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: 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. Stakeholder Collaboration: 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. Process Optimization: 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. Risk and Compliance Management: 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. Cultural Leadership: 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.