Merchant Advisory Manager
- San Francisco, CA, United States
Afterpay (Part of Cash App) is transforming the way we pay by allowing customers to buy products immediately and pay for their purchases over four installments. The service is completely free⁵ for customers who pay on time - helping people spend responsibly. As of December 31, 2021, Afterpay is offered by more than 122,000 of the world’s favorite retailers and more than 19 million active customers have adopted the service.
Afterpay is currently available in Australia, Canada, New Zealand, the United States and the United Kingdom, France, Italy and Spain, where it is known as Clearpay. Afterpay is on a mission to power an economy in which everyone wins. Afterpay is a wholly owned subsidiary of Block, Inc. (NYSE: SQ).
The purpose of the role is to partner with the NA sales organization to help Afterpay ‘Win with Customers’ and ‘Scale Actionable Insights’ through world class data & insight, with a focus on action and driving outcomes. This includes how we use data, insight and research to better understand our customers, and in turn help merchants understand more about Afterpay customers and broader BNPL industry trends.
We need to position Afterpay as a customer and data led organization – the best in the BNPL industry – and one that helps its partners become smarter, data-driven and customer focused. Our success will be measured by growing our share of wallet among our customers and Afterpay Share of Checkout for our merchant partners.
The key focus for the role is to leverage data to better understand our customers, merchants and market, and position that to our merchant partners to drive actionable insights and create meaningful relationships.
This role will support in driving forward and growing our merchant relationships in North America from a data and insights perspective
Build out our insights muscle to extend to Cash App merchants, focused on the Afterpay positioning and how we frame our joint value proposition
Deeply understand the business challenges for our top tier merchants in NA, providing a holistic lens on how we can help solve them and deliver growth via rich actionable insights that can be tracked against their business goals
Provide the strategic thinking on problem solving for merchants to enhance our merchant relationship and position us as thought leaders and trusted advisors in the US market
Pioneer new and innovative approaches to data and continuously evolve and enhance our insights offering– always with a strong focus on action
Deliver actionable insights to identify opportunities for growth and to enhance the merchant relationships
Work collaboratively with our media specialist on how our insights remain actionable through our channels and product portfolio as our business evolves
Partner with the Marketing and Growth team to unlock customer insight from behavioral and attitudinal data to drive customer understanding, acquisition and retention
Partner with the Behavioral Science and Analytics teams where required to ensure the Afterpay customer models drive valuable insights that can feed into our Merchant Advisory programme
Build trust with our merchants to view us as indispensable strategic partners that are open to collaborative testing opportunities
Support the executive team in strategic projects related to merchant growth and engagement
Ensure repeatable, scalable processes in place where relevant
Create and manage a global library for customer Insight and merchant advisory so the business has easy access to our team’s deliverables
8+ years working with customer and loyalty data with a proven track record of delivering actionable insights, recommendations and measurable growth
Ability to demonstrate driving business decisions and commercial outcomes from data and insight at the General Management and C Suite level
Ability to translate complex ideas and insight into a customer focused narrative that drives actionable recommendations
Ability to think critically and problem solve through the lens of the business as well as partner with technical and analytical teams to ensure we’re solving problems cross functionally
Strong interpersonal skills with the ability to build trust and lasting collaborative relationships
Experience working in global environments managing multiple markets, stakeholders and priorities
Comfortable working at pace, sometimes with competing and changing priorities
Deep analytical mindset with great attention to detail
Proficient Tableau and / or other BI tools, advanced excel skills and baseline SQL understanding
Ideally 5+ years experience working in a B2C organization e.g. Retail, Travel, Telco, Retail Banking
We’re working to build a more inclusive economy where our customers have equal access to opportunity, and we strive to live by these same values in building our workplace. Block is a proud equal opportunity employer. We work hard to evaluate all employees and job applicants consistently, without regard to race, color, religion, gender, national origin, age, disability, pregnancy, gender expression or identity, sexual orientation, citizenship, or any other legally protected class.
We believe in being fair, and are committed to an inclusive interview experience, including providing reasonable accommodations to disabled applicants throughout the recruitment process. We encourage applicants to share any needed accommodations with their recruiter, who will treat these requests as confidentially as possible. Want to learn more about what we’re doing to build a workplace that is fair and square? Check out our I+D page.
Additionally, we consider qualified applicants with criminal histories for employment on our team, and always assess candidates on an individualized basis.
Block, Inc. (NYSE: SQ) is a global technology company with a focus on financial services. Made up of Square, Cash App, Spiral, TIDAL, and TBD, we build tools to help more people access the economy. Square helps sellers run and grow their businesses with its integrated ecosystem of commerce solutions, business software, and banking services. With Cash App, anyone can easily send, spend, or invest their money in stocks or Bitcoin. Spiral (formerly Square Crypto) builds and funds free, open-source Bitcoin projects. Artists use TIDAL to help them succeed as entrepreneurs and connect more deeply with fans. TBD is building an open developer platform to make it easier to access Bitcoin and other blockchain technologies without having to go through an institution.