Head of Merchant Success

Salla, a pioneering e-commerce enabler platform in Saudi Arabia, is on the lookout for a Head of Merchant Success.

This key leadership role is aimed at ensuring that our merchants achieve their utmost potential through our platform.

As the Head of Merchant Success, you will be responsible for crafting and executing a comprehensive strategy that enhances merchant satisfaction, retention, and overall success.

You will lead a dynamic team of Merchant Success Managers, guiding them to foster strong relationships with our merchant base and ensuring that our platform continuously meets their evolving needs. Your expertise will drive the development of success programs, initiatives, and processes that empower our merchants to thrive in the competitive e-commerce landscape.

Responsibilities:

• Develop and implement a merchant success strategy that aligns with Salla’s overall business objectives.

• Oversee and lead the Merchant Success team, providing mentorship and professional development opportunities.

• Foster strong relationships with key merchants, understanding their needs and challenges to offer tailored solutions.

• Analyze merchant feedback and performance data to identify areas for improvement and implement actionable strategies.

• Collaborate with product, sales, and marketing teams to ensure alignment in delivering value to our merchants.

• Lead initiatives to enhance the onboarding experience and adoption of platform features among merchants.

• Establish metrics and KPIs to measure the success of merchant engagement initiatives and generate insights for continuous improvement.

• Stay informed of industry trends and best practices to drive innovation in merchant success strategies.

• Analytical Skills and familiar with analytical tools.

• Overseeing and managing Simultaneous projects.

• Bachelor’s degree in Business Administration, Marketing, or a related field; MBA preferred.

• A minimum of 7 years of experience in customer success, Sales & Account management, Marketing, or a related field, with a proven track record of achievements.

• Strong understanding of e-commerce platforms and the challenges faced by merchants.

• Demonstrated success in customer retention, growth, and relationship management.

• Exceptional leadership and team-building skills, with the ability to motivate and inspire others.

• Proficient in data analysis and performance metrics to inform decision-making.

• Excellent communication and interpersonal skills.

• Ability to thrive in a fast-paced, dynamic environment.

Work From Home

Training & Development

Performance Bonus