Our client is making SMEs eCommerce simple. They give high growth, high volume merchants the scalability, reliability, and flexibility they need. Their mission is enabling businesses to unlock their eCommerce, providing comprehensive eCommerce managed services, empowering them to be successful by becoming their eCommerce consultant and strategic partners. Helping them create and execute their go‑to‑market strategy. They believe merchants should love their e‑commerce platform and we work hard each day to make that happen.
They are in hyper‑growth, and this is where you come in. They are looking to hire Merchant Success Manager (E‑commerce Key Accounts Manager).
Delivering against the strategy and executing day‑to‑day online operations relating to eCommerce with oversight responsibility for operating metrics and key performance drivers such as conversion, qualified traffic, and opt‑ins, new buyers, repeat buyers, sales, average order, and units per order. Responsible to provide insights on scale quality and automation of the company's leadership team, and for collaborating with internal retail store partners to deliver unified omnichannel experiences.
Job Responsibilities:- Develop innovative marketing and sales programs, empowering the team to test & learn by measuring program effectiveness, providing insights on how to optimize in the future. Lead analysis of all programs and establish programs to drive continuous improvement.
- Research industry trends, seeking opportunities to bridge gaps in business objectives, and push the business forward.
- Provide post-program ROI analysis, make recommendations based on results to increase sales, opt-ins, Average Order Size (AOS), Average Unit Sale (AUS), and repeat purchases.
- Build, manage, and refine online assortment, promotions, price management, and product/content story presentation. Lead team in executing seasonal vision from concept to launch.
- Collaborate effectively with colleagues from a range of disciplines including Marketing, Creative, Operations, etc.
- Manage the user experience including site navigation, content development, checkout funnel, and promotional campaigns.
- Lead the overall third‑party Seller recruitment and account management strategy, and serve as an escalation point for Seller issues and coach the team on important Seller‑related topics.
- Audit Seller and Customer experience and create mechanisms to help identify key behaviors and pain points, and use insights from this process to drive improvements through direct and supporting teams.
- Set, align, and audit operational goals across functions and programs (e.g. inputs, metrics, process improvements) and translate them into actionable plans.
- 10+ years of experience in the e‑commerce field.
- 5+ years of experience as a Head of Seller Services, Head of E‑commerce, or a relevant role.
- University degree, preferably in a business or technical / engineering discipline.
- Extensive relevant professional experience, ideally in a complex and dynamic environment.
- Deep experience in business development, preferably with some experience in Sales and/or Account Management.
- Experience in leading and inspiring (ideally commercial) teams.
- Solid English written and verbal communication skills including the ability to influence senior leadership.
- Combination of analytical skills, inventive thought leadership, and bias for action to get things done.
- Sense of ownership and ability to influence various stakeholders across countries and functions and manage competing priorities simultaneously.
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