senior Account Manager - 5 years experience in sales/marketingSOW Philippines Fulfillment Inc.

Description
Job Description -
Leadership
Acts as the Team Lead of both Merchant Support and Account Managers
Provides daily guidance to Merchant Support Agents & Account Managers in handling merchant inquiries and/or escalations
Ensures that Merchant Support & Account Managers are on top of every single account being managed to lessen if not eliminate undesirable customer experience
Develops monthly KPIs and completes weekly coaching with Merchant Support Agents & Account Managers
Initiates internal incentive program for Merchant Support and Account Managers
Merchant Retention & Growth
Monitors daily volume of each merchant and flags sudden decrease which might result to financial losses
Has Ownership of merchant account retention and proactively checks on delivery performance and remittances
Publishes reports that are related to or will affect loyalty and retention. (E.g. Answered inquiries by Merchant Support Agents versus backlog, Account Managers retention % etc)
Intervenes and schedules business reviews (as needed) with merchants to promote retention, loyalty, and/or revenue growth opportunities.
Initiates loyalty and retention efforts subject to the approval of VP for Sales and Business Development and/or Chief Revenue Officer
Communicates with internal departments, raises challenges and recommendations that will impact merchant loyalty and retention
Communicates with internal departments, raises challenges and recommendations that will impact merchant loyalty and retention
Process / Product Improvement
Acts as the representative of Merchants and raise process and product improvement ideas
Lead and/or participate in projects that will promote merchant loyalty and retention
Roll-out approved new process/product improvement initiatives to Merchant
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 5
Language(s): ,English
Knowledge: Marketing
Availability for travel: Yes
Availability for change of residence: Yes

Makati, National Capital Region ·  11 May
Work type
Full Time