eCommerce Merchant Success

Jumpstart commerce sdn bhd; Kuala Lumpur; On-site; MYR 60,000 - 90,000; Full time

Job summary

Jumpstart Commerce Sdn Bhd is seeking an eCommerce Merchant Success professional in Kuala Lumpur to support merchant partners in achieving their eCommerce goals. This full-time role sits at the intersection of brand management and customer success, nurturing relationships to maximize platform presence and drive sustainable growth.

You will onboard new merchants, monitor performance, and collaborate with marketing, product, and operations to resolve challenges, share best practices, and

Qualifications

• Experience in account management, customer success, or merchant relations within an eCommerce or digital platform environment.
• Understanding of eCommerce operations (inventory management, order fulfilment, digital marketing, and customer experience).
• Strong communication and interpersonal skills with the ability to build relationships with diverse stakeholders.
• Data-driven mindset with proficiency in analysing performance metrics and translating insights into actionable recommendations.
• Familiarity with eCommerce platforms, merchant management systems, or relevant CRM tools.
• Ability to manage multiple merchant accounts simultaneously whilst maintaining high service standards.
• Knowledge of the Southeast Asian eCommerce landscape and local market dynamics is advantageous.
• Bachelor's degree in Business, Marketing, Commerce or related field preferred.

Responsibilities

• Provide proactive support and guidance to assigned merchant accounts, serving as their primary point of contact for platform-related enquiries and optimisation opportunities.
• Monitor merchant performance metrics and identify opportunities for growth, offering strategic recommendations to improve sales, conversion rates, and customer engagement.
• Onboard new merchants to the platform, ensuring smooth integration and providing comprehensive training on platform features, tools, and best practices.
• Develop and execute merchant success plans tailored to individual business objectives and industry verticals.
• Collaborate with internal teams including marketing, product, and operations to resolve merchant challenges and implement solutions.
• Conduct regular check-ins and business reviews with key merchant partners to assess satisfaction, identify risks, and explore expansion opportunities.
• Create and share educational resources, case studies, and performance benchmarks to help merchants optimise their eCommerce strategies.
• Maintain accurate records of merchant interactions, performance data, and account activity within CRM systems.
• Identify trends in merchant feedback and escalade systemic issues to relevant departments for continuous platform improvement.

Skills

Account management

Customer success

Merchant relations

Data analysis

Communication

Problem solving

CRM tools

Education

Bachelor's degree in Business/Marketing/Commerce

Tools

CRM tools

Job description

About the role

Jumpstart Commerce Sdn Bhd is seeking an eCommerce Merchant Success professional to join our dynamic team in Kuala Lumpur. This is a full-time position that sits at the intersection of brand management and customer success, playing a pivotal role in supporting our merchant partners to achieve their eCommerce goals. As eCommerce Merchant Success, you will be responsible for nurturing relationships with our key merchants, ensuring they maximise their presence on our platform and achieve sustainable growth. This role is strategically important to our business as it directly impacts merchant satisfaction, retention, and revenue generation.

Key responsibilities

• Provide proactive support and guidance to assigned merchant accounts, serving as their primary point of contact for platform-related enquiries and optimisation opportunities
• Monitor merchant performance metrics and identify opportunities for growth, offering strategic recommendations to improve sales, conversion rates, and customer engagement
• Onboard new merchants to the platform, ensuring smooth integration and providing comprehensive training on platform features, tools, and best practices
• Develop and execute merchant success plans tailored to individual business objectives and industry verticals
• Collaborate with internal teams including marketing, product, and operations to resolve merchant challenges and implement solutions
• Conduct regular check-ins and business reviews with key merchant partners to assess satisfaction, identify risks, and explore expansion opportunities
• Create and share educational resources, case studies, and performance benchmarks to help merchants optimise their eCommerce strategies
• Maintain accurate records of merchant interactions, performance data, and account activity within CRM systems
• Identify trends in merchant feedback and escalade systemic issues to relevant departments for continuous platform improvement

What we're looking for

• Proven experience in account management, customer success, or merchant relations within an eCommerce or digital platform environment
• Strong understanding of eCommerce operations, including inventory management, order fulfilment, digital marketing, and customer experience
• Excellent communication and interpersonal skills with the ability to build strong relationships with diverse stakeholders
• Data-driven mindset with proficiency in analysing performance metrics and translating insights into actionable recommendations
• Problem-solving capabilities and a proactive approach to identifying and resolving merchant challenges
• Familiarity with eCommerce platforms, merchant management systems, or relevant CRM tools
• Ability to manage multiple merchant accounts simultaneously whilst maintaining high service standards
• Knowledge of the Southeast Asian eCommerce landscape and local market dynamics is advantageous
• Bachelor's degree in Business, Marketing, Commerce, or a related field is preferred

What we offer

At Jumpstart Commerce Sdn Bhd, we are committed to supporting the growth and wellbeing of our team members. We offer competitive remuneration packages, comprehensive health and wellness benefits, and opportunities for continuous professional development. We foster a collaborative and innovative work culture where your contributions are valued and your career progression is supported. As part of our commitment to work-life balance, we provide flexible working arrangements and a supportive work environment that encourages creativity and excellence.

About us

Jumpstart Commerce Sdn Bhd is a leading eCommerce enablement platform dedicated to empowering merchants and businesses across Southeast Asia. Our mission is to simplify eCommerce operations and provide merchants with the tools, insights, and support they need to succeed in the digital marketplace. We are passionate about driving innovation in the eCommerce space and building long-term partnerships with our merchant community. With a talented team and a customer-centric approach, we are transforming how businesses sell online and creating sustainable growth opportunities in the digital economy.