Refund Network Partnerships Manager

Planet Payment
Redhill, UK
15 Sep 2019
02 Oct 2019
Contract Type
Full Time
Refund Network Partnerships Manager - Commercial

Reporting to:

UK Country Manager

Significant relationships Internal:

UK Country Manager, UK Sales Director, UK Account Management Team, UK Financial Controller, UK POS Team, Group Head of Processing, Group Head of Customer Experience, PMO

Significant Relationships External :

Refund Partners: Travelex, MoneyCorp, International Currency Exchange, Change Group and other affiliates associated with refunding.

Government Bodies: Border Force, HMRC
Merchants: Key retailers within the UK with particular focus on relationship building

Purpose of this role

Critical to the success of this role is strong relationship management with all stakeholders that play a role in refunding our tourists. Efficiency performance is critical and therefore understanding efficiency gains both internally and externally will only improve the customer experience. This includes and not limited to reviewing voucher backlogs at airports and working with customs/border force and Travelex to approve and send back tax vouchers to avoid tourist refund delays for example.
  • To establish relationships with our refund partners through minimum quarterly visits to understand their needs and ensure we are delivering on the support experience. The expectation is to minimise as many pain points as possible and drive satisfaction with the support customer journey. Highlight pain points and establish a road-map with key actions to reduce these; providing regular updates to direct manager together with plans and initiatives in place to resolve
  • To understand the key pain points in the refund network journey and work with internal/external players to minimise pain and reduce customer effort
  • To understand key refunding challengers from our Top Merchants (as per Account Management) to ensure issues are to a bare minimum
  • To lead and support the broader refund network team through the establishment of clear objectives, weekly team meetings, regular one to one sessions with each team member and implementation of clear measures to assess productivity
  • To agree with the UK Country Manager, UK Sales Director and UK Financial Controller, process improvement objectives for the year and project(s) to drive efficiencies
  • To attend the UK Management team meeting (when requested) to update on refund network performance, general updates and support requirements.
  • Ensure refund network support requirements are being met and short term requirements clearly understood and communicated with key stakeholders.
  • To ensure all business processes are clearly documented and updated, user guides available and all team members trained to ensure sufficiently trained to complete all tasks assigned to them
  • Ensure effective communication with all necessary parties on related changes
  • To ensure that agreed business processes are followed across the refund network team and that all team members are cross trained with no single points of failure in terms of business knowledge and understanding of the systems required to complete the team responsibilities
  • Lead the drive to improve the end to end Customer Journey through key airports working with internal stakeholders and our partners to drive a continuous improvement in customer experience (for example high value process, VIP service, velocity improvements) maximising match rates
  • Work with internal audit, risk and compliance, the risk teams with our refund partners and with contacts at HMRC and Border Force to ensure a framework is in place to mitigate the risk of loss through Fraud
  • Engage in the testing and implementation of any changes to refund solutions and be the business lead on the testing and implementation of any new software solution


Agents are managed to their contractual terms and meeting SLA's

Periodic audits of agent performance and compliance are scheduled and completed to standard

Sufficient training is provided to the agents and refreshed on a periodic basis

Ensure the refund manual is updated periodically, agreed with Group team and circulated to refund partners

Provide weekly KPI in terms of airport performance

Provide monthly KPI in terms of performance across the whole network and recharging

Ensure all promotional materials and our website are up to date and contain the correct terms and conditions and pricing information for all aspects of refunding

Monthly call with Processing team in Poland to ensure feedback loop in place and actions agreed to maximise velocity

Ensure Group operating procedures are followed at all times, suggesting improvements where appropriate to do so

Key Skills & Experience

  • Strong interpersonal skills
  • Strong persuader / influencer
  • Proven leadership and managerial skills
  • Articulate and analytical
  • Commercially sensitive
  • Logical problem solver
  • Pragmatic with a flexible can-do mentality
  • Tenacious and resilient without being arrogant or overbearing
  • Self-confident - able to be effective and credible at all levels
  • Self-starter, but must combine this with being a good team player, sensitive to the needs of others

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