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- Tasks: Lead international teams to enhance merchant success and drive engagement across EMEA and Australia.
- Company: High-growth, tech-led ecommerce logistics business with a focus on innovation.
- Benefits: Comprehensive medical coverage, life assurance, pension scheme, and remote work flexibility.
- Other info: Join a purpose-driven organisation at a pivotal stage of international growth.
- Why this job: Shape global strategy and make a meaningful impact in a fast-paced environment.
- Qualifications: Proven leadership in customer success, strong coaching skills, and experience in ecommerce or SaaS.
The predicted salary is between 43200 - 72000 ÂŁ per year.
We are partnering with a high-growth, technology-led ecommerce logistics business to appoint a Director of Merchant Success to lead international markets across EMEA and Australia. This is a senior leadership role for someone who thrives in fast-paced, high-performance environments and has a strong track record in customer success, retention, and team leadership at scale. You will play a critical role in shaping strategy, building structure in emerging markets, and elevating the end-to-end merchant experience globally.
The Opportunity
Reporting into the Vice President of Merchant Success, you will lead a distributed team of Managers and Merchant Success professionals responsible for driving merchant engagement, adoption, retention, and growth across international markets. This role combines strategic ownership, people leadership, and hands-on escalation management, with significant influence across Operations, Revenue, Product, and Pricing teams. You will help define what “best-in-class” Merchant Success looks like outside of North America and ensure it scales sustainably.
What You’ll Be Responsible For
- Establishing a unified operating model across Europe and APAC, aligned to a global Merchant Success framework
- Owning retention strategy and escalation management for international markets, with a strong focus on churn mitigation
- Building and scaling an international talent model, including coaching, performance management, and leadership development in a remote-first environment
- Laying the foundation for mid-market readiness internationally, supporting complex, cross-border merchant needs
- Partnering closely with Operations, Revenue, Product, Pricing, and Commercial leaders to deliver a seamless merchant experience
- Leading and developing multiple Merchant Success leaders and individual contributors
- Driving measurable outcomes across merchant satisfaction, optimization, net revenue retention, and margin health
- Acting as the senior voice of the customer internally, championing solutions to recurring pain points
- Supporting strategic initiatives that strengthen long-term merchant advocacy and expansion
What We’re Looking For
- Proven experience leading high-performing customer success or merchant success teams
- Background managing a book of business, either directly or through leaders
- Strong coaching and leadership capability, with experience developing Managers and senior ICs
- Ability to build trusted relationships with senior business owners and executive stakeholders
- Commercially minded, with a clear focus on retention, revenue outcomes, and customer value
- Experience driving cross-functional initiatives in complex, fast-growing organisations
- Comfortable handling complex escalations and operating at both strategic and tactical levels
- Experience within ecommerce, logistics, SaaS, or technology-enabled services is highly desirable
Location & Working Model
Fully remote role based in the United Kingdom, leading international teams across EMEA and Australia.
Benefits & Rewards
- Comprehensive medical and wellness coverage
- Life assurance and income protection
- Pension scheme
- Opportunity to join a high-performance, purpose-driven organisation at a pivotal stage of international growth
If you are a senior Merchant Success leader looking to shape international strategy, build exceptional teams, and make a meaningful impact in a global business — we would love to speak with you.
Director, Merchant Success (International Markets) employer: Expand Group
Contact Detail:
Expand Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director, Merchant Success (International Markets)
✨Tip Number 1
Network like a pro! Reach out to connections in the ecommerce and logistics space. Attend industry events or webinars, and don’t be shy about introducing yourself. We all know that sometimes it’s not just what you know, but who you know!
✨Tip Number 2
Prepare for those interviews by researching the company inside out. Understand their mission, values, and recent developments. We want you to show them you’re not just another candidate, but someone who genuinely cares about their success.
✨Tip Number 3
Practice your pitch! You’ll need to articulate your experience in customer success and team leadership clearly. We suggest rehearsing with a friend or in front of a mirror until you feel confident and natural.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Director, Merchant Success (International Markets)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that align with the Director of Merchant Success role. Highlight your leadership experience, especially in customer success and retention, to show us you’re the right fit for this high-performance environment.
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about merchant success and how your background in ecommerce or logistics makes you the perfect candidate. Don’t forget to mention specific achievements that demonstrate your impact!
Showcase Your Strategic Thinking: In your application, we want to see your ability to think strategically. Share examples of how you've shaped strategies or built structures in previous roles, particularly in international markets. This will help us understand your vision for the role.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you don’t miss out on any important updates. Plus, it shows us you’re keen to join our team!
How to prepare for a job interview at Expand Group
✨Know Your Numbers
As a Director of Merchant Success, you'll need to demonstrate your understanding of key metrics. Be prepared to discuss specific examples of how you've driven retention and revenue outcomes in previous roles. Bring data that showcases your impact on customer satisfaction and growth.
✨Showcase Leadership Skills
This role requires strong coaching and leadership capabilities. Prepare to share stories about how you've developed high-performing teams and managed complex escalations. Highlight your experience in building trust with senior stakeholders and how you’ve influenced cross-functional initiatives.
✨Understand the Market Landscape
Familiarise yourself with the eCommerce and logistics landscape, especially in EMEA and Australia. Research current trends and challenges in these markets. This knowledge will help you articulate how you can shape strategy and enhance the merchant experience effectively.
✨Prepare for Scenario Questions
Expect to face scenario-based questions that assess your problem-solving skills. Think about past challenges you've faced in customer success and how you resolved them. Be ready to discuss your approach to churn mitigation and how you would handle escalations in a remote-first environment.