YOUR ROLE

As Head of Merchant Business Execellence, your key responsibilities will be :

Strategy, governance, and performance

• Define and roll out the global Business Excellence strategy for Merchants, aligning BUs on standards, policies, and operating rhythms.

• Establish consistent OKRs/KPIs and dashboards for each workstream; monitor performance, share insights, and drive course correction.

• Lead quarterly business reviews with priority markets; synthesize findings and recommendations for Regional Heads and the Business Line CEO.

• Build business cases, run pilots, and lead scale-ups for transformation initiatives (e.g., digitization, operating model redesign).

• Embed mid-term strategic priorities into plans, targets, and incentives (commercial excellence, Merchant Experience, and value-added services).

Network management

• Own affiliation objectives and performance: optimize network coverage and quality while improving productivity of affiliation teams.

• Digitize the affiliation/onboarding journey (e.g., digital onboarding, e-signature, automated KYC) to reduce cycle times and improve compliance.

• Design and pilot a segmented operating model (segmentation, sourcing channels, partner models, governance); scale proven approaches across BUs.

Account management excellence

• Strengthen growth of large merchants through structured business reviews, cross-sell/upsell plays, satisfaction and retention plans. Deepen strategic partnerships with very large accounts

• Stand up mid-market account reviews to systematically grow mid-sized accounts.

• Define and industrialize account planning standards and playbooks (e.g., joint business planning), building on proven local initiatives.

Customer experience (CX)

• Co-lead Merchant Experience governance with the Group CX team; align on standards and continuous improvement roadmap.

• Define and track Merchant Experience KPIs (e.g., NPS, SLAs, …); lead diagnosis and corrective actions with BUs.

• Ensure BUs meet NPS targets; improve response rates and representativeness of merchant feedback; close the loop on insights-to-actions.

Sales enablement leadership (Merchants Sales Academy)

• Build and run a 360° Merchants Sales Academy: role profiles, onboarding, role-based training, coaching, and incentive alignment.

• Deliver a training roadmap and formal certification pathways with Learning & Performance and subject matter experts.

• Deploy coaching tools and a consistent coaching cadence across markets; ensure adoption through local leadership.

• Co-design pay plan governance to align incentives with OKRs. Support skill development, productivity, and performance.

YOUR PROFILE

• 10+ years in business excellence, sales operations, CX, or strategy/consulting.

• Proven track record leading cross-functional, multi-country programs and scaling best practices.

• Experience digitizing commercial processes and redesigning operating models (e.g., onboarding/affiliation, account management).

• Strong analytical and problem-solving skills; fluent in performance management, KPIs/OKRs, and dashboards.

• Sales enablement expertise (academy design, certification, compensation).

• Exceptional change management and stakeholder influence skills; comfortable engaging senior executives.

• Education: Master's degree in Business, Engineering, Economics, or related field.

• Language: Fluent in English; French or other languages are a plus