Fexco Payments and FX is currently recruiting for a Team Leader & Key Account Manager to join their team on a permanent basis. This role can be based from home or in one of our offices based in Ireland.
Key Account Management Team Leader
The Team Leader & Key Account Manager manages a team of Key Account Managers who maintain and extend our relationship with strategically important partners, ensuring that our interaction with them is collaborative in nature and grows their lifetime value to Fexco against both revenue and profitability targets. This is accomplished by leading the team in their understanding and anticipating the current and future business needs of the merchant, ensuring these are communicated across the organisation and working with the team to present technical and business solutions to meet those needs. The role leads the team in ensuring the merchant’s account planning cycle, which includes mutual performance objectives, financial metrics and critical milestones for a one and three year period is in place. The job holder will also be responsible for the Head Office relationship for a number of strategically important key merchant groups.
The Key Account Management Team Leader will assume team management responsibilities for a team of Ireland based Key Account Managers who in turn manage the relationship with key merchants and smaller merchant groups. The role has direct responsibility for managing the Head Office relationship for a number of key merchant groups. The job holder will apply the job requirements set out below to his / her Head Office relationships, working closely with the relevant Key Account Manager(s) that have responsibility for individual outlets:
Strategy & Growth
Provide guidance and support to the team in preparation of the Account Plans. Ensure the team take ownership of the merchant’s account planning cycle and that this plan is of good quality, executed accordingly and kept up to date. Assist team members in the preparation of budget stats for our business with the merchant.
Motivate the team to drive for new revenue with the merchant by identifying new business opportunities for both parties and working with the merchant and/or internal Payments & FX teams to get these across the line.Assist team with planning of rollout to new locations as required.
Engage with the team once new Fexco product offerings become available; guarantee that the team attains the knowledge required to deploy new products where appropriate.
Establish that the team are carrying out regular opportunity analysis, e.g. to identify unsupported currencies.
Encourage the team to manage and extend upwards the contact matrix within the merchant’s organisation, making certain that all potential points of contact and influence are being addressed.
Support the team in establishing their merchant’s affiliation with other companies (acquirers, third parties) across the globe; help the team to identify opportunities this may present and also competitive factors that would need to be taken into account.
Ensure all team activity is captured on CRM.
Intelligence & Insights
Understand the key drivers behind our business with our Key Accounts; make sure the team can identify and examine issues with KPIs and bring these to the attention of the merchant or the appropriate internal Payments & FX team.
Help the team to gain an understanding of the cause and impact of factors external to the merchant and/or Payments & FX relevant to revenue performance across all stakeholders and ensure they are able to articulate this to merchants.
Encourage the team to leverage the merchant relationship to provide ongoing client and market intelligence.
Understand and leverage Mercury BI reporting capabilities, closely monitoring and analysing team performance. Work with the team to ensure reports are available to the merchants, understood and used as appropriate.
Understand all aspects of merchant business outside of Payments & FX products. Be inquisitive about gaining information from the team as to how their merchants operate; work with the team to identify any needs outside of current Payments & FX product offering and flag these with management and other relevant internal departments.
Monitor / report on competitor solutions / behavior in the market.
Work closely with management and with each team member to ensure clear performance goals are set out at the beginning of each year for each team member. Document in detail the results expected of team members; ensure these are communicated to and understood by the individual.
Carry out regular performance reviews with all team members. Ensure that any issues relating to under-performance are clearly highlighted, documented and communicated to team members. Set out a plan to tackle under-performance containing milestones for improvement and dates for achievement of these milestones. Review on a regular basis to ensure improvement kicks in and keep management informed of progress.
Challenge team members to excel in top class customer service and professionalism at all times. Highlight areas for improvement to team members and discuss/resolve any issues at performance review meetings.
Guarantee that all Key Account Managers receive the training/up-skilling required to allow them carry out their role in a professional manner.
Represent the team at internal meetings and act as a stakeholder for the Key Account Management Team where required.
Have an excellent working knowledge of the technical third party solutions deployed by Payments & FX merchants - engaging where necessary with the payments & FX Terminal Product Team/PSP Manager in order to examine and resolve issues that may arise, which affect the wider team.
Ensure system testing /health checks are carried out on a regular basis by the team and that results are recorded. Ensure clear process and operating flows are in place for all Key Accounts.
Prepare regular team performance reports for management as required.
Assume ownership for expense claim review and sign-off, holiday approval, team cover, etc.
Schedule, host and chair regular review meetings with senior merchant staff for key merchant groups and prepare documentation for same.
Be aware of all incidents relating to P&FX business with the merchant; communicate and work with the merchant and internal P&FX Teams until these have been resolved.
Gain full understanding of P&FX costs related to servicing the merchant, using this information when planning incentives, etc.
Work with merchants to compile merchant specific marketing collateral as required.
Own all projects related to business with the merchant.
Provide regular reporting to merchants in accordance with their business needs and present regular updates on agreed KPIs.
Process ERG claims as required.
Assist with event / promotional days across relevant merchant locations.
Contractual & Compliance
Remain up to date on all developments within the payment industry; understand any necessary compliance related changes and ensure team are made aware of these.
Work with team members and management through contract renegotiation period to ensure retention of business.
Have a comprehensive overview of P&FX’s’ contractual relationship with key merchant groups, being mindful of implications any technical, financial or product related changes might have on our contractual relationship. Highlight contract expiry dates/roll-over periods to team leader and work with them through contract renegotiation period to ensure retention of business.
Experience in team leadership and management; good listening, coaching and motivating capabilities; excellent ability to set clear goals for the team and ensure achievement of same.
Demonstrated superior customer service capabilities; experience in developing new ideas to improve key processes, product offering and revenue.
Communication and interpersonal skills – ability to communicate praise and criticism clearly to team members; capable of communicating confidently with all levels within and outside the business both written and verbal with a high level of professionalism.
Organisational skills - self-motivated and able to demonstrate strong organisation and prioritisation skills in a sales and relationship management environment. Must be able to work under pressure and autonomously; successfully manage a very diverse and demanding workload and problem-solve.
Strong technical and computer literacy; skilled in the use of tools such as Word, PowerPoint, Outlook and Excel.
Flexible attitude to working hours and willingness to travel.
Full clean driving license.
Fexco is proud to support and promote a diverse and inclusive workplace.