Customer Relationship Manager - Japan

Responsibilities

• Relationship Management:

• Serve as the main point of contact for an assigned portfolio of merchants, building trusted, long-term relationships across all levels including key decision makers. Proactively engage merchants to understand their business models, challenges, and growth goals.
• Act as a secondary support for acquirer management relating to merchant business including supporting acquirers’ sales team with any merchant related queries.

• Documentation & Reporting:

• Maintain accurate records in CRM systems and prepare regular reports on account health, feedback, and KPIs.

• Retention & Growth:

• Identify and implement strategies to increase merchant satisfaction, reduce churn, and drive adoption of new features or services.

• Advocacy & Feedback:

• Capture and communicate merchant feedback to internal stakeholders, influencing product development and service enhancements.
• Performance Monitoring:
• Track merchant performance metrics such as transaction volumes, in-bound trends, sales conversion rate etc to identify trends, flag potential risks, and suggest solutions or improvements. Conduct regular account reviews and check-ins to share performance insights, gather feedback, and uncover growth opportunities with merchants and acquirers.

• Merchant Support:

• Coach, train, educate merchants and acquirers merchant sales team on the usage of GB products and services and the benefits, ensuring they are well acquainted with the best practices to increase sales conversion. Resolves merchant queries, concerns, and escalations promptly by coordinating with internal teams such as Support, Product, and Operations; and external partners such as the acquirers.

Qualifications and education requirements

• Tertiary qualifications in Business/Marketing/Tourism
• 10+ years of working experience with minimum 4 years of practical experience in client servicing, or account management within a Japan retail, hospitality or payment industry is highly preferred
• Knowledge of the Japanese payments ecosystem is a plus

• Confident with excellent communication skills
• Excellent organizational, decision making, and problem solving skills
• Work experience within an international/multicultural environment highly preferred

• Independent and self-motivating personality, able to work under remote management;
• Strong resolution orientation, interpersonal, communication and organization skills;
• Ability to work independently and as part of a team and present ideas clearly and concisely;
• Excellent organizational, time management and superior customer service skill and ability to resolve any client concerns.
• Strong attention to details
• Native Japanese language skills (oral & written)
• Fluent English language skills (oral & written)