As the Merchant Services Account Manager your job will be to provide comprehensive account management and merchant services support for your merchants. This role will report directly to the Segment Lead and will involve end to end merchant support ownership to include the provision of equipment, material and training to the retailers, training of retail staff on POS equipment, account management, technical support, and team management About Us The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it\xe2\x80\x99s growing between 13-15% year-on-year. Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it\xe2\x80\x99s not just the Silicon Valley brands. Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.
Planet are a technology company that\xe2\x80\x99s transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere. We operate in a market that continues to evolve and expand, partnering with the world\xe2\x80\x99s most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.
To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software and networks that runs business. By combining networks, software and payment technology, Planet\xe2\x80\x99s creating a world of connected commerce, that makes payments feel good.
We\xe2\x80\x99re growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we\xe2\x80\x99ve the financial capital and expertise to grow our capabilities and reach through acquisition.
Sales, Middle East Overview The Sales, Middle East team have been constantly innovating and pushing the boundaries even further following the launch of our digital solution in 2018 in the United Arab Emirates. In September 2022, Planet with the help of its global teams launched the world\xe2\x80\x99s first paperless fully digital tax-free experience.
Our global Tax-Free Retail Team places a lot of emphasis on digital transformation. It\xe2\x80\x99s a truly exciting time to be working in the Retail vertical, to really think through what feel good commerce means to our Merchants and their Shoppers by bringing our unique connected commerce proposition to life across all our Payment and Software solutions.
What you will do
Operating as the lead point of contact for all matters specific to your accounts. Develop thorough understanding of the merchant\xe2\x80\x99s position in the market, their product and competitive landscape.
Onboarding & Offboarding: Manage and liaise with Merchants and internal stakeholders to complete registration and de-registration within Service Level timeframe through agreed process. This will include activating new stores or deactivating closed stores.
Invoicing: Ensure invoices are paid in a timely manner by the merchants. Follow up on overdue invoices when applicable.
Campaigns & Business Development: Overseeing account management for your team, develop new business including negotiating new or in pipeline projects to maximize profit
Collaborate with marketing teams (internal & external) to identify and grow opportunities.
Trainings: Conduct training with your account managers on best practices, areas of improvement, and account management style. Train merchants on the refund solution and rules & regulation of the scheme. Act as a trusted partner to the merchants on the benefits of tax-free shopping for the customer, including providing in store training on the tax-free system, tax-free process, and customer cultural advice.
Sales Packs: Manage day to day merchant communication and assess their stock requirements, follow up by preparing the necessary sales material and arrange dispatch within the defined timeline.
Branded materials: Ensuring merchant sites display the latest updated and branded point-of-sale literature, stickers, and leaflets to provide the tax-free service in store.
Review of merchant accounts to identify improvements that can be made in store to both the customer experience and issue and redemption rate.
Creation of Merchant reports: Preparing standardized and bespoke statistical reports for affiliated merchants, using the internal data system.
Holding monthly, quarterly, and biannual reviews with the merchant and internal stakeholders on performance.
To ensure that agreed business processes are followed as per documented SLA\xe2\x80\x99s.
Maintaining relationships with internal and external stakeholders through liaising and resolving any ongoing issues
Participate in the Company\xe2\x80\x99s Performance Management System and ensure full compliance with all policies and procedures, reporting systems and Company Values always.
Be fully familiar and understand authority level and ultimate accountability of this role.
Manage a team of Junior Account Managers and Support Assistants.
Work closely with the team to develop sales strategies and take ownership of projects, lead the team towards success, drive strategic planning, monitor progress.
Assigning accounts, setting performance targets, and conducting regular reviews and briefing, tracking performance metrics, and identifying areas for improvement. Provide guidance, training, and mentorship to help the team members succeed in their roles.
Collaborating with the team, to contribute insights, recommendations, and expertise. Lead the strategic planning efforts, ensure the alignment of sales activities with the overall organizational goals, driving growth and success
Who you are
Previous account management experience, ideally in service background.
Technical knowledge of PDQ terminals (POS payment) - desirable
Previous experience of an incident management system \xe2\x80\x93 Ideally \xe2\x80\x98salesforce.com\xe2\x80\x99
Experienced in PC and/or PDQ break/fix processes Skills
Excellent relationship management skills, including influencing and presentation skills
A \xe2\x80\x9ccommon sense\xe2\x80\x9d approach
Good Microsoft Office and Windows operating system experience
Self-motivated
Well-spoken and articulate.
Positive can-do attitude
Organisation and issue resolution skills
Why Planet
Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.
Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you \xe2\x80\x93 Apply now.
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