Director, Merchant Success

Location: Remote – United Kingdom 

Role Description: 

The Director, Merchant Success of International Markets will lead a team comprised of a Manager and Merchant Success Managers within the EMEA and Australia markets who drive the success and growth of ShipBob’s customer accounts. The ideal candidate will have a successful track record in full lifecycle success management, with an emphasis on steering engagement, adoption, and advocacy. You will handle complex escalations, lead team member growth through real-time coaching and development, and ensure your team champions the customer experience. Additionally, you will work closely with the global Merchant Success leadership team to create strategic programs around retention, advocacy, and engagement to help the team expand and build new relationships with executive stakeholders. This leader will play a key role in strengthening and elevating our international markets by building structure and consistency to set-up emerging markets for lasting success and growth. This role reports to the Vice President, Merchant Success.

What you’ll do: 

• Establish a unified operating model across Europe and APAC, ensuring consistent processes, playbooks, merchant engagement standards, and performance expectations that are aligned to the Global Merchant Success framework.  
• Serve as the strategic escalation and retention owner for international markets, inspiring rigor around churn identification and mitigation programs. 
• Build and scale the international talent model, with a focus on upleveling strategic relationship management capabilities and establishing a repeatable approach to team development in a remote-first environment.  
• Create the foundation for Mid-Market readiness internationally, ensuring we have the expertise, operational rigor, and customer-centric engagement model required to handle complex, cross-border merchant needs.  
• Partner closely with Operations and Revenue cross-functional leaders to deliver a seamless experience for merchants. 
• Oversee multiple Merchant Success leaders and individual contributors to prioritize key targets including merchant optimization, retention, and satisfaction.  
• Partner closely with Merchant Success leadership team to develop and execute strategic plans at scale to enhance merchant satisfaction, retention, and growth.  
• Coach the team to create exceptional experiences that deliver value and ROI for ShipBob’s customers, achieving both portfolio and individual developmental goals.  
• Define clear goals and expectations and lead the team in achieving them.  
• Maintain a deep understanding of customer pain points and issues and champion solutions throughout the organization.  
• Closely collaborate with key internal partners including Pricing, Product, Operations, and Revenue to deliver merchant and business outcomes.  
• Manage complex escalations, as needed, and coach the team on how they can handle escalations more efficiently.  
• Maintain a deep understanding of ShipBob’s products, our industry and how our solutions deliver value for our customers.  
• Retain and grow the revenue for existing ShipBob customers, owning the net retention rate of your customer base.  
• Run key initiatives for margin health with your team.  
• Additional duties and responsibilities as necessary.  

What you’ll bring to the table: 

• Experience leading high-performing teams. 
• Experience managing a book of business in a current or past role. 
• Ability to coach, support, and develop talented Managers and individuals within Merchant Success. 
• Ability to inspire Merchant Success Managers and Managers to expand and build new relationships with senior business owners and executive stakeholders. 
• Promote a customer-centric culture focused on mitigating risk and delivering positive revenue outcomes. 
• Experience driving strategic initiatives through cross departmental networking and collaboration. 

Perks & Benefits: 

• Medical and Wellness Benefits 
• Life Assurance 
• Income Protection 
• Pension Scheme 
• See Our High-Performing Culture >>> Check us out on Instagram (@lifeatshipbob) 

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