Head of Merchant Success (Remote) at Bumpa

Bumpa is building the future of commerce in Africa. Commerce is becoming ever more digital, the way we sell, buy and exchange value is changing faster than ever. Buyers want more convenient ways to buy, pay for products/services, and engage businesses while Sellers want more control over how they sell, manage their business, engage their customers, and collect customer data.

Bumpa is redefining commerce in Africa by building the infrastructure that is powering digital commerce on the continent for small business owners (SBOs).

We are recruiting to fill the position below:

Job Title: Head of Merchant Success

Location: Lagos (Remote)
Employment Type: Full-time

Job Description

• As Head of Merchant Success for Bumpa, you will be responsible for planning, developing, and implementing merchant success strategies based on Bumpa’s vision and objectives.
• You will be responsible for building out the Merchant Success function for Bumpa; which includes being responsible for supporting small business owners on Bumpa be successful, curating the end-to-end experience of SBOs and their customers from onboarding and ongoing usage of our products, growing and developing a team and designing playbooks to provide our SBOs with guidance, best practices, and strategic help to grow and succeed.
• We are looking for someone who is excited and interested in building the Merchant Success team, tools, and strategies from the ground up.
• Build a world-class Merchant Success team by recruiting, mentoring, and coaching talent and creating a talent roadmap for the team
• Provide leadership, strategic direction, and management to the customer success team, establishing a customer-focused, result-oriented, and performance-based culture across the organization
• Develop and execute the SBO success, experience, and support strategy to increase SBO satisfaction, retention, transaction volume, revenue, and LTV (Track, analyze, report, and continuously improve these metrics)
• Collaborate cross-functionally and gather feedback from Product, Marketing, Sales, Support, and other departments to improve the SBO experience, delight the SBOs, help them succeed and accelerate Bumpa’s growth
• Define customer success criteria and advocate on the SBO’s behalf driving customer advocacy and challenging the status quo; ensuring the SBOs
• Set up, manage, and continuously improve the channels of engagement with our SBOs to make it easy for them to reach us and have their needs met.

Qualifications

• This role requires a deep local market knowledge, and also functional experience in merchant acquisition, account management, consulting, support, business operations, financial transaction processing knowledge and business development.
• A background in customer-facing roles. Over 5 years experience with at least 3 years in Merchant Success is required; experience in managing customers and enabling customer’s success in an e-commerce/fintech organisation
• Experience in building a Success Team from ground up. Entrepreneurial experience is a plus, launched a business or a form of undertaking that demonstrates you have the vision and drive of a successful entrepreneur
• An exceptional leader with proven experience in navigating complexity in similar organisations with constant change, few rules and structures and with rapidly rising expectations
• Good foresight, creativity and strong analytical skills. Ability to come up with innovative ways to solve problems by using a data-informed approach, connecting the dots and nailing down root causes for problems, and translating strategic directions into action
• Advanced spreadsheet and presentation skills; interpreting data to drive business improvement
• Proficiency in composing concise, accurate, and appropriately targeted communications - both verbal and written with the ability to influence stakeholders and facilitate agreement among individuals with different interests and/or competing priorities
• Ability to understand and communicate local market needs and operate in an ever evolving, ambiguous environment.

Application Closing Date
Not Specified.