Merchant Services Associate Proactive Retention & Churn Management

📋 Description

• Proactively call and contact merchants in soft churn to reactivate on Wolt.
• Diagnose and resolve blockers affecting order volume and customer experience.
• Offboard merchants with clear rationale and update systems.
• Use dashboards and reports to identify at-risk merchants and prioritize outreach.
• Document interactions; contribute to SOPs and AI-assisted workflows.
• Collaborate with Sales, Support, and other stakeholders for a seamless merchant experience.

🎯 Requirements

• Tech-savvy with analytical mindset; BI tools and Excel a plus.
• 3-5 years in inside sales, outbound, or customer support (B2B/B2C).
• Proven re-engagement or retention/upsell campaigns experience.
• Comfortable making high-volume calls; strong comms with business owners/managers.
• Basic data analysis: dashboards, Excel; data-driven thinking.
• Fluent Danish and English; comfort with AI tools; bonus for AI-driven workflows.

🎁 Benefits

• The opportunity to directly impact merchant success and platform health in a core market.
• A high-ownership role to test and scale playbooks, processes, and AI-enabled tools.
• Work with a skilled Merchant Operations team in Denmark and across Wolt.