Revenue Optimisation Team Leader

About Us:

Planet is a leading technology company transforming payments by putting customer experience first.

We offer integrated solutions that include payment processing, VAT refunds, dynamic currency conversion, and management services for merchants in the Retail and Hospitality sectors worldwide.

In recent years, we have experienced significant growth, expanding our services and global presence.

With strong private equity investors, Advent International and Eurazeo, we have the financial capital and expertise to grow our capabilities and reach through acquisitions.

Our mission is to create a world of connected commerce where payments are simple, secure, and seamless, enabling our partners to deliver exceptional experiences to their customers.

We're looking for a commercially driven team lead for Planet’s Revenue Optimisation team with training experience, ideally in payments/B2B or in Retail or Hospitality sectors. This role will lead a high-performing revenue generating team, supporting our valued Enterprise and SMB customers in using our solutions more effectively and leading to improved customer satisfaction and lifetime value. This is a role for someone who is looking for an opportunity to build and foster a team to drive positive experiences for our customers, as well as making a direct contribution to the financial performance of the company. 

Role Overview  

The primary objective of the Revenue Optimisation team is to identify revenue optimisation opportunities for our merchants across Retail and Hospitality, providing data-driven insights, in-store and remote staff training, and best practice sharing. This is a critical team within our commercial function, whose work spans the entire customer tax free and payments portfolio, from world renowned luxury retail brands and hotel chains to independent stores. The Revenue Optimisation team brings exceptional value to our customers as well as generating revenue for Planet. 

The Customer Experience Team Leader is responsible for coordinating the team to focus on driving maximum impact through customer training on dynamic currency conversion solutions and VAT refunds (Tax Free). They oversee and monitor the performance of the team, identify opportunities for optimised product usage, and decide on team capacity prioritisation. The team leader is also expected to maximise their team’s reach via coordination of online training and remote tools.  

What you will do 

• Maximise team efficiency and impact: Coordinate team members training plans to maximize revenue impact whilst considering customer SLAs/experience and internal stakeholder requirements 

• Performance monitoring: track team performance against KPIs and course correct as needed. Monitor overall product performance for key indicators and make recommendations to the business for prioritization and improvement. 

• Online training: Lead virtual training in countries where no local Customer Experience Manager is present. 

• Training of Planet Partners: prepare and run “train the trainer” sessions with Planet’s commercial partners. 

• Internal collaboration: Collaborate with product and commercial teams to agree on team priorities. Work closely with data insights team to continuously improve revenue optimization reporting capabilities and insights. 

• Ad hoc in-person customer training and meetings: Support our commercial teams in ad hoc customer meetings, including preparing and presenting revenue optimization impact in quarterly business reviews. 

• Internal reporting: prepare frequent reports on team and revenue optimization performance and present to senior leadership.  

Who you are 

•  Experience in Commercial, Customer Success or Customer Support role desired, ideally from a Payments or Fintech background. 

• Strong communication and interpersonal skills, and a strong professional presence. 

• Commercially oriented, strong analytical skills and goal-oriented mindset. 

• Fluent in English and a second language desired. 

• Ability to manage multiple priorities and conflicting agendas effectively. 

• Passion for building strong customer relationships and fostering customer loyalty. 

Benefits: 

• Competitive salary and benefits package. 

• Opportunity to make a real impact on our business growth. 

• Work in a dynamic and fast-paced environment. 

• Be part of a passionate and collaborative team. 

Why Planet:

Planet is an equal opportunity employer where diversity is valued, and all employment is decided based on qualifications, merit, and business need.

Come and grow your career in the most exciting, fast paced technology market, with a business that delivers feel-good connected commerce. We would love to hear from you – Apply now.