Customer Experience Manager - Fixed Term

The primary objective of the Revenue Optimisation team is to identify revenue optimisation opportunities for our merchants across Retail and Hospitality, providing data-driven insights, in-store and remote staff training, and best practice sharing. This is a critical team within our commercial function, whose work spans the entire customer Payments and Tax Free portfolio, from world renowned luxury retail brands and hotel chains to independent stores. The Revenue Optimisation team brings exceptional value to our customers as well as generating revenue for Planet. 

The Customer Experience Manager is principally responsible for providing training to customers on dynamic currency conversion solutions and VAT refunds (Tax Free). You will use customer data and work closely with our commercial teams to create training plans for your region and for specific merchants, and monitor the impact of the trainings. 

What you will do: 

• In person training: provide interactive training to customer staff on location. Involves intracity and intercity travel to cover the customer portfolio within the region.  

• Online training: prepare and present virtual training and follow-up sessions with customers in order to have wider reach. Use available tools to support your customers’ performance (e.g. bespoke training materials and customer tailored programs). 

• Customer performance monitoring: Track customer performance, make recommendations for revenue optimisation opportunities and report any technical issues to commercial and product teams for resolution. 

• Internal collaboration: Work closely with the commercial team to define ideal approach for each customer opportunity and contextualise within any ongoing conversations. 

• Ad hoc customer training and meetings: Support our commercial teams in ad hoc customer meetings, including preparing and presenting revenue optimisation impact in quarterly business reviews. 

Who you are:

• Experience in training required, ideally from working in Hospitality or Retail sectors, or from a Payments or B2B background. 

• Strong communication and interpersonal skills, and a strong professional presence. 

• Commercially oriented, strong analytical skills and goal-oriented mindset. 

• Proactive approach with focus on continuous improvement. 

• Business and technical curiosity with regards to understanding customer operating model and identifying pain points through discovery questions. 

• Fluent in English and French, verbal and written. 

• Ability to manage multiple priorities and conflicting agendas effectively. 

• Passion for building strong customer relationships and fostering customer loyalty.