Head of Merchant Success (Locate in Japan)

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 Powered by JazzHR