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Customer Success & Operations Manager - Anz

Wish - Sydney, NSW

Source: uWorkin


Company Description

Wish is a mobile e-commerce platform that flips traditional shopping on its head. We connect hundreds of millions of people with the widest selection of delightful, surprising, and—most importantly—affordable products delivered directly to their doors. Each day on Wish, millions of customers in more than 160 countries around the world discover new products. For our over 1 million merchant partners, anyone with a good idea and a mobile phone can instantly tap into a global market.

We're fueled by creating unique products and experiences that give people access to a new type of commerce, where all are welcome. If you’ve been searching for a supportive environment to chase your curiosity and use data to investigate the questions that matter most to you, this is the place.

Job Description

More than ever, brick and mortar retail stores are struggling due to shifting consumer trends and the migration to online shopping. At Wish, we believe that through the application of technology, data science and innovative thinking, we can strengthen communities and stimulate local businesses by giving them access to hundreds of millions of new consumers, and changing the way in which the world shops. We launched Wish Local (wish.com/local) in early 2019 to provide small businesses with a unique platform to help their businesses thrive, and today with over 50,000 store partners across 40 countries, we know we’re on the right path.

Reporting to the Wish Local APAC lead in Sydney, this is an exciting opportunity to join a team and program that’s still in its early stages to help grow and shape the development of it, and to make a meaningful impact on small business owners in Australia, and all over the world.

What you'll be doing:

  • Manage Wish Local stores from post acquisition through to customer success and retention.
  • Recruit, train, and develop a team spanning Customer Success and Operations.
  • Lead the education of our store partners on Wish Local’s products and features to build trust and demonstrate the value of Wish Local and our services.
  • Demonstrate thought leadership with analyses, reports and feedback to internal stakeholders and team members to help inform our growth decisions.
  • Assume overall accountability for our store partners success:
  • Increase engagement, product demonstrations, customer retention and satisfaction
  • Serve as the product consultant and subject matter expert on Wish Local processes, procedures, and policies during the term of the relationship.
  • Proactively deliver value to our store partners through ongoing use and optimization of existing products
  • Uncover and address any issues and manage store partner health
  • Proactively managing account escalations with the appropriate internal stakeholders
  • Work with product management to surface customer requests and help translate customer feedback into product requirements
  • Identify customers fit for case studies and media opportunities to our Marketing team
  • Meet personal/team qualitative and quantitative targets

  • Bachelor’s Degree or equivalent experience
  • 3-5+ years related work experience in high-volume sales, operations, customer service, customer success or other related fields
  • Multilingual proficiency highly valued
  • Working with teams based in multiple time zones, particularly North America, highly valued
  • Outstanding interpersonal and communication skills (both written and verbal)
  • You have an analytical and creative mind to solve complex business problems
  • Excellent relationship-building skills with internal teams and external partners
  • Excellent prioritization and project management skills
  • Self-motivated but also a team player
  • Eagerness to continually learn, adapt, and improve
  • Familiarity with brick and mortar retail industry/buy online - pick up in store programs is a plus
  • Experience with Google Office Suite
  • Get-it-done mindset. You're not afraid of long hours, you thrive in a fast-moving dynamic culture and you're humble and scrappy.

Additional Information

Wish values diversity and is committed to creating an inclusive work environment. We provide equal employment opportunity for all applicants and employees. We do not discriminate based on any legally-protected class or characteristic. Employment decisions are made based on qualifications, merit, and business needs. If you need assistance or accommodation due to a disability, please let your recruiter know. For job positions in San Francisco, CA, and other locations where required, we will consider for employment qualified applicants with arrest and conviction records.

Individuals applying for positions at Wish, including California residents, can see our privacy policy here.