Relationship Management Director, Merchant Business

  • Develop and implement actionable, innovative and effective merchant relationship strategy
  • Be responsible for the overall coordination and leadership of all of the RM activities of the business, achieving superior levels of customer satisfaction within the agreed budget framework
  • Set and monitoring of tar gets specific to each verticals
  • Ensure resource levels are authorised for team members to enable them to deliver results
  • Monitor team’s relationship management activities and support metrics for team members to achieve the set objectives in cross-sell, customer retention and customer support
  • Provide guidance and support to enhance performance
  • Facilitate individual and team buy-in to RM targets
  • Ensure there are daily team meetings to analyse progress and plan activity to succeed
  • Provide strategic direction and monitoring of team members through documented monthly one-on-ones
  • Identify training needs and coordinating with the relevant departments / product teams to ensure training is provided
  • Identify, propose, select and manage key client accounts
  • Hands on management of issues resolution, process design and refinement, taking on all Relationship Management tasks
  • Act as a subject matter expert of all the Acquiring products and services that Wirecard offers business
  • Collaborate with the Product Development and Sales Team for new client requirements
  • Proactively suggest ways in which Relationship Management can be improved

Requirements

  • Sales and Account Management experience with C suites personnels
  • Managing a Team currently or had manage a team in previous vocations
  • 5 to 10 years of experience in Relationship Management, preferably in the payments environment for major banks, PSP or processing company
  • Experience working with other payment schemes such as American Express, UnionPay, Diners Club / Discover - are a plus
  • Proven ability to manage geographically distributed and culturally diverse teams
  • Ability to bridge the gap between business issues and solutions
  • Interpret business needs into requirements that can be fed to Technical Teams
  • Self-starter mentality, and hands-on approach

Benefits

  • Thrive in challenging business scenarios and with the ability to innovate your own ideas
  • Create an excellent working atmosphere, leading a highly-motivated and successful team within an international company culture