Head of Merchant Success - Indonesia

CÔNG TY TNHH SHOPLINE VIỆT NAM

Hết hạn: 06/02/2022

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Position: Head of Merchant Success - SHOPLINE Indonesia

About Shopline:

SHOPLINE is Asia's largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We're a full-featured platform with services including online store opening, O2O solution, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.

What you'll be doing:

Leading & build the Merchant Success Team
Design and apply the protocol to provide excellent onboarding experience for new clients
Maintain growth of assigned clients and develop effective client retention strategies
Manage a team of merchant success staff to deliver quality customer services support
Build up the account management team and sustain solid business relationships with key accounts and with people at all levels
Collect feedback on SHOPLINE's core product from accounts, while understanding the reasons and use cases of every feedback
Liaise with internal departments on product promotion/marketing activities
Lead and perform ad-hoc projects as assigned by the Management
Answer incoming questions via live chat, email and phone calls, handle customer enquiries
Be a strong advocate for our brand and product, interact and build a community of loyal customers

What we are looking for:

Degree Holder or equivalent
At least 10 years of Customer Service/Account Management experiences, with minimum 4 years experiences in management role
Knowledge of e-commerce and startup culture
100% customer-focused attitude
Self-starter and good team player
Excellent internal/external communication skills
Demonstrate excellent business judgment
Comfortable with uncertainty and situations where there is no "right answer"
Strong ability to think in others' point of view
Courageous to stand out and speak out for your thoughts.
Strong time management and expectation management skills
Fluent in English & Bahasa Indonesia both in verbal and written

It'd be plus if you have:

E-commerce marketing experiences
Hands on experiences with marketing tools like: Google Analytics/Facebook Pixel,
AdWords, etc
Project and account management skills
Sales skills and mindset
Experience in any customer facing role or at E-commerce platforms is preferred
Adapt to CRM tools i.e. Salesforce, Intercom and Zendesk
Immediate available is preferred