Head of Merchant Excellence

📋 Description

• Strategic Architecture: set global Partner Ops strategy incl. in-house vs BPO.
• Product & Tech Influence: shape roadmap; voice of the merchant.
• Operational Leadership: lead ~80 colleagues; define world-class KPIs.
• Stakeholder Management: advise SLT and C-suite; data-driven solutions.
• Culture & People Development: foster high-performance culture; drive engagement.
• On-Call Support: 24/7 rota ~2 weeks per quarter.

🎯 Requirements

• Scale Experience: leadership in large-scale, international ops.
• Strategic Influence: build trust with local market senior mgmt and global execs.
• Operational Rigor: proven scaling of customer care in fast-paced tech.
• Technical Savvy: CRM systems (Salesforce) and analytics (Excel pivots, INDEX MATCH); SQL a plus.
• People Management: experience managing managers of managers.
• Communication: concise docs bridging ops and executive strategy.

🎁 Benefits

• Make a Visible Impact: strategy affects thousands of merchants.
• Fast-Track Progression: at the Merchant Leadership forefront.
• Autonomy and Ownership: fast-paced with accountability for your department.