Partnerships Operations Support

6 days ago

วฒนา กรงเทพมหานคร, Thailand Protect Group Full time

**Role**:**Partnerships Operations Support

**Location**: Bangkok, Thailand

**Contract**:**Permanent, Full-Time, Office Based

**Includes**: Company Apple MacBook

**Line Manager**: Andrew Hutchinson, Partnership Director (East Region)

**Please note that this is a junior-level role that would be supporting the Partnerships function for the region.**

**Company Overview**

Protect Group specialises in enhancing customer experience and generating additional revenue for businesses through their innovative technology solutions. Founded in 2016, the company has rapidly grown to serve over 400 business partners across 75+ countries with a presence in 12 global offices.

Protect Group offers a dynamic, AI-driven widget that integrates easily into online booking and sales platforms, providing customer-experience solutions and additional revenue services. This helps businesses boost customer satisfaction and ancillary revenue without significant upfront costs.

'Protect People’ are individuals bursting with talent, ambition, drive and loyalty. You will care passionately about what you do and will be able to play a part in the continued growth of a business that is disrupting global industries and major brands across the transportation, travel, hospitality, events and financial services sectors.

**Role**:
Under each Chief Revenue Officer (CRO) sits a Partnership Management structure responsible for integrating and managing growth for all Partners in the region. This is made up of a Partnership Director, Partnership Manager and a Partnerships Operations Executive.

The appropriate Partnership team is engaged by the Sales teams in their region during pre-agreement conversations with prospects to create relationships at an early stage, making the progression into integration and go-live stages seamless. They will continue that relationship as it matures into account management, strategy and eventual re-sign. The Partnership Operations Executive provides key operational support and execution for best practice account management, including:

- Providing support to the Director and Manager executing partnership initiatives and integration projects.
- Customer Experience/Refund Inquiries: Handle all Member CX inquiries related to Refund Requests, escalations, chargebacks, etc.
- Invoice Queries: Collaborate with Finance team to support the reconciliation of outstanding debt.
- Data Queries and Reporting: Collaborate with Partnership Director, Manager and Tech team to review performance queries and provide reports on a monthly and quarterly cadence.
- Training and Development: Support Partners with training and skills development for systems tools and resources including the Pulse Dashboard and Refund system.
- Learning and Development: Continuously learn about the company's products/services and industry trends to better support partnership efforts.

**Responsibilities**:

- Monitor partner chat channels including Google Chat and Slack for escalation.
- Respond to Partner requests within 24 hours.
- Escalate Partner issues for resolution as required.
- Support Partnership Director and Manager with data reporting, performance insights and commentary.
- Support Partnership Director and Manager Monitoring the performance of partnerships accounts; Volume, Conversion, Refund Protect Fee, Loss Ratios and Trustpilot reviews etc.
- Support Partnership Director and Manager with preparation for Partnership performance review meetings, including data collation and preparation of presentation decks.
- Support Partnership Director and Manager with region and market research and insights.
- Support Partnership Director and Manager with monthly review of Tier 1 and Top Tier 2 partner booking flow reviews - log changes on Pulse Dashboard timeline.
- Subject to successful completion of a six-month probationary period, manage a selection of assigned portfolio accounts.
- Commercially minded and analytical.
- Attention to detail, organisation and project management.
- Data-driven
- Experience in the Travel, Ticketing, Transport, Accommodation, Hospitality, or Events industry.

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