Merchant Success Manager, Australia
Vivino, Australia
Job Description
Vivino is changing the way people enjoy wine and consequently disrupting one of the oldest industries on the planet. Are you ready to join us and become a Vivino operations expert helping our customers and merchant partners quickly and efficiently as we strive to build the world’s largest wine community and marketplace?
Interact with merchants, increase efficiencies and improve the customer experience
Based in our new Adelaide office and reporting to the General Manager for Australia, we are looking for a candidate experienced in operations and logistics analysis who can help us with the day-to-day running of the Vivino Checkout. In particular, you will be responsible for building positive relationships with merchants, our CX team, and our internal onboarding team while engaging in frequent communication with the AU team to coordinate better operations for the business both with our partners and consumer-facing.
In this role, your key responsibilities will include to:
- Manage the day-to-day relationships with our merchant partners across the country and drive the operational onboarding of new winery and merchant partners
- Support our Customer Experience team and acting as second-level support on customer and merchant issues
- Analyze bottlenecks from Merchants’ and Customers’ experience with our CX team to increase efficiencies and improve the experience
- Monitor fulfillment timeframes to ensure orders are shipped on time and safely to customers
- Manage any Vivino AU Purchase Orders to secure accurate and timely delivery from vendors to third-party logistics partner
- Conduct daily, weekly and monthly reporting on operational efficiencies and sales for eCommerce
- Instruct Category Manager and General Manager on merchant performance issues and coordinate solutions
Confident and clear communicator who is willing to learn and to work independently
Being outgoing but not outspoken, you have a strong ability to communicate efficiently with many different parties, including wineries, wine merchants, distributors, fulfillment centers, and customers. Among your personal competencies, you are self-driven and enthused about working in a growing team. At the same time, you are an excellent fast learner and quick mover capable of working and operating independently from early on.
In addition to the description above, we envision that you have and can demonstrate:
- A few years of experience in a Cellar Door, Operations, Customer Service, or Analyst role
- Microsoft Excel and Word proficiency
- An analytical and problem-solving mindset
- Experience with eCommerce
Furthermore, we consider it an advantage, but not a requirement, if you have:
- Relevant Tertiary qualifications
- WSET 2 certificate
Working at Vivino
You will join our newly established Australian Team, helping grow our marketplace and brand awareness across the country from our Adelaide HQ. We are here to put the right wine in front of the right people and provide a platform for local wineries amp; merchants of all sizes to engage with our growing Australian user base. You will have the support of our local team and your colleagues across the globe, with opportunities to learn amp; grow within the company.
ABOUT VIVINO
Who are we?
TRUSTED BY MILLIONS TO DISCOVER AND BUY THE RIGHT WINE EVERY TIME
Vivino is the world's largest online wine marketplace and most downloaded wine app, powered by a community of millions. Vivino's unique wine shopping experience leverages community data to suggest personalized wine recommendations for each individual user. In addition to making wine discovery fun and effortless, Vivino is the best place for wine drinkers to buy wine. The Vivino app is available for download on Android and Apple devices.
We are a fast-paced, growing team with offices in San Francisco, California, and Copenhagen, Denmark. We also have teams worldwide in the UK, Netherlands, Italy, Spain, Germany, France, Ireland, Australia, and Hong Kong.
Our team is passionate about our core purpose - to empower people everywhere to enjoy wine to the fullest. We do that every day by building technology and leveraging data that puts the power back in the hands of the consumer. We do not see wine as a commodity but as an offering of a cultural experience that was once out of reach for many but is now open to everyone.
Our five core values are:
- Always Strive for Better
- Work Together
- Earn and Offer Trust
- Be Approachable
- Lead with Data
Commitment to diversity and inclusion
Vivino is an equal opportunity employer and prohibits unlawful disc