Head of Customer Success (eCommerce)

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:

• Define and build the product solution plans and growing strategy for our merchants while prioritizing retention.
• Being a trusted advisor for our merchants by understanding their business, competitive landscape and product demands.
• Build a strong Merchant Success team by recruiting, mentoring and coaching talent and creating a talent roadmap to ensure consistent engagement from your team
• Collaborate cross-functionally and gather feedback from Product, Marketing, Sales, Support and other departments to improve the merchant experience 
• Help cultivate an expansive culture of Merchant Success by analyzing and leveraging key insights.
• Ensure steady and robust execution by your teams in delivering exceptional experiences for our merchants

WHO WE ARE LOOKING FOR:

• 8 years or above of experience in a customer-facing role with team leading background.
• Demonstrated track record of establishing Customer Success programs that drive strong relationships and ultimately business retention and growth
• Experience in building and growing an ecommerce business is highly preferred
• Exceptional ability to communicate and deep understanding of customers concerns and thoughts in ecommerce related sector
• Self-motivated and accountable for results.
• Proven experience in navigating complexity. Being able to work successfully in an environment of constant change and with rapidly rising expectations.