Customer Relationship Mngr

JOB DESCRIPTION

Nature and aim of the position –

• Responsible for driving Hit Rate & Sales for most Sydney based merchants and ACT.
• Management of Merchant Relationships with existing merchant base
• Source new opportunities & business for our payment products for POS and eCommerce.
• Assist with the management of Key Merchants where required.

Main duties and responsibilities –

• Strong focus on the management of existing Merchant Relationships to increase Hit Rate, sales & retain business.
• Training of merchants on DCC and its benefits as required.
• Find new business/leads for the business in the region and onboard new clients.
• Initiate planned communication processes with Client/merchants and Global Blue
• Develop solid relationships with existing merchants as well as potential new clients to Global Blue.
• Identify opportunities to grow Hit Rate via incentives and merchant events.
• Setting and implementing Merchant Incentive Targets as/when required
• Support Management with Relations for Major Hotel Groups and key retailers

Main KPI’s

• Achieve Group Hit Rate target monthly.  
• Achieve Quarterly Meeting/training targets as set by the business.
• Achieve Quarterly assigned individual KPI’s as set by the business.

Relates to / cooperates with

Main Function interactions: Merchants – Management at hotels – GM/HM/RDM/FOM/Front Office staff

Main cross - Function interactions: Financial Controllers and Finance team/Accounts and Chargeback departments/ IT Managers and support staff where applicable.

Within the business: Reports to – Head of CRM APAC with dotted line to TL Australia / Liaises with team members/Merchant onboarding Team /Customer Care/Service delivery team/Chargebacks team for merchant issues/internal teams for terminal and reporting queries and issues when required.

Background and Education

• Mature candidate with experience in establishing and maintaining client relationships.
• Minimum of 3 years’ industry experience and a track record of proven success.
• Experience in cold calling viewed favourably.
• Tertiary qualifications in Business/Marketing/Tourism or Hospitality
• Sales Experience in a BDM or Account Management role
• Must be an Australian citizen.

Specific skills and knowledge

• Confident with excellent communication skills whilst being professionally presented.
• Superior customer service experience and ability to resolve any client concerns.
• Good work ethic and passionate about achieving set targets.
• Lead generating skills and cold calling (desirable)
• Strong attention to detail and highly organised
• Ability to meet deadlines and work with minimal supervision.
• Call Cycle management.
• Ability to present and deliver training to small and large groups.
• Capable of dealing with different levels of management
• Strong trouble shooting skills and calm under pressure.
• Prepared to go the extra mile – not afraid of hard work.