Customer Experience Manager

<p><b>About Us:</b></p><p>Planet is a leading technology company transforming payments by putting customer experience first.</p><p>We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.</p><p>In recent years, we have experienced significant growth, expanding our services and global presence.</p><p>With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.</p><p>Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.</p><p></p><p><b><span>Role Overview </span></b><span>  </span></p><p><span><span>The </span><span>primary </span><span>objective</span></span><span><span> of the </span><span>Revenue </span><span>Optimi</span><span>s</span><span>ation</span><span> team is </span></span><span><span>to </span><span>identify</span><span> revenue </span><span>optimisation</span><span> opportunities for our merchants across Retail and Hospitality, </span><span>providing</span><span> data-driven insights, in-store and remote staff training, and best practice sharing.</span><span> </span><span>This is a critical team within our commercial function</span><span>, </span><span>whose </span><span>work </span><span>spans </span><span>the entire customer </span><span>P</span><span>ayments </span><span>and </span><span>T</span><span>ax </span><span>F</span><span>ree</span><span> </span><span>portfolio</span><span>,</span><span> </span><span>f</span><span>rom </span><span>world renowned luxury </span><span>retail </span><span>brands and hotel chains to independent stores</span><span>. T</span><span>he </span><span>Revenue </span><span>Optimisation</span><span> team</span><span> </span><span>brings </span><span>exceptional value to our customers as well as generating </span><span>revenue </span><span>for Planet</span><span>.</span></span><span> </span></p><p><span> </span></p><p><span><span>T</span><span>he </span><span>Customer Experience </span><span>Manager </span><span>is </span><span>principally </span><span>responsible for </span><span>providing </span><span>training to customers on </span><span>dynamic currency conversion</span><span> solutions</span><span> and </span><span>VAT refunds (Tax Free)</span></span><span><span>. </span><span>You will </span><span>use </span><span>customer data and </span><span>work closely with </span><span>our commercial teams</span><span> to </span><span>create </span><span>training plans for your region and for specific </span><span>merchants, and</span><span> monitor the impact of the </span><span>trainings</span><span>.</span></span><span> </span></p><p><span> </span></p><p><b><span>What </span><span>you will do</span></b><span> </span></p><ul><li><p><span> </span><b><span>In person training</span></b><span><span>: </span><span>provide </span><span>interactive </span><span>training to customer staff</span><span> on location</span><span>. </span><span>Involves intra</span><span>city and inter</span><span>city </span><span>travel to cover the customer portfolio within the region</span><span>. </span></span><span> </span></p></li></ul><ul><li><p><b><span>Online training</span></b><span><span>: </span><span>prepare and </span><span>present virtual training and follow-up sessions with customers </span><span>in order to</span><span> have </span><span>wider</span><span> reach.</span><span> Use available tools to support your </span><span>customers’ performance (</span><span>e.g.</span><span> </span><span>bespoke </span><span>training materials and </span><span>customer tailored </span><span>programs).</span></span><span> </span></p></li></ul><ul><li><p><b><span>Customer </span><span>performance monitoring</span></b><span><span>: </span><span>Track customer performance</span><span>, </span><span>make recommendations for revenue </span><span>optimi</span><span>s</span><span>ation</span><span> opportunities</span><span> and</span><span> report </span><span>any technical issues to commercial and product teams for resolution</span><span>.</span></span><span> </span></p></li></ul><ul><li><p><b><span>Internal c</span><span>ollaboration</span></b><span><span>: </span></span><span><span>Work closely with </span><span>the </span><span>commercial</span><span> team to define ideal approach for each </span><span>customer </span><span>opportunity and contextualise within </span><span>any </span><span>ongoing conversations</span><span>.</span></span><span> </span></p></li></ul><ul><li><p><b><span>Ad hoc customer training</span><span> and meetings</span></b><span><span>:</span><span> Support our commercial teams in ad hoc customer meetings, including preparing and presenting revenue </span><span>optimisation</span><span> impact in quarterly b