Director in London

Location: Remote (UK)

Salary: £90-120k base + 30% OTC

Would lead an 8 person team spread across UK, Europe and Australia. English speaker. At least 5 years experience in a similar role. Priority will be logistics, supply chain, transportation experience.

Role Description

The Director of Merchant Success – International Markets will lead a team consisting of a Manager and Merchant Success Managers across EMEA and Australia, driving the success, retention, and growth of international customer accounts. This role requires a proven leader with a strong background in full-lifecycle success management, with a focus on customer engagement, adoption, and advocacy. You will manage complex escalations, develop and coach team members in real time, and ensure a consistently high customer experience across regions. Working closely with global Merchant Success leadership, you will help design and execute strategic programs focused on retention, engagement, and advocacy, while building strong executive-level relationships. This role plays a critical part in strengthening international markets by creating structure, consistency, and scalable processes to support long-term growth. The position reports to the Vice President of Merchant Success.

What You’ll Do

• Establish a unified operating model across Europe and APAC, ensuring consistent processes, playbooks, engagement standards, and performance expectations aligned to a global success framework
• Act as the strategic escalation and retention owner for international markets, driving rigor around churn identification and mitigation
• Build and scale the international talent model, with a focus on developing strategic relationship management skills in a remote-first environment
• Create the foundation for international mid-market readiness, ensuring the expertise and operational rigor required to support complex, cross-border customer needs
• Partner closely with Operations and Revenue leaders to deliver a seamless customer experience
• Lead and develop multiple Merchant Success leaders and individual contributors, prioritizing optimization, retention, and satisfaction
• Collaborate with senior Merchant Success leadership to execute scalable strategies that enhance customer satisfaction, retention, and growth
• Coach teams to deliver measurable value and ROI for customers while supporting individual development goals
• Define clear objectives and lead teams to consistently achieve performance expectations
• Maintain deep insight into customer pain points and advocate solutions across the organization
• Collaborate with internal partners including Pricing, Product, Operations, and Revenue to drive customer and business outcomes
• Manage complex escalations and coach teams on effective escalation handling
• Maintain strong knowledge of products, industry trends, and how solutions deliver customer value
• Own net revenue retention across the international customer base
• Lead initiatives focused on margin health
• Perform additional duties as required

What You’ll Bring

• Experience leading and scaling high-performing teams
• Experience managing a book of business in a current or previous role
• Strong coaching and development capabilities for both managers and individual contributors
• Ability to build and expand relationships with senior leaders and executive stakeholders
• A customer-centric mindset with a focus on risk mitigation and positive revenue outcomes
• Experience driving strategic initiatives through cross-functional collaboration

Perks & Benefits

• Medical and wellness benefits
• Life assurance
• Income protection
• Pension scheme

We recognise that experience comes in many forms. If your background aligns closely with this role, even if not every requirement is met, you are encouraged to apply. Diversity of experience, perspective, and skillsets drives innovation and excellence.

About You

This is a fast-paced, performance-driven environment best suited to individuals who thrive in dynamic, collaborative settings. You are accountable, adaptable, and motivated by complex challenges. Every team member is expected to take ownership, roll up their sleeves, and contribute to solving real-world problems in a global supply chain environment.

Equal Opportunity Statement

We are committed to providing equal employment opportunities and prohibit discrimination and harassment of any kind. This policy applies to all aspects of employment, including recruitment, hiring, promotion, compensation, and training.