We are expanding our markets and looking for an experienced PMS and Payments integration specialist to join our team and help shape the support strategy in the Middle East for our hotel and retail solutions. As the responsible manager for the implementation and support of Global Blue merchants in the hospitality and retail sectors within the region, you will play a crucial role in our growth.
Responsibilities
Drive Implementations: Efficiently driving local implementations and pilots as a last-mile implementation manager.
Manage merchant onboarding: Working with customer, internal departments and external partners to ensure timely and successful completion.
Incident Resolution: Efficiently drive incident resolution together with Customer and L2 support teams within the Service Level Agreement (SLA) timeframe.
Training: Train our customers on our solutions to enable them to operate our implementation (train-the-trainer).
Collaboration: Work closely with customers, partners, and internal departments, acting as Technical Account Manager for your regional portfolio.
Project and Pre-Sales Support: Provide support in various projects and occasionally assist in pre-sales activities.
Testing and Deployment: Participate in and facilitate User Acceptance Testing - UAT as part of release deployment.
Communication: Maintain effective communication channels with all involved parties to ensure smooth operations.
System Log Review: Review logs from Hotel Property Management Systems (PMS) and Retail Point of Sales (POS) databases.
Documentation: Create and maintain relevant documentation for your customers and area, ensuring all information is accurate and complete.
Main KPI’s
Service Level Agreement (SLA) Compliance: Percentage of services meeting or exceeding SLA targets.
Implementation Completion Rate: Percentage of implementations completed on time and within scope.
Customer Satisfaction Metrics: based on feedback
Documentation quality: adherence to GB standards and department guidelines
Competencies
Business Acumen: Solid understanding of card payment flows and financial transaction handling.
Hotel Property Management Systems: Expertise in Oracle Opera, Simphony, web services, and integration methodologies.
Collaboration Skills: Proven experience in working with software development teams or outsourcing contractors.
Payment Gateway Solutions: Advanced understanding of payment gateway solutions, including tokenization and e-commerce.
Troubleshooting: Strong problem-solving skills to resolve technical issues and challenges
Project Management: Ability to manage multiple projects and deadlines simultaneously.
Customer Service Focus: Strong commitment to delivering high-quality support and service
Team Collaboration: Ability to work well in cross-functional teams and collaborate with internal stakeholders.
Skills
Essential Skills: Language, IT, and behavioural skills are crucial for the recruitment process.
Strategic and Analytical Thinking: Demonstrates strategic thinking with an entrepreneurial spirit, strong analytical and problem-solving abilities.
Customer Orientation and Innovation: Actively seeks innovative ways to improve processes and user experience.
Requirement Translation and Communication: Ability to collect, clarify, and translate business requirements into documentation and conceptual design, with excellent verbal and written communication skills.
Presentation and Collaboration: Strong presentation skills, ability to engage audiences, and effective collaboration with others to reach mutually agreeable outcomes.
Independence, Teamwork, and Time Management: Ability to work independently and as part of a team, with effective time management skills and ability to meet deadlines.
Positive Attitude and Multicultural Communication: Possess a "can do" attitude and positive outlook, with the ability to communicate effectively in a multicultural, multinational environment and mobilize cross-functional high-performance teams.
Flexibility: Prepared to travel regionally and willing to work outside office hours.
Qualifications and education requirements
Professional Experience: A minimum of three years of experience in the hotel industry, specifically with hotel IT systems and/or experience in payments and integrated payment solutions.
Global Expertise: Proven experience working in an international environment and managing remote teams.
Language: Fluency in English & Arabic
Travel Availability: Willingness to travel and be available for on-call duties (OCD) as needed.
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