Customer Relationship Manager (CRM - NSW/ACT)

Customer Relationship Manager - Payments (Hotel Sector)

Nature and Aim of the Position:

• Responsible for driving Hit Rate & Sales for the New South Wales (NSW) and Australian Capital Territory (ACT) regions.
• Management of Merchant Relationships with the existing merchant base.
• Source new opportunities & business for our payment products for POS and eCommerce.
• Assist with the management of Key Merchant accounts based in NSW and ACT.

Main Duties and Responsibilities:

• Manage existing Merchant Relationships to increase Hit Rate, sales, and retain business. Develop and implement strategies to enhance merchant engagement and satisfaction.
• Train merchants on DCC (Dynamic Currency Conversion) and its benefits. Conduct regular training sessions and provide ongoing support to ensure merchants fully understand and utilise DCC.
• Analyse DCC results to identify top 30 merchants and build relationships with the top 100 merchants. Use data analytics tools to monitor performance and identify areas for improvement.
• Find new business/leads in the region and onboard new clients. Utilise networking, cold calling, and industry events to generate leads.
• Develop solid relationships with existing merchants and potential new clients. Maintain regular communication and provide personalised support to address their needs.
• Identify opportunities to grow Hit Rate via incentives and merchant events. Plan and execute merchant events to promote engagement and loyalty.
• Set and implement Merchant Incentive Targets as required. Monitor the effectiveness of incentive programs and adjust as necessary.
• Attend industry events to represent the Company in NSW and ACT. Actively participate in industry forums and networking events to stay updated on market trends.
• Support Management with Head Office Relations for Major Hotel Groups and key retailers. Facilitate communication between head office and local teams to ensure alignment on goals and strategies.
• Focus on client retention through effective relationship management and service delivery. Implement feedback mechanisms to continuously improve service delivery.
• Manage DCC implementation and ongoing performance. Ensure timely and efficient implementation of DCC solutions.
• Provide best practice training to merchants to optimize their use of DCC. Develop training materials and resources to support merchant education.
• Monitor market trends and competitor activities to identify new opportunities and threats. Prepare market analysis reports to inform strategic decisions.
• Collaborate with marketing teams to develop promotional materials and campaigns. Ensure marketing materials are tailored to the needs of the hotel sector.
• Prepare regular reports on sales performance, merchant feedback, and market insights. Present findings to senior management and suggest actionable insights.
• Ensure compliance with company policies and industry regulations. Stay updated on regulatory changes and ensure all activities are compliant.

Main KPI’s:

• Achieve Group Hit Rate target monthly. Regularly review performance metrics and adjust strategies to meet targets.
• Achieve Quarterly Meeting/training targets as set by the business. Track progress and report on training outcomes.
• Achieve Quarterly assigned sales targets as set by the business. Develop action plans to achieve sales targets.
• Maintain high levels of client satisfaction and retention rates. Implement client satisfaction surveys and act on feedback.
• Increase the number of new merchant acquisitions in the region. Set specific acquisition goals and track progress.

Relates to / Cooperates with:

• Main Function interactions: Merchants – Management at hotels – GM/HM/RDM/FOM/Front Office staff. Build strong relationships with key stakeholders to facilitate smooth operations.
• Main cross-Function interactions: Financial Controllers and Finance team/Accounts and Chargeback departments/IT Managers and support staff where applicable. Coordinate with cross-functional teams to resolve issues promptly.
• Within the business: Reports to - Team Leader – Australia / Liaises with team members/Head of CRM & Training /Customer Care/Service delivery team/Chargebacks team for merchant issues/internal teams for terminal and reporting queries and issues when required. Ensure clear communication and collaboration across all teams.

Background and Education:

• Mature candidate with experience in establishing and maintaining client relationships. Proven ability to build and maintain long-term business relationships.
• Minimum of 3 years’ industry experience and a track record of proven success. Experience in the payments or financial services industry preferred.
• Experience in cold calling viewed favourably. Demonstrated success in lead generation and client acquisition.
• Tertiary qualifications in Business, Marketing, Tourism, or Hospitality. Relevant certifications or additional training in sales or customer relationship management is a plus.
• Hotel experience is essential. In-depth knowledge of hotel operations and industry standards.
• Must be an Australian citizen. Valid driver's license and willingness to travel within the region.

Specific Skills and Knowledge:

• Confident with excellent communication skills whilst being professionally presented. Strong interpersonal skills and the ability to influence stakeholders.
• Superior customer service experience and ability to resolve any client concerns. Proactive problem-solving skills and a customer-centric approach.
• Good work ethic and passionate about achieving set targets. Self-motivated and results-driven.
• Lead generating skills and cold calling. Ability to identify and pursue new business opportunities.
• Strong attention to detail and highly organised. Excellent time management skills.
• Ability to meet deadlines and work with minimal supervision. Proven ability to work independently and as part of a team.
• Call Cycle management. Experience in managing a structured call cycle to maximise client engagement.
• Ability to present and deliver training to small and large groups. Effective presentation and public speaking skills.
• Capable of dealing with different levels of management. Adaptability to work with diverse teams and management levels.
• Strong troubleshooting skills and calm under pressure. Ability to handle challenging situations with composure.
• Prepared to go the extra mile – not afraid of hard work. Commitment to achieving excellence in all tasks.
• Willingness to learn with a positive attitude. Openness to feedback and continuous improvement.
• Persistence and a never-give-up attitude. Resilience and determination to overcome obstacles.