Customer Success Manager

COMPANY PROFILE

Fexco is Ireland’s most successful multinational finance and business solutions provider, with operations in 28 countries worldwide. Founded and headquartered in Ireland in 1981, FEXCO employs more than 2,000 people across Europe, the Middle East, Asia, North America, Latin America and Australasia.

Fexco serves some of the world’s biggest brands across multiple industries through a wide range of innovative products and services, including Dynamic Currency Conversion, Commercial and Retail FX, Managed Business Solutions and Tax Free Retail Services.

Main Responsibility

This is a key appointment and offers the successful candidate an opportunity to join a highly motivated and well established Dubai based team dedicated to servicing the specialist needs of our partners in the MEASA region. Through this fully hands-on role we endeavor to better service our partners, innovate to drive additional mutual benefits and further deepen the relationships with these customers.

The role is vital to building and nurturing specialist knowledge of the retail and hospitality sectors within the Team. In collaboration with partner banks the Customer Success Manager will build strong relationships with top performing merchants and ensure delivery of best in class customer management to merchants in this sector. The role will also involve Sales Support to our business development team working the wider MEASA region and the delivery of bespoke MIS reporting. Some travel will be expected.

KEY RESPONSIBILITIES

• Work autonomously and as part of the team towards meeting set targets for managing existing partner accounts.
• Build solid relationships with contacts/partners to encourage merchants to maximise DCC opportunity. Engage in person with merchants on a daily basis. Engage with personnel at all levels of merchant organisations with regular meetings, trainings and feedback.
• Monitor and report hit rates (service acceptance) and revenue on a monthly basis and develop and present what influences trends in hit rates. Respond quickly to underperforming merchants by engaging the appropriate technical and business resources within FEXCO Merchant Services and our partner organisations.
• Provide merchants all necessary and appropriate support and assistance to continuously grow their conversion levels.
• Conduct regular business reviews with our partners and present tailored MIS on a regular basis.
• Seek out opportunities for FEXCO to deepen its existing relationships, e.g. new product innovation or different applications of our core capabilities.
• Engage the various competencies of FEXCO Merchants Services to broaden our product offering.
• For key merchants and partners act as their first point of contact in respect of business related issues or queries.
• Deliver training for new and existing merchants in line with compliance requirements and prepare and maintain training manuals appropriate to the verticals we service and the partner banks that the service is deployed through.
• Work closely with our partners in compiling marketing material to enable them to promote the service offering to their merchants. Support and assist in any sales/promotional activities undertaken.
• Maintain strong overall knowledge of solutions deployed – terminal, integrated, ATM, e-commerce, etc.

QUALIFICATIONS / COMPETENCIES REQUIRED

• Experience in retail/hospitality/business sector preferable in a role that is customer facing and where you have demonstrated superior customer service capabilities.
• Communication and interpersonal skills - comfortable and capable of communicating with all levels within and outside the business, both written and verbal with a high level of professionalism. Fluency in English is required both written and spoken. Hindi or Arabic spoken is a benefit but not essential.
• Organizational skills - self-motivated and able to demonstrate strong organization and prioritization skills in a management environment.
• Strong technical and computer literacy – conversant in point of sale and ecommerce and related technology as well as skilled in the use of tools such as CRM, Word, PowerPoint, Outlook, Excel and AI.
• Must be able to work under pressure and successfully manage a very diverse and demanding workload. Must be able to work autonomously when required.
• Able to persuade and influence internal and external clients.
• Initiative - demonstrated experience in developing new ideas to improve processes.
• Ability to travel to meet clients and partners essential so current UAE driving license and own car is required
• In this challenging and fast-changing market, the key duties will continue to evolve and change.
• Working hours will vary depending on whether you are working with a partner bank or a merchant. Typically, the hours are 9:00 am to 5.00 pm Monday and 10:00 am to 18:00 pm Tuesday to Friday, but evening and weekend work is occasionally required. A high level of flexibility is required as you will be working independently to achieve set targets and goals.
• The successful applicant will work from our Dubai office one day a week and the rest of the week out on the road at client sites.