Director, Merchant Success

November 25

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ShipBob, Inc.

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eCommerce • Logistics • SaaS

ShipBob, Inc. is a comprehensive 3PL (third-party logistics) service provider specializing in e-commerce order fulfillment. They offer a full stack fulfillment platform with OMS, IMS, RMS, ERP, and analytics to automate and streamline fulfillment processes. With a focus on omnichannel and B2B capabilities, ShipBob assists businesses in selling across online and in-person channels while offering services like inventory management, customization for unique unboxing experiences, and end-to-end managed freight. Their global network enables efficient 2-day shipping across the continental US and facilitates global expansion with fulfillment centers in multiple countries. Additionally, ShipBob integrates with popular eCommerce platforms like Shopify and Amazon, supporting a wide range of industries including health, beauty, and apparel. Their technology-driven approach enhances supply chain automation, providing reliable and transparent logistics solutions worldwide.

501 - 1000 employees

Founded 2014

🛍️ eCommerce

☁️ SaaS

💰 $200M Series E on 2021-06

📋 Description

• Establish a unified operating model across Europe and APAC, ensuring consistent processes, playbooks, merchant engagement standards, and performance expectations that are aligned to the Global Merchant Success framework. • Serve as the strategic escalation and retention owner for international markets, inspiring rigor around churn identification and mitigation programs. • Build and scale the international talent model, with a focus on upleveling strategic relationship management capabilities and establishing a repeatable approach to team development in a remote-first environment. • Create the foundation for Mid-Market readiness internationally, ensuring we have the expertise, operational rigor, and customer-centric engagement model required to handle complex, cross-border merchant needs. • Partner closely with Operations and Revenue cross-functional leaders to deliver a seamless experience for merchants. • Oversee multiple Merchant Success leaders and individual contributors to prioritize key targets including merchant optimization, retention, and satisfaction. • Partner closely with Merchant Success leadership team to develop and execute strategic plans at scale to enhance merchant satisfaction, retention, and growth. • Coach the team to create exceptional experiences that deliver value and ROI for ShipBob’s customers, achieving both portfolio and individual developmental goals. • Define clear goals and expectations and lead the team in achieving them. • Maintain a deep understanding of customer pain points and issues and champion solutions throughout the organization. • Closely collaborate with key internal partners including Pricing, Product, Operations, and Revenue to deliver merchant and business outcomes. • Manage complex escalations, as needed, and coach the team on how they can handle escalations more efficiently. • Maintain a deep understanding of ShipBob’s products, our industry and how our solutions deliver value for our customers. • Retain and grow the revenue for existing ShipBob customers, owning the net retention rate of your customer base. • Run key initiatives for margin health with your team. • Additional duties and responsibilities as necessary.

🎯 Requirements

• Experience leading high-performing teams. • Experience managing a book of business in a current or past role. • Ability to coach, support, and develop talented Managers and individuals within Merchant Success. • Ability to inspire Merchant Success Managers and Managers to expand and build new relationships with senior business owners and executive stakeholders. • Promote a customer-centric culture focused on mitigating risk and delivering positive revenue outcomes. • Experience driving strategic initiatives through cross departmental networking and collaboration.

🏖️ Benefits

• Medical and Wellness Benefits • Life Assurance • Income Protection • Pension Scheme • See Our High-Performing Culture >>>