The Company PayPal has quickly become a global leader in online payment solutions with more than 175 million accounts worldwide. Available in 190 markets and 18 currencies around the world, PayPal enables global ecommerce by making payments possible across different locations, currencies and
languages.
The company has received more than 20 awards for excellence from the internet industry and the
business community: most recently the 2006 Webby Award for Best Financial Services Site and the
2006 Webby People's Voice Award for Best Financial Services Site. PayPal was founded in 1998 and
was acquired by eBay in 2002. PayPal’s global headquarters is located in Omaha, Nebraska, while its
international headquarters is located in Dublin.
In 2007, PayPal facilitated $46 billion in total payment volume. Total fourth quarter revenues for
2008 were $623 million, with 11% year on year growth. Its International operations accounted for
45% of its revenue, while Merchant Services accounted for approximately 50% of total payment
volume.
More information about the company can be found at .
Background to the Role
PayPal’s customer service in Europe is undergoing fundamental change, driven by the demands
and needs of its customers and of specific requirements of local country offices across Europe.
Historically the customer service function has grown in line with the growth of customer numbers,
increasing in size to cope with the resultant increase in the number of transactions. To date,
customer service has been seen as a transactional rather than a relational process.
PayPal now wants to re-engineer its customer service operations to deliver a more efficient model to
both save costs and improve the overall customer experience. It is also recognised that the central
customer service management team needs to be more responsive to the changes requested by the
local country operations (primarily the UK, Germany, France, Italy, Spain, Benelux and Poland).
PayPal’s existing customer service operations is split into three groups:
1. Front Office: dealing with consumers’ password queries and similar. Comprising 160 seats
internally and 500 seats outsourced.
2. Risk: dealing with potentially fraudulent activity. 450 seats internally.
3. Merchant Services: B2B activity across telesales (customer acquisition), integration (getting
the PayPal product synched with customers’ online businesses) and account management
and development. 180 seats internally – of which approximately 80 are currently dedicated to
telesales.
THE ROLE
The Telesales Manager for the German Market is responsible for leading and inspiring the PayPal
Merchant Sales team to achieve new sales in the Small to Medium Business sectors in their market.
They will be responsible to increase portfolio growth and efficient cost of acquisition levels. The
Telesales Manager for the German market will report to Head of Telesales who is also based in
Dublin.
The Sales Manager, will be an inspiring leader with solid sales experience, energy, self-motivation,
stamina and enthusiasm. He/she will be responsible for creating and implementing robust processes
across the telesales business that will drive success, efficiencies, improve profits and delight PayPal’s
merchant customers.
Key Responsibilities
•
Provide leadership to PayPal’s Telesales Operations. This will involve developing and
implementing the telesales strategy, methodology and operational roadmap for next 3-5
years.
Day to day management of the German Telesales unit. The Sales Manager is accountable
for achieving the revenue targets and ensuring the Sales Teams meet all their performance
objectives.
Regularly review team reports and statistics and provide feedback to the team on how to
optimize performance. Ensure that appropriate infrastructure is in place to support the
achievement of these targets.
Building and maintaining strong client relations. Frequent interaction with PayPal
customers, inspiring confidence in the PayPal mission, product and services.
Develop deep, effective stakeholder management with colleagues in PayPal’s Pan-European
Merchant Services business (local country PayPal offices are responsible for selling to Large
and Enterprise accounts) and across the wider PayPal organisation. Identify opportunities
for collaboration and sharing of best practice.
Communicate regularly and effectively with the rest of the Merchant Operations business
unit, fostering staff enthusiasm and support. Build, coach, develop and inspire team
members to achieve both individual and operational goals.
Lead process and project improvements across the sales team
Ensure effective management of pipeline process
Develop and implement a world class lead hunting model that can generate leads not only
for Telesales but also for local in market sales units
Develop and implement a campaign management process to help business to track ROI on
marketing initiatives
Manage an inbound sale queue when appropriate in response to large market campaigns
•
•
•
•
•
•
•
•
•
•
Key Experience
•
The successful candidate will have between 5 – 10 years’ experience of senior leadership in
BTB sales and relevant roles within a merchant services, financial services, customer/client
services or ecommerce environment. He/she will be educated to degree level.
A track record of successful leadership of multicultural sales teams (both small and large
queues) of sales and customer service professionals from across diverse geographies.
Proven experience of achieving new business targets, particularly in a payments, BTB or
business services environment.
A successful track record of building and developing robust client relationships.
Have a proven track record in driving change in highly dynamic growth environment
•
•
•
•
Key Skills
•
Strong leadership skills combined with the ability to think laterally and strategically and to
develop and communicate a dynamic, energetic, success-driven vision to the team.
Fluency in German & English.
High levels of energy, self motivation. Drive and enthusiasm that, combined with a good
practical understanding of telesales and commercial issues, will ensure that the strategic
vision is executed efficiently and effectively.
High analytical skills and creative problem solving skills
Excellent change management and process management skills
Excellent communication skills. This will include the ability to network and communicate
effectively across the PayPal organisations in Europe.
Relationship management skills. The ability to develop and maintain first class relationships
with a broad base of SMB clients at a senior level and to represent PayPal effectively in all
external dealings.
People development: the ability to be an effective mentor and coach to direct reports and to
ensure that there are effective and robust people development practices in place across all
levels. A proactive approach to the development and retention of talented team members.
•
•
•
•
•
•
•
Location: The role will be based in Dublin.
View the original article here
This post was made using the Auto Blogging Software from WebMagnates.org This line will not appear when posts are made after activating the software to full version.
No comments:
Post a Comment