Customer Experience Manager

locations
- Rome Office - Italy
- time type
- Full time
- posted on
- Posted Today
- job requisition id
- JR09101
- About Us:

- Planet is a leading technology company transforming payments by putting customer experience first.
- We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.
- In recent years, we have experienced significant growth, expanding our services and global presence.
- With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.
- Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.
- Role Overview
- The primary objective of the Revenue Optimisation team is to identify revenue optimisation opportunities for our merchants across Retail and Hospitality, providing data-driven insights, in-store and remote staff training, and best practice sharing. This is a critical team within our commercial function, whose work spans the entire customer Payments and Tax Free portfolio, from world renowned luxury retail brands and hotel chains to independent stores. The Revenue Optimisation team brings exceptional value to our customers as well as generating revenue for Planet.

The Customer Experience Manager is principally responsible for providing training to customers on dynamic currency conversion solutions and VAT refunds (Tax Free). You will use customer data and work closely with our commercial teams to create training plans for your region and for specific merchants, and monitor the impact of the trainings.

What you will do- In person training: provide interactive training to customer staff on location. Involves intracity and intercity travel to cover the customer portfolio within the region.- Online training: prepare and present virtual training and follow-up sessions with customers in order to have wider reach. Use available tools to support your customers’ performance (e.g. bespoke training materials and customer tailored programs).- Customer performance monitoring: Track customer performance, make recommendations for revenue optimisation opportunities and report any technical issues to commercial and product teams for resolution.- Internal collaboration: Work closely with the commercial team to define ideal approach for each customer opportunity and contextualise within any ongoing conversations.- Ad hoc customer training and meetings: Support our commercial teams in ad hoc customer meetings, including preparing and presenting revenue optimisation impact in quarterly business reviews.

Who you are- Experience in training required, ideally from working in Hospitality or Retail sectors, or from a Payments or B2B background.- Strong communication and interpersonal skills, and a strong professional presence.- Commercially oriented, strong analytical skills and goal-oriented mindset.- Proactive approach with focus on continuous improvement.- Business and technical curiosity with regards to understanding customer operating model and identifying pain points through discovery questions.- Fluent in English and a second language (French, Spanish, Italian), verbal and written.- Ability to manage multiple priorities and conflicting agendas effectively.- Passion for building strong customer relationships and fostering customer loyalty.

**Benefits**:
- Competitive salary and benefits package.- Opportunity to make a real impact on our business growth.- Work in a dynamic and fast-paced environment.- Be part of a passionate and collaborative team.
- Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

At Planet, we embrace a hybrid work model, with three days a week in the office.

Reasonable accommodations may be made in order to allow for an individual to perform the essential functions of this role successfully.

About Us
- Company Background
- Planet provides integrated software, payment and technology solutions for its customers in the Hospitality and Retail sectors and worldwide via a network of global Financial Services Partners.
- Founded over 35 years ago, we have evolved our services, delivering an innovative digital commerce platform that puts customer experience first.
- With headquarters in London and around 3,000 expert employees located across six continents we serve customers in over 120 markets.