Commercial – Management – Merchant Success – M4 – APAC

About Shopify

Opportunity is not evenly distributed. Shopify puts independence within reach for anyone with a dream to start a business. We propel entrepreneurs and enterprises to scale the heights of their potential. Since 2006, we’ve grown to over 8,300 employees and generated over $1 trillion in sales for millions of merchants in 175 countries.

This is life-defining work that directly impacts people’s lives as much as it transforms your own. This is putting the power of the few in the hands of the many, is a future with more voices rather than fewer, and is creating more choices instead of an elite option.

About you

Moving at our pace brings a lot of change, complexity, and ambiguity—and a little bit of chaos. Shopifolk thrive on that and are comfortable being uncomfortable. That means Shopify is not the right place for everyone.

Before you apply, consider if you can:

• Care deeply about what you do and about making commerce better for everyone
• Excel by seeking professional and personal hypergrowth
• Keep up with an unrelenting pace (the week, not the quarter)
• Be resilient and resourceful in face of ambiguity and thrive on (rather than endure) change
• Bring critical thought and opinion
• Embrace differences and disagreement to get shit done and move forward
• Work digital-first for your daily work

About the role

Shopify empowers millions of merchants from all over the world to succeed at entrepreneurship. We’re with our merchants each step of the way to help them start, and scale their businesses while allowing them to sell through numerous channels.

We give high-growth, high-volume merchants the scalability, reliability and flexibility they need. Shopify Plus helps power commerce for companies like Secret Lab, Unilever, Levi’s, 82e, Bombay Shaving Company, Allies of Skin and many more. We believe merchants should love their commerce platform and we work hard to make that happen.

The world needs more Shopify: if you are driven by new challenges, hustle and great growth opportunities this is the place to be! We are growing and the landscape is changing every day; this is where you come in.

We are building a 100-year company and the role of our Merchant Success team is to help high-growth, high-volume merchants thrive; as a leader of this multi-segment and multi sub-region team, it will be essential that you are passionate about the success of our merchants. You will need to understand and communicate the value and mission of Merchant Success and work with many cross-functional stakeholders to drive results while continually developing the team.

The merchant experience is at the heart of everything we do and as a Merchant Success Lead you will be directly responsible for a team of Merchant Success Managers who are working as partners to our merchants for all things growth, product, and value.  You will be in charge of owning your team’s attainment, development, growth and performance. The ideal candidate will have an extensive understanding of the ecommerce ecosystem across SEA, GCR and Japan, tenured experience with executive level stakeholder management, previous ownership of targets and attainment, and strong proven leadership experience managing direct reports personal growth while driving impact to the business.

This is a remote position that will report to the Director of Merchant Success, APAC and will be based in Singapore.

Your responsibilities:

• Lead a high impact merchant facing team to drive deep engagement, extract value and define areas of service delivery.
• Motivate the team to ultimately drive GMV growth, retain merchants, meeting or exceeding targets specific to adoption, growth, advocacy and health.
• Monitor and report team performance and impact to senior leadership on a regular basis including, but not limited to team benchmarking, KPIs, development, and project based work.
• Triage as a point of escalation while driving rapid resolution for issues and maintaining high satisfaction scores.
• Engage within regular executive business reviews to promote adoption and increase growth opportunities.
• Be an advocate for Shopify through networking, presentations, engagement, and facilitation of boutique and large scale industry events.
• Support the development of strategic merchant partnerships and build a loyal base that actively advocates for Shopify.
• Serve as cross-functional leader across many Shopify teams  – to ensure a unified, seamless merchant experience via process development, optimization and standardization.
• Strong cross-functional working relationships with our Global and Regional Strategic Accounts team to engage, partner, and execute within region
• Develop, coach and mentor the team to enable them to excel and grow within their roles.
• Identify areas of improvement and make recommendations based on data, analytics and best practices.
• Monitor tools, review data trends and recommend process improvements over time.

It would be great if you also had experience:

• Significant proven experience at across APAC in the SaaS retail and omni channel commerce industries
• Passionate about people leadership with proven experience leading/hiring/building world-class teams.
• Experience holding a target and being accountable for team attainment including sales coaching, pipeline management, and book of business ownership over 1,000 accounts
• Experience working with global teams and stakeholders
• Experience in monitoring individual performance, track against targets, and coach to both high and low performance
• Proven success in implementing short and long term strategies to build merchant relationships for long term growth
• Demonstrated results in using AI and data to monitor health of book of business and outcomes
• Strong business acumen and experience providing strategic advice to customers.
• Exceptional ability to develop and maintain relationships with a wide range of personalities and departments.
• Strong organizational and project management skills with the keen ability to multitask.
• Technical aptitude – quick to develop a deep understanding of new software and resources needed to amplify value + revenue generation.
• Understanding of ecommerce infrastructures, tech stacks, and integrations with ability to speak across stakeholder groups from CTOs to  ICs.
• Strong retail / commercial acumen and adept at navigating large complex organizations, matrixed decision-making, working with multiple stakeholders both internally and externally at both the executive and IC levels.
• Proven ability to analyze complex situations and develop actionable insights and tangible plans to lead a cross functional team towards key objectives.
• Demonstrate a high-degree of customer-centric thinking, behavior and track record of experience working cross-functionally between sales and support teams.
• Ideally possessing business level Mandarin and English proficiency to liaise with our Mandarin and English speaking clients

At Shopify, we are committed to building and fostering an environment where our employees feel included, valued, and heard. Our belief is that a strong commitment to diversity and inclusion enables us to truly make commerce better for everyone. We strongly encourage applications from Indigenous peoples, racialized people, people with disabilities, people from gender and sexually diverse communities and/or people with intersectional identities.