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  • 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

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Job summary

  • Senior Account Manager

  • Makati, National Capital Region

  • Company

    SOW Philippines Fulfillment Inc.
  • Type of contract

    Permanent contract

  • Work type

    Full Time

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