Lead Manager, Account Management Team
亿贝管理（上海）有限公司
- 公司规模：1000-5000人
- 公司性质：外资(欧美)
- 公司行业：互联网/电子商务
职位信息
- 发布日期：2012-07-30
- 工作地点：上海
- 招聘人数：1
- 工作经验：三年以上
- 学历要求：本科
- 语言要求：英语熟练
- 职位类别：客户关系经理/主管
职位描述
IGENERAL SUMMARY
The Manager of Account Management team will be responsible for leading a team of Account Managers dedicated to meeting the processing and operational needs of assigned merchants within the Small, Medium and VIP/Enterprise Merchant Segment in Hong Kong, Tai Wan, Japan and Korea markets. The team will serve as a focal point for merchant by providing proactive account management. This will be accomplished by reviewing the merchant's operating environment, discussing risk management issues and cross-selling PayPal products and services that will meet the needs of the merchant business.
The Manager role will be responsible for providing leadership and direction to this team of Account Managers to ensure their success as measured against quarterly performance goals. This requires the incumbent to provide coaching and guidance with regard to the quality of client interactions, daily operations and to assess resources and staff needs for the segment. In addition, the manager will be responsible for the implementation of strategy and plans for the segment, while adjusting processes to meet overall corporate objectives as directed by senior management and the supported EBay and off-eBay merchant business units. The incumbent will ensure that supplemental coaching and training programs are provided to the team as they become available. Participation in the development of staff growth and operational planning will be required
This role has the potential for excellent career development based upon skills and exceptional performance. Travel as needed to each market.
Specific Duties
1. Be the strategic leader and expert of Merchant Operation for HongKong, Tai Wan, Japan and Korea markets. Proactively collaborate with Senior Management on ideas for improvement and implementing strategic plans and adjusting processes.
2. Build, coach, and direct a team of Supervisors into a highly responsive team that meets the required published performance standards.
3. Develop and lead a team of Enterprise Account Managers to meet the needs of the merchant client by providing proactive business support. This will be accomplished by ensuring that the Account Manager staff knows and understands the business needs of the merchant, operational constraints, transaction trends and how PayPal product and services can meet business needs.
4. Ensure maximum customer satisfaction by ensuring staff is proactive to provide consulting service, is responsive to merchant inquiries for product solutions, is knowledgeable about risk management strategies and actively shares information with the merchant.
5. Identify product opportunities for the segment and assist the Account Manager staff in preparing and delivering consultative selling to the client. Work with peer managers to leverage best practices and understand new trends.
6. Lead completely. Meet weekly with direct reports on performance goals and ensure that weekly progress reviews are completed with each employee under management. Ensure that semi-annually IPPRs are developed with measurable accountabilities and that evaluations are completed on a timely basis.
7. Provide coaching and support as needed to the Account Manager team. Ensure that skill development and reinforcement occurs to build excellent communication skills and core business knowledge for effective merchant support. Utilize Education resources as needed to close skill and knowledge gaps.
8.Prepare monthly and quarterly business summaries on each market and review business trends with the BU sales head
9. Work with sales and marketing team in business unit to design retention programs for assigned accounts as well as support marketing seminars.
10. Visit top merchants based on request from business unit.
11. Work with peer managers to leverage best practices and provide consistent coaching on cross-sales, business strategies and the identification of opportunity within the Account Manager portfolios.
12. Coordinate bi-weekly and monthly reward and recognition programs for the team.
Job Qualifications
Some brief points on the key criteria and what we are looking for:
1. Experience in the online, eCommerce or payments environment.
2. Experience in developing and executing on strategy.
3. Experience in a fast moving, commercially aggressive operations environment.
4. Managing and developing multi cultural teams.
5. Fluent English is must, overseas working experience is plus
6. Knowledge of at least one APAC language (preferably Japanese) is plus
Experience & Skills/Knowledge Required
1. Bachelor's Degree or above
2. 10+ years related experience, 8+ years supervisory experience or 5+ year full managerial experience in one or more of the following areas: Telesales/Inside sales, Risk Operations/Financial Services, Banking, and 12-24 months PayPal experience.
3. Direct experience in coaching and developing complex skills within managed staff such as consultative selling, customer retention and negotiation.
4. Demonstrated business development and consultative selling skills with results-orientation to meet/exceed assigned financial and customer satisfaction goals
5. Experience in internet company, financial risk or fraud operations preferred.
6. Experience in analyzing data, trends and client information to identify product or service cross-sale opportunities.
7. A demonstrable track record as a senior account manager or relationship manager in a financial service operations environment, preferably within a payment processing organization.
8. Excellent oral and written communication as well as presentation experience.
9. Excellent internal and external communication skills with experience at the executive management level. Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation.
10. Ability to develop and maintain professional working relationships with co-workers and peers.
11. Ability to maintain highly confidential information.
12. Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
The Manager of Account Management team will be responsible for leading a team of Account Managers dedicated to meeting the processing and operational needs of assigned merchants within the Small, Medium and VIP/Enterprise Merchant Segment in Hong Kong, Tai Wan, Japan and Korea markets. The team will serve as a focal point for merchant by providing proactive account management. This will be accomplished by reviewing the merchant's operating environment, discussing risk management issues and cross-selling PayPal products and services that will meet the needs of the merchant business.
