Head of Merchant Success

【What you will 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

【Who we are looking for】
- Degree Holder or equivalent
- At least 8 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 Mandarin & Japanese both in verbal and written, English is a plus

【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