Head of Client Relationship Management

  • Full time
  • Limassol, Cyprus
  • @payabl posted 3 weeks ago
  • Posted : 27/03/2024 -Accepting applications

Job Detail

  • Job ID 15512
  • Remote Job No
  • Career Level Senior
  • Experience 8 Years +

Job Description

The Client Relationship Management department is a crucial component of our organization. It is dedicated to fostering strong relationships with our valued clients. Our mission is to cultivate and maintain strong, mutually beneficial relationships with our clients while driving business growth and profitability. This mission involves various tasks such as retention, business development, client satisfaction, strategic partnerships, industry knowledge, excellent communication skills, and team leadership skills. One of the main tasks/projects of this department is to serve as the primary advocate for clients within the organization. This involves driving client satisfaction, retention, and growth while maintaining alignment with company objectives and values.

Your Key Responsibilities:

  • Process optimization: streamlining and optimizing internal processes to enhance efficiency, reduce costs and minimize errors. Identifying opportunities for automation and implementing technological solutions to improve operational workflow
  • Team Leadership: Leading and managing a client relations team, providing mentorship, guidance, and training. Collaborating with internal teams, including sales, Risk, AML, Tech Support, Product department and marketing, to ensure a cohesive client experience.
  • Customer Service and Issue Resolution: Overseeing customer service operations related to payments, ensuring timely issue resolution and positive customer experience. Developing strategies to address customer inquiries and concerns promptly. Serving as the primary point of contact for clients to address and resolve any issues, concerns, or challenges related to payment services.
  • Client Onboarding and training: Overseeing the onboarding process for new clients, ensuring a smooth transition and comprehensive training on payment solutions. Providing ongoing education and training to clients on new features, updates, and industry best practices.
  • Relationship Building: Building and nurturing long-term relationships with key clients, understanding their business goals, and aligning payment solutions to meet their needs. Identifying opportunities for upselling or cross-selling additional services to existing clients. Teach these responsibilities to client relations managers.
  • Market Research and Competitive Analysis: Staying informed about market trends, industry developments, and competitive offerings. Utilizing market intelligence to position the organization’s payment solutions effectively and stay ahead of industry changes

Requirements

  • Education: Bachelor’s degree in business administration, finance or a related field.
  • Experience: minimum 3 years of experience as Head of Client Relations or Head of Client Success or team lead
  • Industry –knowledge: In-depth knowledge of the payment industry, including payments processing technologies, regulatory requirements and industry trends is essential. Familiarity with various payment methods such as credit cards, mobile payments, and alternative payment solutions
  • Client management Skills: Strong interpersonal and communication skills are critical for building and maintaining relationships with clients. The Ability to understand client’s needs, address concerns and negotiate agreements is a must.
  • Strategic Thinking: Candidate should possess strategic thinking abilities to develop and execute client engagement strategies that align with business objectives
  • Leadership Abilities: The Head of the department must have strong leadership skills, including the ability to motivate and manage the team of client relations and client success professionals. Experience in team management, mentoring, and coaching is essential
  • Problem-Solving Skills: The ability to analyze complex client issues, develop solutions, and resolve conflicts effectively is crucial. Candidates should be proactive in addressing client challenges and finding innovative ways to add value
  • Sales and business Development: Experience in sales and business development is preferred, as the future Head of department may be responsible for identifying new opportunities, pitching products or services to clients, and contributing to revenue generation efforts.
  • Technical Proficiency: Familiarity with CRM software, sales automation tools, and other technology platforms used for client relationship management is advantageous. Candidates should be comfortable using technology to track client interactions, manage accounts, and generate reports.
  • Adaptability and Resilience: The payment industry is dynamic and rapidly evolving, so candidates should be adaptable to change and resilient in the face of challenges. The ability to thrive in a fast-paced environment and navigate uncertainty is essential.

Benefits

  • Provident Fund: Designed to ensure your financial stability in the long term through savings.
  • Company Car: Post-probation, you’ll receive a company car
  • Growth Opportunities: Extensive professional development opportunities in a culture that values learning and innovation.
  • Lunch Allowance
  • Language Skills: Improve your Greek with twice-weekly, on-site classes for all team members.
  • A discount card offering savings at various local businesses, integrating you more into the community.
  • Multicultural Workplace: Experience the dynamism of working in a multicultural setting where your contributions are significant and appreciated.
  • Pioneering Projects: Play a pivotal role in leading-edge projects, driving change and progress within our forward-thinking organization.

Required skills