UK & HK Account Manager (Merchant Success Associate, Relationship)
Job Description
SHOPLINE is Asia’s largest smart commerce platform. With our customers in mind, we strive to deliver scalable commerce solutions to merchants of all sizes. We’re a full-featured platform with services including online store opening, OMO solution, retail POS systems, business strategy consultation, marketing, and more to empower merchants to succeed in omnichannel retailing and cross-border commerce.
WHAT YOU'LL BE DOING
Manage a portfolio of our 20+ UK (Primarily) & HK merchants and develop a high level of customer engagement with your contact and key decision-makers within your accounts through calls, emails;
Lead retention strategies and day-to-day merchant support for UK-based accounts to maximize lifetime value and minimize churn;
Gain an understanding of merchants’ business model and be able to leverage this information to ensure that the customer adopt to SHOPLINE’s solution and features;
Effectively prioritize your time and energy based on merchant type and size in order to maximize impact on business;
Provide effective feedback to the product team to prioritise development tasks and suggest new product features;
Track feature request progress, document merchant inquiries in organized spreadsheets, and oversee accounts receivable to ensure the timely collection of outstanding balances
Be a strong advocate for our brand and product, interact and build a community of loyal customers;
WHO WE'RE LOOKING FOR
Bachelor degree or equivalent, preferred in e-commerce but not necessary
Experience in any customer facing, customer-focused attitude, commercial driven
Work under pressure and good time management skills
We offer flexible working hours, with the expectation that you may need to step in during off-peak hours or evenings to handle urgent incidents from UK merchants
Self starter, independent problem solver and good team player
Proficiency in speaking and writing both English and Chinese
Excellent customer service skills, effective interpersonal, presentation and communication skills
Detail-minded, high organisational and able to manage multi-tasks skills
Positive attitude, patient with people and willing to learn
Curious and interested in technology and new products
Immediate available is highly preferred
WHY YOU SHOULD JOIN US
Our team is smart, friendly, self-driven, and passionate about the work we do.
We work in a collaborative open space where we encourage creativity and ideas flow freely.
You’ll be able to steer the future road map to improve our products, big or small, and see the results of your products reach our customers.
Flat structure environment, you will be able to work independently and make your own choices.
We provide guidance and mentorship to polish your technical skills as well as your entrepreneurship mindset.
Ability to deploy and launch your work daily. No need to wait for lengthy management approval.
To stand out from the crowd, we highly encourage you to sign up for a free 14-day trial of SHOPLINE to set up your store and test out the platform. Through this practice, you can upload your logo and products, pick any theme and layout that fit your “products’” image and branding etc. Feel free to include your store URL in your resume as a valuable showcase!