蚂蚁金服Ant International-KA Account Manager-GBSS
任职要求
– Fluent English & Chinese, Cantonese &global working experience is preferred; – Ability to communicate effectively via telephone, email and face to face by utilizing active listening and clearly speaking to the customer; – Ability to make discretionary decisions based on research independently. Performs a variety of tasks. A certain degree of creativity and latitude required; – Ability to handle tough contacts and complaints; – Ability to deliver right suggestions to merchants to detect risky trend of managed accounts, and take proactive action to avoid risk; – Ability to complete multi-tasks; good skills in time management, task management and problem solving; – Well-develop sense of urgency and follow through; good judgment of importance, priority and emergency; good analytical skills; – Good ability of trouble shooting, has certain degree of flexibility and maturity; – Ability to develop and maintain professional working relationships with co-workers and peers; – Good industry knowledge; ability to learn and adapt to new product knowledge including the area of risk, protection and best practice; – A good business writing and presenting skills; – A degree of flexibility is necessary on travel.
工作职责
1. The KA Account Manager position is a fundamental component of the merchant service team, serving a portfolio of large and strategically important merchants and partners in each market. 2. The role provides account management support in two capacities: as the primary contact for an assigned portfolio of large merchants and partners, as one of key members of a cross functional account team that includes Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds and Finance whose focus is to retain, manage and grow key account relationships. 3.The KA Account Manager is the lead point of contact for all service aspects of the merchant processing relationship during the contract life, ensuring a smooth transition from onboarding through to the activity phase. 4.The position is the focal point for information and communication with the merchants and partners on critical operational issues including onboarding, configuration, finance, risk and compliance management. Specific Duties： - Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, meet specific customer satisfaction requirements while continuously driving the healthiness of the account portfolio； - Provide accurate solutions to merchants regarding products, processes and compliance requirements； - Be available to answer all email, phone inquiries from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints； - Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process； - Provide feedback to related teams on customers’ voice timely and proactively work on the solutions；Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to higher leadership team； - Work closely with related teams or counterparts to resolve merchants’ issue and follow up with responsible parties until they are resolved； - Regularly update customer relationship management database; - Insights study and analysis for each market to address challenges and opportunities.
Roles & Responsibilities: 1. The KA Account Manager position is a fundamental component of the merchant service team, serving a portfolio of large and strategically important merchants and partners in each market (Mainly focusing on Greater China region). 2. The role provides account management support in two capacities: as the primary contact for an assigned portfolio of large merchants and partners, as one of key members of a cross functional account team that includes Business Development, Marketing, Technical Support, Risk Management, AML, Legal, Customer Funds and Finance whose focus is to retain, manage and grow key account relationships. 3.The KA Account Manager is the lead point of contact for all service aspects of the merchant processing relationship during the contract life, ensuring a smooth transition from onboarding through to the activity phase. 4.The position is the focal point for information and communication with the merchants and partners on critical operational issues including risk and compliance management. Specific Duties： - Maintain a specific number of accounts as required, deliver quality merchant support service to the account portfolio, meet specific customer satisfaction requirements while continuously driving the healthiness of the account portfolio； - Be available to answer all email, phone, and voice mail inquiries from your account base, and provide one-stop solution to address their needs, including difficult contacts and complaints； - Provide accurate solutions and proper education to merchants regarding products, processes and compliance requirements； - Work closely with related teams or counterparts to resolve merchants’ issue and follow up with responsible parties until they are resolved； - Make outbound contacts to merchants whenever there are outstanding issues in the account, and give merchants proper guidance to improve the process and conduct authenticity investigation based on regulation requirement； - Provide feedback to related teams on customers’ voice timely and proactively work on the solutions； - Summarize the trend based on merchants’ voices; identify the valuable feedback and urgent issues to escalate to higher leadership team； - Keep monthly contact with merchants and maintain business relationships; - Regularly update customer relationship management database; - Insights study and analysis for each market to address challenges and opportunities.
