Merchant Services Team Leader

Sydney, AU

Job Description / Skills Required

Requisition ID: R13470
Our Merchant Services team seeks to create win-win-win opportunities for Groupon, its business partners and customers. Building strong relationships with our merchants, our Merchant Services team provide post-deal support to ensure that merchants are able to maximize the true and full potential of running a Groupon campaign.

Working alongside our Sales team, this is a high-volume environment and you will have allocated touch points for the client journey. The role of Merchant Services Manager is to own the end-to-end management of our client service journey. You will manage a team of Account Managers who are dedicated to specific verticals, while supporting a teams of Business Development and Partner Development Managers with delivering the best campaigns for our clients.

Specifically this role will focus on the management and development of the team as well as any efficiency improvements which will assist in driving Groupon ANZ’s our Customer and Merchant satisfaction to new levels.

Day to day responsibilities:

Provide strong day-to-day leadership and direction for the Merchant Services team, while shaping its long-term strategic direction.
Successfully and continuously manage the workflow of the team, and Groupon’s globally-governed processes
Represent the Merchant Services and support teams at internal and client-facing meetings
Ensure that your team is compliant with processes and committed to providing a positive experience for all Groupon merchants
Help the team to understand the wealth of technology and internal tools that drive the Groupon eco-system, to ensure seamless internal workflow as well as our merchants’ comfort with the platform
Apply a solution-based approach to using analytics to improve the merchant experience both pre- and post- deal
Demonstrate effective relationship and stakeholder management skills, as well as a strong analytical capabilities.
The ideal candidate:

Proven experience and passion for inspiring and development of staff
Strong negotiating and influencing skills and the ability to consult / liaise with internal and external stakeholders to achieve mutually beneficial outcomes
Experience in a target driven (preferably) sales or account management environment (inbound or outbound call centre environment)
Process optimisation of sales and account management processes
Strategic vision and being able to translate and present it to specific actions and plans
Experience in skills gap analysis, design & deliver training to address skills needs
Relevant industry experience in Ecommerce, Online, Media/Advertising or Marketing, highly desirable
What you get in return

Experience working for one of the fastest growing ecommerce companies in the world with unparalleled career opportunities
Comprehensive induction to the business at our Sydney HQ and ongoing training
Work in our awesome break-out area, Free Groupon credits and discounts on deals, Birthday Leave, Weekly Friday night drinks & awards, Charity & Community initiatives, Social Club and much, much more!
Interested? We'd love to hear from you!

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.