The Customer Relationship Manager is responsible for driving sales and managing merchant relationships in Sydney and ACT. This role includes sourcing new business, training merchants on DCC benefits, and achieving sales targets through effective communication and relationship-building with clients. The manager will also handle reporting and coordination with internal teams for merchant support.
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.
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