Merchant Operations Associate - Proactive Retention & Churn Management

As a Merchant Operations Associate at Wolt, you will be an integral part of our Merchant Operations team, focusing on proactive outreach to merchants experiencing a decline in activity within our platform. Your primary objective will be to re-engage these partners, helping them regain sales momentum, or to efficiently offboard them when necessary. This role is pivotal in maintaining the health and success of our merchant portfolio.

Your day-to-day responsibilities will include initiating contact with merchants in "soft churn" to understand and address the challenges hindering their performance on Wolt. You'll diagnose operational issues such as menu inaccuracies, availability problems, or quality concerns, and work collaboratively to resolve them. When reactivation isn't feasible, you'll manage the offboarding process, ensuring our systems are updated accordingly. Additionally, you'll utilize data dashboards to identify at-risk merchants, document interactions meticulously, and contribute to developing efficient workflows and procedures.

The ideal candidate will possess 3-5 years of experience in inside sales, outbound call centers, or customer support roles, particularly those with a strong outbound component. A proven track record in re-engaging at-risk customers or managing retention campaigns is essential. Proficiency in data analysis tools like Excel, strong organizational skills, and the ability to interpret performance metrics are crucial. Excellent communication skills in both Danish and English are required, along with resilience in handling objections and a structured approach to managing merchant pipelines.

Joining Wolt offers the opportunity to directly impact merchant success in one of our core markets. You'll be part of a dynamic, fast-growing company where your ideas for improving processes and implementing AI-enabled tools can be quickly tested and scaled. Our mission-driven team values ownership, innovation, and collaboration, providing a supportive environment for professional growth.

At Wolt, we foster a culture of inclusivity and continuous learning. We believe in empowering our employees to take initiative and make meaningful contributions. If you're looking for a role where you can make a tangible impact and grow your career in a supportive, fast-paced environment, we encourage you to apply.