Head of Customer Success (eCommerce)

SHOPLINE; Singapore; On-site; SGD 120,000 - 160,000; Full time

Job summary

A leading smart commerce platform in Singapore is seeking a Head of Customer Success to define growth strategies for merchants. This role requires over 8 years of experience in customer-facing roles, with a focus on team leadership and eCommerce. Responsibilities include guiding a Merchant Success team, collaborating with various departments to enhance the merchant experience, and ensuring effective execution. This is an opportunity to lead in a dynamic environment dedicated to empowering merchants.

Qualifications

• 8+ years of experience in a customer-facing role with team-leading background.
• Track record of establishing Customer Success programs that drive relationships and retention.
• Exceptional communication ability and understanding of eCommerce customer concerns.

Responsibilities

• Define product solution plans and growth strategy for merchants.
• Act as a trusted advisor for merchants by understanding their business.
• Build and mentor the Merchant Success team.

Skills

Customer relationship management

Team leadership

E-commerce business acumen

Communication skills

Analytical skills

Job description

Head of Customer Success (eCommerce) – SHOPLINE – Singapore, Singapore, SG

Overview

SHOPLINE is Asia’s largest smart commerce platform. We provide services including online store opening, O2O solutions, retail POS systems, advertising placement, business strategy consultation, marketing, and more to empower merchants in omnichannel and cross‑border commerce.

Responsibilities

• Define and build product solution plans and growth strategy for merchants while prioritizing retention.
• Act as a trusted advisor for merchants by understanding their business, competitive landscape, and product demands.
• Build a strong Merchant Success team: recruit, mentor and coach talent, create a talent roadmap to ensure consistent engagement.
• Collaborate cross‑functionally and gather feedback from Product, Marketing, Sales, Support and other departments to improve the merchant experience.
• Analyse and leverage key insights to cultivate an expansive culture of Merchant Success.
• Ensure steady and robust execution by teams in delivering exceptional experiences for our merchants.

Qualifications

• 8+ years of experience in a customer‑facing role with team‑leading background.
• Demonstrated track record of establishing Customer Success programs that drive strong relationships, retention, and growth.
• Experience building and growing an eCommerce business preferred.
• Exceptional communication ability and deep understanding of eCommerce customer concerns.
• Self‑motivated and accountable for results.
• Proven experience navigating complexity, working successfully in an environment of constant change with rapidly rising expectations.

Benefits

Benefits not listed in the original description; omitted to keep content focused.