• Grow the portfolio of Key account partners in the market by introducing potential partners to Trip.com and facilitating their onboarding process. • Develop and maintain strong relationships with partners by providing data insights and implementing strategies to increase their market share and revenue opportunities. • Perform in-market research, provide insights and conduct performance review meetings with key stakeholders. • Develop a high level of engagement with assigned accounts, applying an array of communication methods. • Review partner productivity performance and implement actions, accordingly, ensuring your portfolio of accounts are consistently optimized. • Secure and coordinate merchandising activities for KA partners with special deals and seasonal promotions, supporting Trip.com marketing initiatives. • Represent Trip.com in the market by building the companies profile with key stakeholders and providing expertise in the industry on market insights and trends. • Collaborate with cross-functional teams to ensure seamless delivery of services
As the Key Account Management Lead, you will be responsible for leading and guiding one key account management team in building and maintaining strong, long-lasting relationships with our brand partners. You will oversee the development of key account plans, negotiate commertial terms, and and enhance their performance on our platform through exceptional merchants services. This role will report to the Head of Key Account. Job description: 1. Business Development and Negotiation: Lead team to build and strengthen relationships with key brand partners through key engagement and negotiation of mutually beneficial agreements; Utilize exceptional communication skills to interact effectively with senior executives, understanding their needs and aligning our services to their strategic goals. 2. Key Account Planning and Execution: Develop and implement a comprehensive key account management strategy that aligns with both company's business goals and brand partners' objectives; Allocate resources effectively to support strategic initiatives and maximize ROI for both the company and our partners; Regularly assess partner performance to optimize their success on our platform through data analysis. 3. Leadership and Team Management: Lead the key account management team by setting clear objectives, providing guidance, and offering professional development opportunities; Define and track key performance indicators (KPIs) for the key account managers to measure success and drive team performances; Foster a culture of excellence and accountability within the team, ensuring all members are equipped to meet and exceed their goals. 4. Cross-functional Collaboration: Collaborate closely with operations, product managers, marketing, customer service, and finance teams to deliver a cohesive and superior service to brand partners. 作为大客户管理部门负责人，领导和指导大客户管理团队，建立和维护与我们重点餐饮品牌合作伙伴的关系，并通过优质的商家服务为双方带来持续增长。该职位直接汇报给 KA 团队负责人。 职位描述： 1、商务合作和谈判：领导团队与重点餐饮品牌建立共赢的战略合作关系；能够有效地与餐饮品牌的高级管理层互动，了解他们的需求，并使我们的服务与他们的战略目标一致。 2、大客户运营策略规划与执行：制定与公司业务目标和品牌合作伙伴目标一致的大客户发展策略；能够有效分配资源以支持策略达成，并为公司及合作伙伴创造最大化的收益；通过数据分析定期评估业绩表现，不断优化品牌运营策略并驱动他们在平台上获得增长和收入。 3、大客户团队管理：为大客户经理设定明确的目标和发展机会；定义并跟踪大客户经理的关键绩效指标，有效衡量团队的绩效表现并推动达成更好的结果；培养追求卓越的团队，提供有效指导，确保所有成员都有能力达成目标并超出预期。 4、跨部门协作：与运营、产品、营销、客服和财务团队紧密合作，共同为品牌合作伙伴提供优质的服务。
1、熟悉欧洲潮奢品业态，有大量卖家孵化和运营经验，能快速对卖家进行分层运营管理，明晰类目卖家商品结构和货源情况，梳理制定KA和PKA卖家的成长路径，针对不同层级的卖家给予成长帮助，不断优化商家运营机制和流程； 2、了解跨境潮奢品平台电商体系，能根据平台特性及模式需求，制定不同商家的发展目标，配合解决商家入驻后的问题，推进卖家的产品丰富度以及销售的快速成长； 3、洞悉竞争对手运营动态，平台用户构成分析及热销品类分析，挖掘业务机会点，推动不同层级不同类型商家的增长； 4、对市场走向熟悉，能进行品维度的线索收集和管理，熟悉欧洲货品在中国市场的新品、热销款、尾货结构，通过商品沉淀提升用户关系和用户粘性、预判行业机会，运用到不同商家； 5、协同产品，BI等横向内部团队，结合卖家和运营的需求，提出建议并协助推进优化方案的落地，持续提升客户和商家的体验。