Zopa1mo ago

Merchant Success Associate

United Kingdom·Manchester,ManchesterEmployee - Permanentmid

OtherAssociateRelationship ManagerProcurement & PurchasingSupplier Relationship Manager

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Quick Summary

Overview

Our Story Hello there. We’re Zopa. We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank.

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Our Story

Hello there. We’re Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don’t like about finance and does the opposite. We’re redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre — we’ve built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We’re incredibly proud of our achievements and none of it would be possible without the amazing team here. It’s not just industry awards we’re winning, we’ve also been named in the top three UK’s Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you’ll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

We're hiring a Merchant Success Associate to support and develop a portfolio of merchant partnerships across our Payments business. This role sits within the Payments team and plays an important part in helping merchants succeed, ensuring they have a smooth experience with Zopa from onboarding through to ongoing growth.

You'll work closely with merchants to build strong relationships, understand their needs, and help them get the most from our products and services. Along the way, you'll collaborate with teams across Sales, Product, Engineering, Risk, Compliance, Finance and Operations to deliver a seamless merchant experience.

This is a fantastic opportunity for someone looking to build a career in Payments, fintech, relationship management or commercial account management. We're open to candidates from a range of customer-facing backgrounds who are excited to learn, develop and make an impact.

Manage and develop relationships with a portfolio of merchants within Zopa's Payments business

Act as a key point of contact for merchants, helping to resolve issues and coordinate support when needed

Build a strong understanding of your merchants' businesses and identify opportunities to help them grow

Support merchant reviews and performance discussions alongside colleagues across the Payments team

Work with merchants and internal teams to improve onboarding experiences and reduce time-to-live

Help merchants understand performance metrics and collaborate with specialist teams to identify opportunities for improvement

Partner with Product, Engineering, Risk, Compliance, Finance and Operations teams to deliver a great merchant experience

Support pricing discussions, contract renewals and commercial activities alongside senior team members

Contribute ideas for improving processes, merchant experience and operational efficiency

Learn about the payments ecosystem, regulatory requirements and industry best practice

You've worked in a customer-facing role such as Customer Success, Account Management, Client Services, Sales Support, Operations, Relationship Management or a similar position

You enjoy building relationships and communicating with a variety of stakeholders

You're organised, proactive and comfortable managing multiple priorities

You're curious, eager to learn and willing to ask questions when you don't know something

You enjoy solving problems and working collaboratively with others

You have strong attention to detail and are comfortable working with data and performance metrics

You're comfortable working in a fast-paced environment where priorities can evolve

You take ownership of your work and enjoy finding ways to improve how things are done

Experience in payments, fintech, financial services or another regulated industry

Experience supporting customers, clients or business partners in a commercial environment

Familiarity with CRM or support platforms such as HubSpot, Salesforce or Zendesk

Exposure to account growth, customer retention or upselling activities

Experience working across both customer-facing and operational teams

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At Zopa we value flexible ways of working.

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 2-3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about!

You'll also have the option of working from abroad for up to 120 days a year!* But no matter where you are, we’ll make sure you’ve got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Diversity Statement

Zopa is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments.