Job Title: Partner/Merchant Management Lead
Department: Commercial
Reports To: Chief Commercial Officer
Role Overview:
This is a permanent position.
The Merchant Management Lead is a driving force behind Pinnacle Reward’s expansive and diverse merchant network, with a strong focus on delivering favourable commercial outcomes. As a pivotal member of the Commercial team, this role requires a unique blend of business acumen, interpersonal finesse, negotiation expertise, and an unwavering commitment to delivering exceptional value for both Pinnacle Rewards and its valued merchant partners. The Merchant Management Lead acts as a strategic advisor, advocate, and problem solver, continuously striving to elevate the merchant experience, drive mutual success, and secure optimal commercial terms for Pinnacle Rewards.
The position is primarily responsible for the:
- strategic and tactical growth of the merchant portfolio,
- managing contracts and commercial margins;
- developing, implementing and managing the overall supply chain;
- strong cost management and control;
- ensuring compliance with regulations and company policies;
- ensuring consistent and effective end-to-end customer service and
- relationship management across all parties in the value chain.
As Pinnacle Rewards has to adapt very quickly to changing marketing conditions, the role’s function is subject to change as needed.
Core Responsibilities:
- Merchant Acquisition & Onboarding:
- Spearhead the expansion of Pinnacle Rewards’ merchant network by proactively identifying and securing strategic partnerships with merchants that enhance our proposition to the end customer, cater to evolving client needs, and deliver favourable revenue outcomes.
- Craft compelling value propositions that highlight the unique benefits and competitive advantages of joining the Pinnacle Rewards ecosystem, emphasizing the potential for attractive earn propositions and exclusive merchant arrangements.
- Facilitate a seamless onboarding experience for new merchants, providing comprehensive training and resources to ensure their swift integration and maximize their potential for success.
- Merchant technology integration and training
- Ensure a seamless technology integration with the merchant enabling flow of transactions and associated reconciliations.
- Train the merchant on the merchant portal and associated functionalities
- Maintain regular engagement with the merchant via the merchant portal
- Manage technology set- up and any associated operational issues that may be experienced over time.
- Merchant accounting and financial processing
- Establish the accounting process with the merchant and agree the associated terms and conditions
- Manage the financial performance as well as operational aspects with the merchant.
- Relationship Cultivation & Advocacy:
- Establish and nurture trusted advisor relationships with merchant partners, fostering open communication, transparency, and a collaborative spirit to secure long-term, mutually beneficial partnerships.
- Serve as a dedicated point of contact for merchants, promptly addressing their inquiries, concerns, and feedback with empathy and expertise, while advocating for Pinnacle Rewards’ commercial interests.
- Proactively anticipate merchant needs and challenges, offering tailored solutions and exploring innovative opportunities for collaboration and growth that align with Pinnacle Rewards’ revenue goals.
- Strategic Negotiation & Contractual Oversight:
- Skilfully negotiate agreements with both prospective and existing merchants, leveraging data-driven insights, industry knowledge, and strong negotiation skills to secure optimal commercial terms, including favourable revenue outcomes, attractive earn propositions, and exclusive arrangements.
- Ensure that merchants sign the merchant agreement and that all aspects are adequately briefed and accepted by the merchant.
- Meticulously manage contractual obligations, ensuring ongoing compliance and identifying opportunities to refine agreements for mutual benefit and to maximize Pinnacle Rewards’ commercial interests.
- Campaign Development & Optimization:
- Collaborate with merchants and internal stakeholders to design and implement compelling, targeted marketing campaigns that resonate with customers and drive measurable results.
- Leverage data analytics and customer insights to continually refine campaign strategies, messaging, and channels, ensuring optimal performance and return on investment.
- Performance Analysis & Reporting:
- Develop comprehensive reporting frameworks that capture and communicate key performance indicators (KPIs), enabling data-driven decision-making and continuous improvement.
- Analyse performance data with a critical eye, identifying trends, pinpointing areas for optimization, and offering actionable recommendations to merchant partners.
- Value-Added Service Enhancement:
- Serve as an enthusiastic champion for Pinnacle Rewards’ suite of value-added services (VAS), educating merchants on their benefits and driving adoption.
- Gather feedback from merchants on VAS offerings, identifying opportunities to enhance existing services and develop new solutions that address unmet needs.
- Cross-Functional Collaboration:
- Foster strong working relationships with colleagues across departments, including marketing, operations, and technology, to ensure seamless coordination and execution of merchant-related initiatives.
- Act as a knowledge resource for internal teams, sharing insights and expertise on merchant partnerships to inform strategic decision- making.
- Merchant Portfolio Management:
- Develop and implement a merchant portfolio strategy that aligns with the overall business objectives of Pinnacle Rewards.
- Create a merchant proposition strategy that clearly articulates the value proposition for merchants and differentiates Pinnacle Rewards from
- competitors.
- Set up a campaign calendar with merchants to ensure a consistent and
- impactful marketing presence throughout the year.
- Align merchant activities with the broader account-based (AB) strategy and objectives to maximize customer engagement and revenue generation.
- Operational Management:
- Manage client reporting and problem resolution in terms of services provided to identify improvements and product development opportunities.
- Oversee data collection to measure the success of marketing campaigns and project delivery, ensuring excellent customer service.
- Partner with cross-functional teams to improve proprietary tools and systems, enhancing efficiency and effectiveness.
- Work closely with legal and safety departments to ensure that merchant propositions remain compliant with all relevant regulations and standards.
- Manage merchants in terms of service delivery, propositioning, and shared value creation, fostering mutually beneficial partnerships.
- Participate in budgeting and associated reviews, reporting cost plans to upper management to ensure financial responsibility and accountability.
- Structure and Governance:
- Establish policies, procedures, and an operating framework for the merchant management portfolio, ensuring clarity, consistency, and accountability.
- Define service level agreements (SLAs), roles and responsibilities (RACI), key performance indicators (KPIs), and operational models (e.g., stock management) to streamline processes and optimize performance.
- Business Manager Support
- Provide comprehensive business manager support to the Chief Commercial Officer, assisting with strategic planning, decision-making, and execution.
- Actively participate in team activities, contributing to a positive and collaborative work environment, and supporting colleagues in achieving shared goals.
Qualifications & Experience:
- Bachelor’s degree (or equivalent) in law, commerce, business administration, or a related field.
- Five to ten years of proven experience in contract, project, supply chain, and product management roles, with a demonstrated track record of securing favourable commercial outcomes.
- Strong marketing, product management, and project management skills, combined with exceptional negotiation and relationship management abilities.
- Excellent ability to work under pressure within a matrix structure and manage client expectations for delivery, while maintaining a focus on achieving commercial objectives.
- Highly trained in conflict management and business negotiation processes, with a proven ability to secure win-win outcomes.
- Knowledge of general business software and an aptitude for learning new applications.
Preferred qualifications:
- Working knowledge of management software programs.
- Strong marketing and product development skills.
- Multiple years of relationship management experience, with a focus onbuilding and maintaining strong commercial partnerships.
- Merchant management experience, ideally in the rewards and loyalty industry.
- Ability to communicate in more than one language.
This is a unique opportunity to join a forward-thinking company at the forefront of the rewards and loyalty industry. The successful candidate will play a critical role in shaping the future of Pinnacle Rewards and its merchant partnerships, driving growth and innovation through strategic collaboration and a relentless pursuit of excellence.
Location: Midrand, Gauteng
Compensation: Competitive package, with the potential for growth as the company grows.
To Apply: Please submit your resume and cover letter to info@pinnaclerewards.co.za
