Purpose of the role
Customer Relationship Manager (CRM) is responsible for managing the merchant relationship of company payment business. The CRM will be the primary point of contact for our merchant partners and acquirers' merchant sales team, growing sales conversion volume, ensuring their satisfaction, resolving issues, and identifying opportunities to deepen engagement and increase value.
The ideal candidate has a strong background in account management, merchant servicing, or client success, with excellent communication skills and a passion for building long-term, trust-based relationships.
The holder of this position will work closely with local Sales/Account Managers, and external partners (mostly Acquirers) to drive merchant satisfaction. He/she needs to have a good understanding of Japanese merchants' expectations of a service provider.
Responsibilities
Relationship Management:
- Serve as the main point of contact for an assigned portfolio of merchants, building trusted, long-term relationships across all levels including key decision makers. Proactively engage merchants to understand their business models, challenges, and growth goals.
- Act as a secondary support for acquirer management relating to merchant business including supporting acquirers' sales team with any merchant related queries.
Merchant Support:
- Coach, train, educate merchants and acquirers merchant sales team on the usage of company products and services and the benefits, ensuring they are well acquainted with the best practices to increase sales conversion.
- Resolves merchant queries, concerns, and escalations promptly by coordinating with internal teams such as Support, Product, and Operations; and external partners such as the acquirers.
Performance Monitoring:
- Track merchant performance metrics such as transaction volumes, in-bound trends, sales conversion rate etc to identify trends, flag potential risks, and suggest solutions or improvements.
- Conduct regular account reviews and check-ins to share performance insights, gather feedback, and uncover growth opportunities with merchants and acquirers.
Advocacy & Feedback:
- Capture and communicate merchant feedback to internal stakeholders, influencing product development and service enhancements.
Retention & Growth:
- Identify and implement strategies to increase merchant satisfaction, reduce churn, and drive adoption of new features or services.
Documentation & Reporting:
- Maintain accurate records in CRM systems and prepare regular reports on account health, feedback, and KPIs.
Qualifications and education requirements
- Tertiary qualifications in Business/Marketing/Tourism
- 10+ years of working experience with minimum 4 years of practical experience in client servicing, or account management within a Japan retail, hospitality or payment industry is highly preferred
- Knowledge of the Japanese payments ecosystem is a plus
- Native Japanese and Business English
Location
Chiyoda-ku, Tokyo
Salary
8M + 20 % Bonus
ご興味のある方は、
メールにて英文+日本語職務経歴書(
Microsoft Word
形式)
を野中)までお送りくださいませ。
ご連絡お待ちしております。
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