Customer Delivery Manager

**Contract Type**
- Permanent Full Time

**Closing Date**
- 20/10/2025

**About the Role**

We are seeking a technically savvy, client-facing Customer Delivery Manager to lead end-to-end implementation of Dynamic Currency Conversion (DCC) solutions for acquiring banks and enterprise merchants. You’ll work cross-functionally with internal and external stakeholders to deliver scalable, compliant, and optimised payment integrations in retail, hospitality, and travel sectors.

**Key Responsibilities**

**Pre-Sales & Discovery**
- Support Business Development and Key Account Managers during pre-sales by defining integration requirements.
- Conduct technical discovery sessions with customers, vendors, and partners.
- Perform BIN analysis and volume projections to support business case development.
- Review contracts and provide inputs on technical and operational aspects.

**Solution Architecture & Planning**
- Define project scope, technical architecture, and integration points.
- Ensure DCC solutions align with acquirer/merchant onboarding processes and regulatory requirements.
- Write Business Requirements Documents (BRD) and contribute to solution design documentation.
- Collaborate with Product, Engineering, and Compliance teams to scope and prioritize features.

**Implementation & Delivery**
- Lead technical onboarding, UAT planning, and end-to-end project execution.
- Coordinate SIT/UAT activities, create test scripts, and capture results on-site.
- Handle procurement and configuration of test environments and tools.
- Provide Level 2 support for go-live and production rollout.
- Deliver internal and external training to ensure smooth transition to BAU.

**Post-Go-Live & Optimization**
- Monitor transaction flows, integration performance, and DCC metrics post-launch.
- Utilise Splunk to analyse transaction logs, monitor integration health, and identify technical issues or performance bottlenecks.
- Collaborate on pricing and commission optimisation, ensuring uptake rate and FX margin targets are met.
- Compile lessons learned and create detailed post-implementation reports.
- Work closely with Marketing and Key Account Manager to develop go-live PR strategies and merchant collateral.

**Ongoing Support & Strategic Collaboration**
- Provide ongoing day-to-day technical and operational support for implemented partners.
- Support Key Account Managers (KAMs) with technical insights and data for Quarterly Business Reviews (QBRs).
- Deliver ad-hoc data analysis, and FX rates analysis to support strategic or operational decisions.
- Lead and contribute to ad-hoc projects focused on expanding DCC volume via new integrations or payment flows.
- Manage incidents for live acquirers, including transaction file failures, outages, or integration issues.

**Required Qualifications & Experience**
- Bachelor’s degree in IT, Computer Science, or related field.
- Fluent Spanish Speaker with excellent English.
- 3+ years’ experience in technical project or implementation management.
- Strong knowledge of payment processing, acquiring systems, and card schemes (Visa, Mastercard).
- Hands-on experience with DCC integrations or payment solutions in the retail or hospitality industries.
- Proven expertise in RESTful APIs, POS/ISO8583 protocols, and payment gateways.
- Proficient with project management tools (e.g., Jira, MS Project).
- Project Management Certification (PMP, PRINCE2, Agile) is a plus.
- Experience working in multicultural and international environments.

**Skills & Competencies**
- Strong analytical and problem-solving abilities with attention to detail.
- Excellent verbal and written communication; able to simplify technical concepts for business stakeholders.
- Ability to manage complex, cross-functional projects with international teams.
- Familiarity with compliance standards (PCI-DSS, EMV), FX flows, and transaction reconciliation.
- Proficient in data analysis (Excel, SQL, Power BI) and modelling.
- Experience in customer-facing roles with strong stakeholder management.

**Travel Requirements**
- Willingness to travel occasionally for on-site project meetings, UAT, go-lives, and training workshops.