Customer Relationship Mngr

7 months ago

Sydney, Australia GlobalBlue_IT Full time

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
- 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 mínimal 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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