Performance Manager

Main duties and responsibilities

• Proactive development and management of business relationships at store level to deliver and achieve mutual reach of opportunities.
• Accurate account management delivering the performance objectives:
  • First / ongoing training.
  • Maximize TFS business (IR and RR management) +other KPI’s like Mobile Customer Care, Payment target,Tokenization and ins-store services (Fast Refund).
  • Maximize DCC business (Hit Rate management).
• Business Statistics analysis, presentation, discussion and action.

• Action plans and store visits in line with company segmentation model.
• Achieve sales targets taking corrective action when result materially deviates from expected.
• Improve merchant’s knowledge and expertise with our services by providing trainings to merchant’s staff.
• Guarantee the optimal execution of in-store promotional plans and activities, according to the defined plan.
• Offer intensive support including product instructions.
• Constant communication with merchants to increase KPI’s.
• Action plans and in-store visits in line with the Global Blue’s strategy.
• Processing and presentation of business statistics and insights.
• Deliver to the stores the activities have been agreed with the merchant’s HQ.
• Document in CRM all merchant’s specific information and activity done.

Background and Education

• University degree is a plus.
• 4 years sales experience (2 years as store manager or team leader desired).
• Trade Marketing background and Services or Retail field knowledge will be a plus.
• Analytical and planning capability.
• Good Communication and influencing skills.
• Customer service orientation.
• Basic English knowledge.
• Self-motivation, and target driven.

Specific skills and knowledge

• Good customer orientation.
• Ability to create personal relationships.
• Problem solving attitude.
• Basic knowledge of MS Office products.
• Upselling and cross-selling strategies.
• Analysis of consumer trends and customer behavior.
• Adaptation to new tools or systems.
• Effective communication and results-oriented approach.
• Complaint management and customer loyalty.
• Ability to work in dynamic environments.
• POS (point of sale) management, payments and returns.
• Collaboration with different departments (sales, warehouse, administration…).
• Time management and task prioritization: autonomy.