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Director Small Merchant Partnerships

American Express - Sydney, NSW

Source: uWorkin


Job Description

American Express Global Merchant Services manage all aspects of our vitally important merchant relationships. Within this department is the Small and Medium Merchant ANZ and Centralized Client Management APAC team, which is responsible for delivering a vibrant network by acquiring and retaining more card accepting small to medium sized Merchants and continuing to improve their satisfaction.

Reporting to the Vice President of Small and Medium Merchants, the Director – Small Merchant Partnerships ANZ, will be responsible for leading and implementing innovative channel strategies that optimize the effective acquisition and engagement with Small Merchants to drive Coverage expansion through improved Card acceptance, activation, warm acceptance, and merchant satisfaction. The specific channels that sit under this team are inbound and outbound vendor telesales, external sales agents, face to face visits, and welcome calls team.

This role requires an individual with strong business acumen, multi-channel expertise, strategic thinking skills and proven execution experience. They also need the ability to engage, influence and collaborate with different internal functions to deliver timely and high impactful results, setting the bar for thought leadership in their area of expertise. Lastly, this role requires the ability to influence vendor partners through contract negotiations and strong relationship management.

To achieve this, the incumbent’s principal accountabilities will involve:

  • Driving the strategy to improve the effectiveness of our vendor acquisition and engagement channels. This includes optimizing the size of the channel, forecasting channel deliverables, analysing channel performance vs. forecast, and driving continuous improvement.

  • Leading and optimise 3rd party vendor relationships - to ensure American Express card acceptance and value to Small Merchants. Specific ownership of:

    • Face to face engagement channel through third party vendor for A/NZ; including field rep recruitment and training, in field channel tracking and performance, value delivery and point of purchase (POP) placement and ROI measurement;

    • Face to face sales age channel through third party vendors for A/NZ; including field rep recruitment and training, in field channel tracking and performance, value delivery and point of purchase (POP) placement and ROI measurement;

    • NZ-based inbound and outbound vendor telemarketing channel through third party vendor; this will also include recruitment and training, channel tracking and performance, value delivery and account activations as well as ROI measurement

  • Manage the investment strategy, request process and budget utilization across the entire SME team including the vendor partnerships, association partnerships, and other miscellaneous investments required by the team.

  • Maximize the business outcomes during the Early Engagement period by improving the welcome calls and visits program, understanding areas of opportunity, and driving forward process innovations that will result in more new merchants accepting an Amex transaction.

  • Active and ongoing stakeholder engagement with Prospect Marketing, Marketing, Finance, Pricing, Sales, Legal, Compliance, and Strategic Planning and seek out opportunities to integrate channel findings and insights across the Blue Box.

  • Lead a team of 6 and indirect leadership through vendor partners of over 130.

Minimum Qualifications

Core competencies of the successful candidate include:

  • Bachelor’s Degree.

  • At least 10 years’ experience in strategy, marketing and/or sales.

  • Strong people leader who can mobilise, prioritise, collaborate and influence team members and functional teams across multiple geographies.

  • Demonstrated knowledge of key multi-channel frameworks, tools, platforms and processes, including solid experience in customer segmentation.

  • Has a strong track record in working with vendors and partners to build channel programs and deliver against critical business metrics.

  • Results driven self-starter with a proven ability to manage and deliver against multiple priorities in a fast-paced, dynamic environment.

  • Excellent relationship management, communication, analytics and presentation skills.

  • Ability to develop and implement business plans and strategies with a clear storyline that is aligned with the objectives and the audience.

  • Competence with Salesforce a plus.

  • A true ambassador for small business – with a strong understanding of the small business environment, its’ challenges and opportunities.