Merchant Services Relationship Manager

The Merchant Services (MS) Relationship Manager will report to the Managing Director Relationship Management, Europe, this role will be responsible for Europe, Middle East & Africa (EMEA) Merchant Services’ clients in an assigned client portfolio, primarily through phone and written communication channels, with a high degree of face-to-face interactions where appropriate and when possible. 

As the Relationship Manager, you will be a thought leader internally and externally in developing a vision for the overall success for the business area, functions and company. The key objectives will be to maintain existing revenue through retention of clients and increase revenue through expanding adoption of Merchant Services’ products and services, whilst supporting the Head Quartered (HQ) based Relationship Management (RM) and coverage team to ensure global, consistent client management.

Job Responsibilities

• Operates as lead point of contact for all matters specific to your clients in region, coordinating the involvement of additional company personnel in order to meet client expectations
• Establishes the relationship strategy and develop productive, professional relationships with HQ based RM and any corresponding client contacts within J.P. Morgan (e.g. Banker, Payments’ representatives) to support the client globally and key internal stakeholders in the assigned portfolio
• Identifies client needs and proposing to upsell/cross sell MS European (EU) products by acting as a consultant for clients by providing consultancy, data analytics and advice on how to best utilise the products and services of J.P. Morgan Merchant Services in EMEA
• Maintains client account plans and accurate records of client interactions; provide input to global client account plans; proactive reporting or dashboards on an agreed frequency; conduct customers satisfaction surveys and recommend ways of improving client satisfaction
• Identifies improvements to existing systems/products & processes as well as opportunities for new products & services in region
• Provides clients with comprehensive merchant acquiring payment landscape in EMEA, build business cases with clients and guide their decision-making process
• Demonstrates the relevant level of experience in payment processing and merchant acquisition (various payment methods and their checkout experience, consumer behaviours) in EMEA and worldwide

Required qualifications, capabilities and skills

• Experience in delivering client-focused solutions based upon their needs with a proven track record of building and maintaining relationships with senior level executives in APAC 

Preferred qualifications, capabilities and skills

Please be aware this role will require some European and international travel (up to 20%)