Loyalty & Retention - Vice President

The Vice President of Loyalty & Retention will spearhead strategic initiatives aimed at enhancing the retention and satisfaction of our SMB merchant portfolio. This role involves leading a dedicated team to ensure the delivery of exceptional service, optimizing processes, and fostering strong relationships with both internal and external stakeholders. The successful candidate will play a pivotal role in shaping and executing retention strategies, Loyalty campaigns, and ensuring that service levels meet and exceed expectations.

Job Responsibilities:

• Strategic Leadership:
  • Develop and implement comprehensive retention strategies and loyalty campaigns for the SMB merchant portfolio, aligning with organizational goals and market trends.
  • Lead cross-functional initiatives to enhance the overall merchant experience and drive loyalty.
• Team Management and Development:
  • Oversee the management of the SMB account relationship and loyalty team, ensuring high performance through effective leadership, coaching, and development.
  • Cultivate a high-performing team environment, focusing on talent acquisition, training, and career development to retain top talent.
• Stakeholder Collaboration:
  • Build and maintain strong relationships with internal departments and external partners to ensure seamless support and service delivery.
  • Collaborate with internal teams and leadership to address and resolve merchant-related issues promptly and effectively.
• Process Optimization:
  • Identify and implement improvements to existing systems and processes to enhance efficiency and service quality.
  • Serve as a Subject Matter Expert, ensuring that new product and process enhancements are integrated into the team's knowledge base and tools.
• Risk and Compliance Management:
  • Maintain a comprehensive understanding of business risks and ensure appropriate oversight of risk management initiatives.
  • Partner with senior management to escalate and resolve risks, incorporating compliance and controls into merchant interactions.
• Cultural Leadership:
  • Demonstrate a commitment to fostering a diverse and inclusive workplace culture.
  • Promote a culture of professionalism, attention to detail, and creative problem-solving.
    

Qualifications:

• University degree preferred; relevant work experience in Loyalty & Retention may be considered in lieu of a degree.
• Experience in people management within account management, sales, or operations, with a proven track record of driving performance and retention.
• Bilingual proficiency in English and French is preferred.
• Exceptional customer service skills, with experience in handling escalated service issues.
• Strong negotiation and sales skills, with a deep understanding of pricing structures and merchant services.
• Proficiency in Microsoft Office and familiarity with systems such as Client Central (Salesforce), PeopleSoft, EBS, and CST.
• Demonstrated ability to lead strategic initiatives and collaborate effectively with senior leadership.