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Merchant Success Manager

| Chicago

 

Groupon’s mission is to become the daily habit in local commerce and fulfill our purpose of building strong communities through fast-growing small businesses by connecting people to a dynamic, global marketplace for local services, experiences and goods. In the process, we’re positively impacting the lives of millions of customers and merchants globally. Even with thousands of employees spread across multiple continents, we still maintain a culture that inspires innovation, rewards risk-taking and celebrates success. If you want to take more ownership of your career, then you're ready to be part of Groupon.

 

Groupon Goods, the retail arm of our business, is a daily one-stop shop for brand-name essentials and unexpected, one-of-a-kind finds. For our merchants, this means massive exposure, targeted promotion, and reliable fulfillment. For our customers, this means phenomenal deals on a variety of products ranging from electronics to clothing, home goods to beauty products.

 

Working in Goods, you will join a retail-savvy team whose goal is to procure and provide customers with the products they want, when they want them. Within Goods, we have Goods Marketplace which consists of a set of platforms designed to bring more merchants and vendors on Groupon, and thus greatly increases the selection of products.

The Merchant Success Manager role is responsible for ensuring that merchants have a best-in-class experience selling on Groupon Goods Marketplace. Ownership will range from managing our Merchant Success team to ensure support service level agreements (SLA’s) are achieved, developing and executing plans to reduce merchant contact rates, to partnering with the Product and Operations teams to improve the overall merchant experience.

Responsibilities

  • Manage team schedules and support channel focus in order to maintain merchant support SLAs

  • Monitor and analyze merchant support reasons in order to develop strategies to reduce contact rates and improve the overall merchant experience

  • Regularly partner with Operations and Product teams to develop and implement improvements to both achieve higher SLA performance and reduce merchant contact frequency

  • Build and maintain key operational reporting,streamline ad-hoc reporting, and develop operational processes to support business goals

  • Develop a best-in-class support community and resource base for Goods Marketplace merchants

  • Continuously evaluate merchant platform for risk factors and develop strategies to manage them

  • Provide weekly KPI and roadmap updates to senior management

  • Oversee and streamline the merchant payment process in collaboration with accounts payable (AP)

  • Develop, implement and manage Merchant Performance Rehabilitation program focusing on improving merchants’ operational performance

  • Oversee merchant account creation within Goods Gateway portal

  • Act a the Goods Marketplace liaison for Product Management in areas including but not limited to Self-Service Onboarding and Account Management, and Account Fees.

 

Requirements:

  • 3-5 years in business operations or merchant/customer support

  • Experience leading a small operations/customer service team preferred

  • Bachelor's Degree

  • Advanced knowledge of SQL preferred

  • Excellent verbal and written communication skills; ability to communicate effectively with different levels of management, as well as the business and technical communities.

  • Demonstrated ability to be productive and make decisions with a high level of discretion with minimal supervision.  Must be results oriented and able to move forward without complete information

  • Strong analytical and problem-solving skills.

  • Must be comfortable with changing requirements and priorities. Must be able to proactively communicate status and identify risks

 

Groupon’s purpose is to build strong communities through thriving small businesses. To learn more about the world’s largest local ecommerce marketplace, click here for the latest Groupon news. Plus, be sure to check out the values that shape our culture, guide our strategy and make our company a great place to work. And just don’t take our word for it. Hear from real Groupon team members and learn more about our employee resource groups. If all of this sounds like something that’s a great fit for you, then click apply and let’s see where this takes us.

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Location

Our headquarters is nestled alongside the Chicago River in the bustling River North neighborhood, close to both blue and brown line CTA trains.