Job Description / Skills Required
Requisition ID: R13781
Drive people, process, and technology improvement initiatives to optimize Merchant loyalty, satisfaction and growth
Manage multiple projects and support a team in a demanding and rapidly changing, global environment
Develop deep understanding of the merchant lifecycle, experience, tools and opportunities. Advocate on behalf of the Merchant to create and ensure a consistent, frictionless and valuable experience
Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change
Lead onboarding and education of our merchants to drive satisfaction and deflect contacts including content development and management, messaging/engagement strategy and overall experience
Enhance current merchant segmentation; define and implement experiences for the different tiers across all touch points in partnership with key stakeholders.
Identify, test and implement solutions to support internal teams as well as deepen our relationships with merchants, provide additional value and create new revenue opportunities
Create robust measurement and reporting for all initiatives as well as overall portfolio and satisfaction dashboards to track progress, assess impact of initiatives and share results and learnings with key stakeholders and leadership
Manage all key aspects of product/service launch readiness relevant to the business programs supported in conjunction with implementations resources
Develop and lead a high performing team to deliver on all initiatives.
MBA or advanced degree in Business, Marketing or a related field required.
Broad knowledge of business process improvement methodologies
10+ years experience in strategy development, management consulting, change management, or related business process
Call center, sales and revenue generation experience preferred
Demonstrated experience leading cross functional programs/projects in a high pressure environment with high focus on analytics
Proven ability to lead both formally and informally
Working knowledge of contact center/service industry preferred
Groupon provides a global marketplace where people can buy just about anything, anywhere, anytime. We’re enabling real-time commerce across an expanding range of categories including local businesses, travel destinations, consumer products, and live or lively events. At the same time, we are providing advertising options and tools that merchants can use to grow and manage their businesses. Culturally, we believe that great people make great companies and that starting with the customer and working backward moves us forward. Community matters to us on an internal, local and global scale—it’s fundamental to our company’s growth and to the well-being of the world at large. We also value self-awareness, candor, lunch and WiFi. If we match with you, please apply to join us.