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:
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- 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.
- 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.
- 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.
- 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.
- 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.
ABOUT US
JPMorganChase, one of the oldest financial institutions, offers innovative financial solutions to millions of consumers, small businesses and many of the world's most prominent corporate, institutional and government clients under the J.P. Morgan and Chase brands. Our history spans over 200 years and today we are a leader in investment banking, consumer and small business banking, commercial banking, financial transaction processing and asset management.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants' and employees' religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs for more information about requesting an accommodation.
ABOUT THE TEAM
J.P. Morgan's Commercial & Investment Bank is a global leader across banking, markets, securities services and payments. Corporations, governments and institutions throughout the world entrust us with their business in more than 100 countries. The Commercial & Investment Bank provides strategic advice, raises capital, manages risk and extends liquidity in markets around the world.