Head of merchant business excellence (w/m)

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CONTEXTE

Edenred’s Benefits & Engagement business serves millions of users and a vast global network of merchants. As Global Head of Merchant Business Excellence, you will elevate commercial performance and the merchant experience across Edenred’s global ecosystems. You will define the global strategy, set governance, and scale best practices across Business Units (BU) to strengthen four core workstreams: Network Management, Account Management, Merchant Experience, and Sales Enablement.

You will partner with Business Units leaders, central functions, and regional heads to digitize key processes, standardize operating models, and build capabilities that drive growth, retention, and superior experience for merchants of all sizes.

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

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