program stakeholders, contributors and relevant leads in order to identify how to strengthen business and change metrics, and the merchant experience.
• Facilitate a smooth transition into steady state (e.g. ongoing processes exist, viable workarounds identified for any roadblocks, handover of ownership)

Required Knowledge, Skills, and Abilities

• Experience with account management/ customer success at scale
• Experience with experimental design - methodological approach to defining scope, hypothesis, measurement and retrospectives
• Familiarity with business strategy
• Experience or training in customer marketing
• Strong knowledge and experience in ecommerce
• Strong cross-functional relationship building and experience
• Data-driven and comfortable proving trends and patterns with supporting metrics
• Demonstrates strong project management skills required to manage complex projects
• Capable of managing multiple streams of work simultaneously and influence the strategic direction of work
• Excellent organizational and time management skills
• Strong communication skills, both verbal and written; able to articulate changes in processes in a diplomatic manner that will resonate across cross functional teams
• Able to think critically and assess the overall impact changes have to our systems
• Thriving on ambiguity: Able to operate effectively within an environment full of uncertainty and constant change.
• Problem solving mindset, comfortable questioning norms, taking on new challenges, and working within ambiguity.
• Customer centricity