Merchant Success Manager

Type of Contract: Full-time

About Fruugo

Fruugo is a leading privately-owned e-Commerce Marketplace business making it easy for retailers to sell their products internationally. With Fruugo any retailer can join and sell anything, to anyone, anywhere.

Winner of the a King’s Award for Enterprise for International Trade, and placed in the Financial Times List of Europe’s Fastest Growing Companies 2025, Fruugo is recognised as a fast growing, dynamic business, and following a period of consolidation, Fruugo has ambitious plans for future growth.

Role Purpose

You will be the main point of contact for Chinese merchant accounts. You will proactively seek ‘opportunities’ to help them grow their business, and encourage retailers to make changes or to utilise Fruugo Marketing Tools in order to generate additional revenue. In addition to this, you will be required to address any issues that are causing a loss in revenue, and collaborate with other departments to improve retailer performance.

Key Responsibilities

• Identify opportunities for growth and improvement of Chinese merchants and encourage retailers to make changes to improve their performance and increase revenue.
• Conduct account performance reviews for potential ‘stars’, high performing Chinese accounts, and for regular Chinese accounts by request. This includes driving the adoption of Fruugo Marketing Tools.
• Preventing attrition of standard accounts as much as possible, and collaborating with other departments to keep the removal rate low.
• Communicate with retailers about new developments, company updates and any changes to terms and conditions.
• Utilise the Account Management scoring to segment retailers based on data collected from Data Science, and use this score to tailor communication to each segment.
• Maintain Fruugo CRM records for Chinese Accounts and that appropriate contact management is in place for all other retailer accounts.
• Develop and collect Case Study and Testimonial material with participation of Standard Accounts that can be utilised in Fruugo (B2B) Marketing activity and to ‘sell’ Fruugo Marketing Tools.
• Deal with any retailers that Data Science deem to be ‘unprofitable’ and encourage them to make changes so that Data Science will create advertising campaigns for them.
• Deal with all inbound retailer queries for Chinese accounts, and be responsible for any issues with Chinese accounts that are escalated to Account Management from other departments.

Skills & Knowledge required

• Strong business knowledge, or experience in B2B and/or Account Management roles.
• Fluent in Mandarin, written and spoken. And business level English, written and spoken.
• Experience with Chinese communication channels, including WeChat
• Excellent stakeholder management and communication skills; an ability to tailor communication to a wide range of stakeholders.
• Highly motivated, able to operate under pressure and manage multiple projects and avenues of communication in parallel.
• Demonstrable analytical and organisational skills.
• The ability to manage complex client relationships, and to build strong working relationships with clients.