We're partnering with a high-growth, technology-led ecommerce logistics business to appoint a Director of Merchant Success to lead international markets across EMEA and Australia.

This is a senior leadership role for someone who thrives in fast-paced, high-performance environments and has a strong track record in customer success, retention, and team leadership at 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 driving merchant engagement, adoption, retention, and growth across international markets.

This role combines strategic ownership, people leadership, and hands-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 a unified operating model across Europe and APAC, aligned to a global Merchant Success framework
• Owning retention strategy and escalation management for international markets, with a strong focus on churn mitigation
• Building and scaling an international talent model, including coaching, performance management, and leadership development in a remote-first environment
• Laying the foundation for mid-market readiness internationally, supporting complex, cross-border merchant needs
• Partnering closely with Operations, Revenue, Product, Pricing, and Commercial leaders to deliver a seamless merchant experience
• Leading and developing multiple Merchant Success leaders and individual contributors
• Driving measurable outcomes across merchant 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 leading high-performing customer success or merchant success teams
• Background managing a book of business, either directly or through leaders
• Strong coaching and leadership capability, with experience developing Managers and senior ICs
• Ability to build trusted relationships with senior business owners and executive stakeholders
• Commercially minded, with a clear focus on retention, 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 within ecommerce, logistics, SaaS, or technology-enabled services is highly desirable

Location & Working Model

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

Benefits & Rewards

• Comprehensive medical and wellness coverage
• Life assurance and income protection
• Pension scheme
• Opportunity to join a high-performance, purpose-driven organisation at a pivotal stage of international growth

If you’re a senior Merchant Success leader looking to shape international strategy, build exceptional teams, and make a meaningful impact in a global business — We'd love to speak with you.