Customer Success Manager

4 weeks ago

Sydney, New South Wales, Australia Global Blue Full time

Position Overview:


We are seeking a highly motivated and experienced Merchant Relationship Manager to join our team at Global Blue. As a key member of our Sales team, you will be responsible for driving Hit Rate & Sales for most Sydney based merchants and ACT.



Main Responsibilities:

  • Manage Merchant Relationships with existing merchant base to increase Hit Rate, sales & retain business.
  • Source new opportunities & business for our payment products for POS and eCommerce.
  • Assist with the management of Key Merchants where required.

    • 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.

    Key Relationships:

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.



Qualifications:

  • 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.

Key Skills:

  • 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.

At Global Blue, we offer a dynamic and supportive work environment that encourages growth and development. If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

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