Job Description

TruRating – be part of something which will change the world.

Take the plunge. Live the dream. Do something which you know will affect the lives of millions the world over, which will change the way businesses, consumers, even the government thinks. Get out of bed in the morning for that adrenalin hit, love the pace, love the challenge, love doing what has never been done before – and love being the best you’ve ever been. And what’s more, owning part of what you’ve created.

TruRating is a global, rapidly scaling tech start up. With our multi-award-winning, game-changing technology, we take a pulse of consumer sentiment whenever a customer pays, on the payment terminal. With an average of 88% of consumers responding, for the first time ever businesses can now gain access to mass, representative and validated feedback – and as the rating also feeds a consumer website to compete with the likes of Yelp! and TripAdvisor, consumers get trustworthy and representative recommendations on where to go from real customers.

Partnering with the biggest payment companies in the world, our customers range from the largest global retailers right down to your local pub or bookshop. Every business with a payment terminal can have TruRating – and to date, they pretty much all want it. With three global patents registered, the world is there for the taking – and we need to grow our passionate team quickly to help us live out the dream.


The role in a nutshell

Reporting into the MD of Australia and NZ with a dotted line into the Functional Head of Merchant Services, the Merchant Services Manager manages relationships across the full range of TruRating Australia & NZ’s merchant customers. The role looks to successfully support merchants, from SMEs to the very largest retailers and hospitality chains, with their TruRating journey, from the stage of initial sign-up through to ongoing BAU use of our service.

The Merchant Services Manager is responsible for close management of all touch-points to support long-term retention and revenue growth of merchants. As such, you will employ multiple strategies to maintain strong positive relationships, focusing on the key areas of TruRating product training (pre-launch and ongoing), smooth merchant on-boarding and seamless ongoing relationship management. You will regularly communicate with merchants throughout that lifecycle, utilising tried and tested CRM methodologies to engage a B2B audience. You will ensure that all merchant stakeholders (at head office and store level) are knowledgeable about the TruRating service and are seeing positive business outcomes from their association with our brand. You will proactively seek opportunities to up-sell additional services to merchants. You will also support merchants to adhere to the terms of service associated with TruRating, such as minimising ratings fraud and ensuring consumer facing webpages, case studies are kept up to date.

The successful applicant will be a fantastic communicator with a warm, enthusiastic and friendly personality and who is adept at managing multiple relationships concurrently and maintaining a strong bond with each. You have demonstrated experience of long-term customer retention and revenue growth, either in an agency environment or internally at a company with a strong customer base (preferably in a B2B marketing environment). Comfortable with data, you will have previously shown value to your customers by sharing and explaining data insights, using CRM platforms and data management teams as supports. You are a natural problem solver, ready to ease our merchants through any issues and successfully manage enquiries through to resolution. You will have previously trained individuals on a product or service and should enjoy working alongside internal teams to achieve successful outcomes. Experience of the retail or hospitality environments is beneficial.

Please note that there is some requirement to travel, as TruRating's merchants are located throughout the country. Also, in time you may be called upon to support TruRating's implementation with merchants across New Zealand, sharing best practice from Australian merchant management and training and supporting local resource teams.

Key responsibilities

· Close merchant management to support the long-term retention of merchants.

· Maintain strong relationships across your merchant group, from SMEs to enterprise grade organisations.

· Seek opportunities to upsell services to merchants and thereby drive increased revenues from the base.

· Manage merchant communications ongoing (face-to-face, telephone, email, SMS and web).

· Manage merchant on-boarding and ongoing training.

· Work with the Data and Insights team to demonstrate TruRating utility to merchants through interpretation of ratings and transactional data and case

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