Introduction to the Job
Shopify is a global leader in digital commerce, empowering entrepreneurs and enterprises to scale their businesses. Since 2006, Shopify has helped millions of merchants across 175 countries generate over $1 trillion in sales. As a remote-first company, Shopify fosters an innovative and inclusive work environment.
We are looking for a Merchant Success Manager (M4) for the APAC region, based in Singapore. This role is ideal for someone passionate about helping high-growth businesses thrive. If you are a strategic thinker with expertise in e-commerce, SaaS, and omni-channel retail, this is an opportunity to lead a team and make a significant impact.
Responsibilities
As a Merchant Success Manager, you will play a crucial role in helping Shopify’s high-growth merchants maximize their potential. Your key responsibilities include:
- Team Leadership: Lead and manage a team of Merchant Success Managers to provide best-in-class support to Shopify merchants.
- Performance Management: Monitor and drive key performance indicators (KPIs) such as GMV growth, retention, product adoption, and merchant satisfaction.
- Stakeholder Collaboration: Work cross-functionally with global and regional teams to ensure seamless merchant experiences and strategic execution.
- Merchant Engagement: Build strong relationships with Shopify Plus merchants by offering strategic guidance and product solutions to drive success.
- Process Optimization: Identify areas for improvement, recommend solutions based on data analysis, and enhance operational efficiencies.
- Thought Leadership: Represent Shopify at industry events, networking functions, and executive business reviews to advocate for merchant success.
- Crisis Management: Serve as the escalation point for complex merchant issues, ensuring rapid resolution and high customer satisfaction.
Qualifications
To excel in this role, you should have:
- Industry Expertise: Extensive experience in e-commerce, SaaS, retail, and omni-channel commerce across the APAC region.
- Leadership Experience: Proven ability to manage, coach, and grow high-performing teams.
- Stakeholder Management: Strong background in executive-level relationship building and strategic planning.
- Data-Driven Approach: Ability to analyze trends, use AI-driven insights, and implement data-backed strategies.
- Tech Proficiency: Familiarity with Shopify’s ecosystem, integrations, and third-party tools.
- Bilingual Skills: Business-level proficiency in Mandarin and English (preferred for liaising with diverse stakeholders).
Benefits
At Shopify, we offer a comprehensive benefits package designed to support your professional and personal growth:
- Remote Work Flexibility: Work from anywhere with access to world-class collaboration tools.
- Career Growth: Access to training programs, mentorship, and leadership development opportunities.
- Health & Wellness: Comprehensive healthcare plans, mental wellness programs, and fitness reimbursements.
- Work-Life Balance: Generous paid time off, parental leave, and flexible scheduling.
- Financial Security: Competitive salary, equity options, and performance-based bonuses.
- Community & Culture: Inclusive and diverse workplace with employee resource groups and networking opportunities.
Applying Guide
Ready to make an impact at Shopify? Follow these steps to apply:
- Prepare Your Resume: Highlight relevant experience, leadership skills, and strategic expertise.
- Customize Your Cover Letter: Showcase your understanding of Shopify’s mission and how your background aligns with this role.
- Apply Online: Submit your application through Shopify’s official careers page.
- Ace the Interview: Be prepared to discuss your experience, problem-solving skills, and strategic vision for merchant success.
- Follow Up: Keep track of your application status and engage with Shopify recruiters on LinkedIn for updates.
Frequently Asked Questions (FAQs)
- What does a Merchant Success Manager do at Shopify?
A Merchant Success Manager helps Shopify merchants grow their businesses by offering strategic advice, support, and solutions tailored to their needs. - Is this a remote job?
Yes, this role is fully remote and based in Singapore, supporting merchants across the APAC region. - What experience do I need to apply?
You should have significant experience in e-commerce, SaaS, retail, leadership, and stakeholder management. - Does Shopify provide training and career growth opportunities?
Absolutely! Shopify offers structured training, mentorship, and leadership development programs to support your career progression. - How do I increase my chances of getting hired?
Tailor your resume to showcase your e-commerce expertise, leadership experience, and data-driven approach. Engage with Shopify’s recruitment team and industry professionals on LinkedIn.
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