Customer Relationship Manager, II

Position Overview:

Shift4 provides Dynamic Currency Conversion (DCC) solutions throughout Asia and Europe through the acquisition of Global Blue. The company works with over fifty acquiring partners to offer Foreign Exchange payment services, including DCC and multi-currency processing (MCP) solutions. Shift4 plans to introduce these services in the US market in 2026. The organization is seeking a customer relationship manager to oversee customer engagement and training for a DCC implementation across Shift4's US merchant base.

This full-time, permanent position is based in Center Valley, PA with a hybrid work model, or may be performed remotely within the Eastern United States. The role requires 2–3 days of travel per week, with 1–2 days dedicated to administrative work performed either from home or the office.

Main Responsibilities:

• Increase revenue by strengthening relationships with merchant accounts and training Shift4’s key US merchants on DCC and MCP services.
• Implement training strategies with key Shift4 merchants to drive DCC revenue.
• Work with broader global DCC team in developing online and self-service strategies to drive DCC acceptance.
• Track merchant training and progress in salesforce, providing timely updates against plans and revenue.
• Increase revenue by providing targeted support and employing data-driven strategies to achieve customer satisfaction and business development goals. Identify merchant objectives and offer advice and solutions tailored to their needs.
• Assess possibilities to increase Hit Rate through incentives and merchant events. Organize and implement merchant events to support engagement and loyalty.
• Set and implement Merchant Incentive Targets as required. Monitor the effectiveness of incentive programs and adjust, as necessary.
• Serve as the primary liaison for the merchant to ensure the seamless delivery of the DCC service.
• Monitor merchant satisfaction and address any concerns or issues with urgency and professionalism. Collaborate with marketing teams to develop promotional materials and campaigns. Ensure marketing materials are tailored to the needs of the hotel sector and restaurant sector.
• Prepare regular reports on sales performance, merchant feedback, and market insights. Present findings to senior management and suggest actionable insights.
• Ensure compliance with company policies and industry regulations. Stay updated on regulatory changes and ensure all activities are compliant.

Competencies:

• Effectively communicate across all levels within merchant businesses and the confidence to communicate those results internally at Shift4.
• Strong administrative skills with excellent attention to detail and a high level of accuracy.
• Good numeracy skills with an acute business acumen.
• Ability to present to a wide variety of audiences in an engaging manner.
• Must be flexible, reliable and a team player.
• Able to work under pressure to meet deadlines.
• A can-do attitude with the ability to work autonomously and take ownership reviewing current processes and procedures and seeking improvement.
• Possess the ability to prioritize a busy and varied workload.
• A high level of flexibility is required as you will be working to achieve set targets and goals.

Qualifications:

• Experience in relationship management in payments or financial services
• Strong attention to detail with excellent time management skills.
• Ability to meet deadlines and work with minimal supervision and proven ability to work independently and as part of a team.
• Experience in customer-facing roles, managing several complex initiatives within strict deadlines.
• Experience in presenting customer training and engagement program.
• Experience in dealing with different levels of management. Adaptability to work with diverse teams and management levels.