Refund Desk Manager - Paris, France - weareplanet

Description

Operations Refunding

Refund Network Operations Manager - France

Reporting to:
Senior Director, Refund Network Operations


About Us:

The payments market is the most exciting technology market in the world today for good reason. McKinsey values it globally at over $2 trillion and it's growing between 13-15% year-on-year.

Some of the largest most dynamic brands are investing in this sector; Apple has ApplePay, Google has GooglePay, Amazon has AmazonPay, and it's not just the Silicon Valley brands.

Tencent owns WeChatPay, Alibaba owns Alipay and digital disruptors like Square, Stripe and Adyen all invest millions to grow the payments market.

Planet are a technology company that's transforming payments by putting the customer experience first. We help our customers deliver a better experience for guests, shoppers, and consumers everywhere.

We operate in a market that continues to evolve and expand, partnering with the world's most prestigious brands across Retail and Hospitality, and with a network of Financial Services partners worldwide.

To meet consumer demands, payments must be simple, safe, and invisible. The only way to do this is to fully embed payments in the software that runs business. By combining software and payment technology, Planet's creating a world of connected commerce, that makes payments feel good.

We're growing organically, and with strong Private Equity investors, Advent International and Eurazeo, we've the financial capital and expertise to grow our capabilities and reach through acquisition.

Role Overview:

• Manage, identify and introduce new refund points airports, city centers, border points or other locations to ensure Tax Free shoppers have seamless refunding journe
• Function as key partner manager for the own refund desks and agents in France
• Ensure a high and consistent level of service through our own refund desks
• Collaborate with the local sales team and asses the necessity of opening new strategic refund points.
• Liaise with local Customs offices, airport and shopping malls authorities for improving the customer experience. Provide reports and analysis to the Group or other departments.
• Collaborate with Marketing for following the company lines in terms of visual presence desks, staff, information published online (refund locations, opening hours, refund regulations).

What will you do:

• Manage own refund desks at partner locations:
• Provide support, training and updates on procedures, and processes.
• Ensure procedures are in place and followed in line with the internal regulations.
• Ensure that the company's targets are key focus priority.
• Identify areas of improvement and concentrate on optimizing the customer's journey.
• Mentor and manage the current staff, encouraging professional development, perform annual appraisals.
• Assess and propose to the Group necessary extra resources according to the current demand but considering the Group forecast.
• Perform desk audits on regular basis.
• Asses the conditions and demands manage the project of opening new own refund desks or relocating the current ones in line with the existing requirements and budget.
• Plan and propose the yearly budget for opex, capex and facilities.
• Manage existing 3rd parties agreements and collaborations with refund agents:
• Provide support and training.
• Perform desk audits.
• Follow up the implementation of refund rules, procedures.
• Active role in chargebacks process with an eye on the customer satisfactions parameters.
• Ensuring invoicing and shipment processes are in line with the internal requirements.
• Asses new opportunities and expand the existing refund network:
• Identify new potential locations or partners refund points with the local Sales team.
• Define and agree new refund agreements.
• Activate new agent (training), follow up with the involved departments.
• Collaborate and consult with the group and other departments for developing new refund solutions or environments

Who you are:

• Min. 5 years working experience in a comparable position (luxury hospitality industry);
• Fluency in written and spoken English & French;

Why Planet:

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

Type d'emploi :

CDI

Avantages:

• Horaires flexibles
• Prise en charge du transport quotidien

Programmation:

• Heures supplémentaires
• Travail en journée

Lieu du poste :
En présentiel

Date de début prévue : 01/03/2024