The Manager role will be responsible for providing leadership and direction to this team of Account Managers to ensure their success as measured against quarterly performance goals. This requires the incumbent to provide coaching and guidance with regard to the quality of client interactions, daily operations and to assess resources and staff needs for the segment. In addition, the manager will be responsible for the implementation of strategy and plans for the segment, while adjusting processes to meet overall corporate objectives as directed by senior management and the supported EBay and off-eBay merchant business units. The incumbent will ensure that supplemental coaching and training programs are provided to the team as they become available. Participation in the development of staff growth and operational planning will be required
This role has the potential for excellent career development based upon skills and exceptional performance. Travel as needed to each market.
Specific Duties
1. Be the strategic leader and expert of Merchant Operation for HongKong, Tai Wan, Japan and Korea markets. Proactively collaborate with Senior Management on ideas for improvement and implementing strategic plans and adjusting processes.
2. Build, coach, and direct a team of Supervisors into a highly responsive team that meets the required published performance standards.
3. Develop and lead a team of Enterprise Account Managers to meet the needs of the merchant client by providing proactive business support. This will be accomplished by ensuring that the Account Manager staff knows and understands the business needs of the merchant, operational constraints, transaction trends and how PayPal product and services can meet business needs.
4. Ensure maximum customer satisfaction by ensuring staff is proactive to provide consulting service, is responsive to merchant inquiries for product solutions, is knowledgeable about risk management strategies and actively shares information with the merchant.
5. Identify product opportunities for the segment and assist the Account Manager staff in preparing and delivering consultative selling to the client. Work with peer managers to leverage best practices and understand new trends.
6. Lead completely. Meet weekly with direct reports on performance goals and ensure that weekly progress reviews are completed with each employee under management. Ensure that semi-annually IPPRs are developed with measurable accountabilities and that evaluations are completed on a timely basis.
7. Provide coaching and support as needed to the Account Manager team. Ensure that skill development and reinforcement occurs to build excellent communication skills and core business knowledge for effective merchant support. Utilize Education resources as needed to close skill and knowledge gaps.
8.Prepare monthly and quarterly business summaries on each market and review business trends with the BU sales head
9. Work with sales and marketing team in business unit to design retention programs for assigned accounts as well as support marketing seminars.
10. Visit top merchants based on request from business unit.
11. Work with peer managers to leverage best practices and provide consistent coaching on cross-sales, business strategies and the identification of opportunity within the Account Manager portfolios.
12. Coordinate bi-weekly and monthly reward and recognition programs for the team.
Job Qualifications
Some brief points on the key criteria and what we are looking for:
1. Experience in the online, eCommerce or payments environment.
2. Experience in developing and executing on strategy.
3. Experience in a fast moving, commercially aggressive operations environment.
4. Managing and developing multi cultural teams.
5. Fluent English is must, overseas working experience is plus
6. Knowledge of at least one APAC language (preferably Japanese) is plus
Experience & Skills/Knowledge Required
1. Bachelor's Degree or above
2. 10+ years related experience, 8+ years supervisory experience or 5+ year full managerial experience in one or more of the following areas: Telesales/Inside sales, Risk Operations/Financial Services, Banking, and 12-24 months PayPal experience.
3. Direct experience in coaching and developing complex skills within managed staff such as consultative selling, customer retention and negotiation.
4. Demonstrated business development and consultative selling skills with results-orientation to meet/exceed assigned financial and customer satisfaction goals
5. Experience in internet company, financial risk or fraud operations preferred.
6. Experience in analyzing data, trends and client information to identify product or service cross-sale opportunities.
7. A demonstrable track record as a senior account manager or relationship manager in a financial service operations environment, preferably within a payment processing organization.
8. Excellent oral and written communication as well as presentation experience.
9. Excellent internal and external communication skills with experience at the executive management level. Must be quality and detailed oriented, yet understand the level of detail appropriate for the situation.
10. Ability to develop and maintain professional working relationships with co-workers and peers.
11. Ability to maintain highly confidential information.
12. Skill in focusing on desired results, determining what is important and urgent, clarifying next steps, and delegating effectively to meet deadlines and achieve desired results.
公司介绍
eBay (NASDAQ: EBAY) is the world’s most vibrant marketplace for discovering great value and unique selection. eBay connects millions of buyers and sellers around the globe, empowering people and creating opportunity through Connected Commerce. Our vision for commerce is one that is enabled by people, powered by technology and open to everyone. We partner but never compete with our sellers and create stronger connections between buyers and sellers with product experiences that are fast, mobile and secure. As we celebrate our 20th anniversary, we're just as passionate today about connecting buyers and sellers as when we founded the company in 1995. For more information, visit *******************
联系方式
- Email：jiayazhou@ebay.com
- 公司地址：地址：span西藏中路268号来福士广场16层