Customer Experience Manager

About Planet

Planet is a global provider of integrated technology and payments solutions for retail and hospitality customers.

We create great experiences for the millions of people who use our payments, software, and tax-free solutions every minute of every day.

Planet empowers its customers to deliver great customer experiences by combining payments and software in ways that drive greater loyalty, increase revenue and save time.

Founded over 35 years ago and with our headquarters in London, today we have more than 2,500 employees located across six continents serving our customers in more than 120 markets.

We're looking for a results-driven, customer-oriented Customer Experience Manager with training experience, ideally in the retail or hospitality sector or in B2B. You'll be instrumental in supporting our valued Enterprise and SMB customers to use our solutions more effectively, leading to improved customer satisfaction and lifetime value. This is a role for someone who thrives on challenges and is eager to make a real impact on our company's success. 

Role Overview  

The primary objective of the Revenue Optimisation team is to identify revenue optimisation opportunities for our merchants across Retail and Hospitality, providing data-driven insights, in-store and remote staff training, and best practice sharing. This is a critical team within our commercial function, whose work spans the entire customer Payments and Tax Free portfolio, from world renowned luxury retail brands and hotel chains to independent stores. The Revenue Optimisation team brings exceptional value to our customers as well as generating revenue for Planet. 

The Customer Experience Manager is principally responsible for providing training to customers on dynamic currency conversion solutions and VAT refunds (Tax Free). You will use customer data and work closely with our commercial teams to create training plans for your region and for specific merchants, and monitor the impact of the trainings. 

What you will do  

• In person training: provide interactive training to customer staff on location. Involves intracity and intercity travel to cover the customer portfolio within the region.  

• Online training: prepare and present virtual training and follow-up sessions with customers in order to have wider reach. Use available tools to support your customers’ performance (e.g. bespoke training materials and customer tailored programs).