Director, Merchant Success (International Markets)

We're partnering with ahigh-growth, technology-led ecommerce logistics businessto appoint aDirector of Merchant Successto lead international markets acrossEMEA and Australia.

This is a senior leadership role for someone who thrives in fast-paced, high-performance environments and has a strong track record incustomer success, retention, and team leadershipat scale. You'll 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'll lead a distributed team of Managers and Merchant Success professionals responsible for drivingmerchant engagement, adoption, retention, and growthacross international markets.

This role combinesstrategic ownership,people leadership, andhands-on escalation management, with significant influence across Operations, Revenue, Product, and Pricing teams. You'll 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 aunified operating modelacross Europe and APAC, aligned to a global Merchant Success framework
• Owningretention strategy and escalation managementfor international markets, with a strong focus on churn mitigation
• Building and scaling aninternational talent model, including coaching, performance management, and leadership development in a remote-first environment
• Laying the foundation formid-market readinessinternationally, supporting complex, cross-border merchant needs
• Partnering closely withOperations, Revenue, Product, Pricing, and Commercial leadersto deliver a seamless merchant experience
• Leading and developing multiple Merchant Success leaders and individual contributors
• Driving measurable outcomes acrossmerchant 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 leadinghigh-performing customer success or merchant success teams
• Background managing abook of business, either directly or through leaders
• Strong coaching and leadership capability, with experience developing Managers and senior ICs
• Ability to build trusted relationships withsenior business owners and executive stakeholders
• Commercially minded, with a clear focus onretention, 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 withinecommerce, logistics, SaaS, or technology-enabled servicesis highly desirable

Location & Working Model

• Fully remote role based in the United Kingdom
• Leading international teams across EMEA and Australia

Benefits & Rewards

• Comprehensivemedical and wellness coverage
• Life assuranceandincome protection
• Pension scheme
• Opportunity to join ahigh-performance, purpose-driven organisationat a pivotal stage of international growth

If you're asenior Merchant Success leaderlooking to shape international strategy, build exceptional teams, and make a meaningful impact in a global business - We'dlove to speak with you.