Shopline (M) Sdn Bhd – KL

Head of Merchant Success (Experience & Renewal) – MYR 13,000 – MYR 18,200

  • Building and Leading the Merchant Success – Merchant Experience & Renewal Team of SHOPLINE Malaysia.
  • Design and apply the protocol to provide excellent onboarding experience for new sellers.
  • Maintain growth of assigned clients and develop effective client retention strategies.
  • Manage a team of merchant success staff to deliver high quality customer services support.
  • 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, product marketing and logistics team to support on the merchant solutions adoption and penetration rate.
  • 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 Will You Need:

  • Degree Holder or equivalent
  • At least 8-10 years of Merchant Success/Account Management experiences, with minimum +2 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 and English

It’d a plus if u 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

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