Senior Sales & Relationship Officer

Job Purpose

• Retain market share and maintain consistent good relationship.
• Ensure TAT of 24 hours for every service call. Provide the best technology to ensure seamless merchant support for settlements / Support.
• Introduction of any product to your merchant base.
• Develop and maintain ongoing merchant relationships with merchants.
• Attend all customer inquiries, investigate complaints, identify and recommend improvements to existing processes and procedure to maximize sales and service level within a highly competitive marketplace.
• Create awareness and enhance card acceptance of the various card products, merchant education.
• To independently manage sensitive and higher‑value merchant portfolios, ensure sustained profitability and relationship quality, and handle complex issues and escalations, while driving performance outcomes, supporting operational excellence, and contributing to portfolio growth and retention.
• Enhance the profitability of the merchant portfolio through periodic performance analysis, education, training, and quality servicing.
• Provide market / competitor intelligence and customer feedback for formulating sales strategies and tactics.
• Provide high level of customer service, Including the consolidation and development of existing customer base analysis and consultation at a professional level.
• Ensure adherence to NI standards of professional and ethical conduct.
• adherence to internal reporting requirements.
• Ensuring the delivery of a first-class relationship management service to all accounts within the portfolio.
• Meet all quantitative and qualitative performance standards.
• Ensuring the delivery of a first-class relationship management service to all accounts within the portfolio.
• Holistic segment management responsibility (financial, performance, measurement, reporting, people etc.).
• Develop and demonstrate solid understanding of different merchant segments and their sales channels to improve RM performance across the key account team.
• Work with marketing to harness internal and external information and data, on an ongoing basis, to improve understanding of customers ‘buying triggers and use to develop best upsell and cross sell practices.
• Build and heighten business acumen across the team to enable them to converse knowledgeably and build trust with their customers when discussing clients’ business plans.
• Meet all quantitative and qualitative performance standards.
• Manage internal stakeholders to ensure key account merchants receive a premier service from all functional teams.
• Performance monitoring and measurement and management of issues and remedial activities.
• Merchant retention and business volume growth (organic, expansion, upsell & cross sell)
• Development of close, valued relationships built on trust, understanding and delivery of customer service excellence.
• Prepare and keep up to date individual merchant account plans in the agreed format.
• Progressively increases the number and value of exclusive contracts.
• Manages sensitive and higher‑value merchant portfolios with increased complexity
• Operates with minimal supervision , ensuring consistent service quality and performance
• Handles complex merchant issues and escalations with effective resolution
• Conducts performance analysis and maintains merchant account plans.
• Provides guidance and operational support to Officers when required.
• Ensures compliance with KPIs, ethical standards, and reporting requirements

Job Accountabilities

Experience/ Skills Required

Education : Bachelor Degree in Business / Management or any related field.

Experience : 4+ Years Experience

Languages : English / Arabic

Computer Skills: Excellent.

Skills & Competencies

• High level of Communication Skills.
• Presentation Skills.
• Empathy & Emotional Intelligence.
• Public Speaking.
• High level of Negotiation Skills.
• Stress Management / Anger Management Skills.
• High level of Customer Service Skills.
• Excellent Command of Sales Skills.

Skills and Competencies

• Strategic thinking and problem-solving abilities.
• Excellent leadership and people management skills.
• Strong project management and organizational skills.
• Proficiency in _____________________________ software and technology platforms.
• Excellent communication and interpersonal skills.
• Ability to manage change and drive continuous improvement.
• Analytical and data-driven decision-making capabilities.

Working Conditions

• Primarily office-based with occasional travel required for meetings, conferences, and training sessions.
• Fast-paced and dynamic work environment.

Qualifications

• Education: _____________________________.
• Experience: Minimum of _____________________________ years of experience in _____________________________, with at least _____________________________ years in a _____________________________ role focused on _____________________________ or _____________________________.
• Proven track record of _____________________________.
• Strong understanding of _____________________________.
• Experience with _____________________________.