Customer Relationship Manager (CRM - NSW/ACT)

About the role

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