Account Manager  Full Time

Job Title: Account Manager

Reporting to: Head of Merchant business

Primary Location: Dubai

Contract type: Permanent Full time

Work Model: Onsite

Key Results Area

• Operating as the lead point of contact for all matters specific to your accounts. Develop thorough understanding of the merchant’s position in the market, their product and competitive landscape.
• Onboarding & Offboarding: Manage and liaise with Merchants to complete registration and de-registration within Service Level timeframe through agreed process. This will include activating new stores or deactivating closed stores.
• Invoicing: Ensure invoices are paid in a timely manner by the merchants. Follow up on overdue invoices when applicable.
• Campaigns & Business Development: Overseeing account management, develop new business including negotiating new or in pipeline projects to maximize profit. Ensure Business Development needs are met.
• Collaborate with marketing teams (internal & external) to identify and grow opportunities.
• Trainings: Conduct training with store managers and team on the refund solution and rules & regulation of the scheme. Act as a trusted partner to the merchants on the benefits of tax-free shopping for the customer, including providing in store training on the tax-free system, tax-free process, and customer cultural advice.
• Sales Packs: Manage day to day merchant communication and assess their requirements, follow up by preparing the necessary sales material and arrange dispatch within the defined timeline.
• Branded materials: Ensuring merchant sites display the latest updated and branded point-of-sale literature, stickers, and leaflets to provide the tax-free service in store.
• Review of merchant accounts to identify improvements that can be made in store to both the customer experience and issue and conversion rate.
• Creation of Merchant reports: Preparing standardised and bespoke statistical reports for affiliated merchants, using the internal data system.
• Holding monthly, quarterly, and biannual reviews with the merchant and internal stakeholders on performance.
• To ensure that agreed business processes are followed as per documented SLA’s.
• Provide dedicated merchant support, including escalations, issue resolution, remote or onsite technical and or operational support and escalating when necessary to the relevant teams and keeping incident owner appraised of the status and progress.
• Maintaining relationships with internal and external stakeholders through liaising and resolving any ongoing issues.
• Participate in the Company’s Performance Management System and ensure full compliance with all policies and procedures, reporting systems and Company Values always.
• Be fully familiar and understand authority level and ultimate accountability of this role.
• Work closely with the team to develop sales strategies and take ownership of projects, lead the team towards success, drive strategic planning, monitor progress.
• Assigning accounts, setting performance targets, and conducting regular reviews and briefing, tracking performance metrics, and identifying areas for improvement.
• Provide guidance, training, and mentorship to help the team members succeed in their roles.
• Collaborating with the team, to contribute insights, recommendations, and expertise. Lead the strategic planning efforts, ensure the alignment of sales activities with the overall organizational goals, driving growth and success.

PERSON SPECIFICATION

Knowledge & Experience

• Previous account management experience, ideally in service background.
• Previous retail and/or financial services experience
• Technical knowledge of in-store POS solutions – desirable
• Excellent relationship management and presentation skills
• A “common sense” approach
• Good Microsoft Office knowledge specifically Microsoft Excel and PowerPoint.
• Self-motivated
• Well-spoken and articulate.
• Positive can-do attitude
• Organisation and issue resolution skills
• Team player
• Fluent English & Arabic