At a Glance
- Tasks: Lead strategic client relationships and drive revenue growth for key accounts.
- Company: Join FNZ, a global leader in wealth management technology.
- Benefits: Competitive salary, career development, and a dynamic work environment.
- Other info: Opportunity to work with top financial institutions and empower millions.
- Why this job: Make a real impact by shaping client strategies and driving exceptional outcomes.
- Qualifications: Extensive experience in client management and strong leadership skills required.
The predicted salary is between 90000 - 110000 £ per year.
This role provides senior leadership, strategic oversight and full commercial accountability for a portfolio of key FNZ clients, combining direct client ownership with leadership of Client Directors and matrixed delivery teams to drive sustainable revenue growth, margin performance, disciplined P&L management and exceptional client outcomes.
The Head of Client Relationships is accountable for the overall performance, growth, profitability and strategic development of a portfolio of FNZ clients. Operating as a player/coach, the role combines executive ownership of FNZ's most strategic client relationships with leadership of Client Directors responsible for day-to-day account delivery, commercial performance and client advocacy.
The role provides strategic oversight across multiple clients, ensuring consistent, high-quality delivery of the FNZ platform services, alignment to FNZ's go-to-market strategy, and achievement of financial, operational, regulatory and customer satisfaction outcomes. This includes ownership of portfolio P&L performance, revenue retention, growth pipeline, margin protection, cost-to-serve discipline and resolution of commercial risks.
The role holder acts as the senior client sponsor for priority accounts, executive escalations and commercial outcomes, while coaching and developing Client Directors to deliver predictable, scalable performance across the client portfolio, build trusted relationships with client executive teams, Boards and senior stakeholders, and create a high-engagement culture that improves both client and colleague advocacy.
The Head of Client Relationships works in close partnership with Service Delivery, Portfolio, Product and Commercial leadership to create a single, joined-up client view across relationship, commercial and delivery performance.
The role is expected to operate hand-in-glove with the Delivery organisation, ensuring that client commitments, delivery capacity, change priorities, service performance and operational risk are reviewed collectively and acted on with clear ownership, pace and discipline.
Specific Role Responsibilities- Accountable for FNZ's overall relationship, reputation and executive engagement across a defined portfolio of clients.
- Sets and owns portfolio-level customer satisfaction, relationship health, executive engagement and improvement plans.
- Acts as senior escalation point for client issues, risks and commercials.
- Ensures consistent client experience and engagement model across all accounts.
- Builds trusted, senior-level relationships with client CEOs, COOs, CIOs, Board members and executive sponsors, ensuring FNZ is positioned as a strategic partner rather than a transactional supplier.
- Leads strategic account planning, relationship mapping and stakeholder engagement to improve advocacy, retention, growth and early identification of client risks.
- Owns improvement plans for client NPS, relationship sentiment and advocacy, using feedback, service insights and executive engagement to address root causes and strengthen client confidence.
- Engages clients proactively on customer outcome themes, including service quality, communications, foreseeable harm, vulnerable customer experience and the evidence required to support Consumer Duty governance.
- Leads, coaches and develops Client Directors responsible for individual client relationships.
- Sets clear expectations for performance, governance, commercial outcomes and client engagement.
- Ensures Client Directors operate effectively as 'mini-GMs' for their accounts.
- Builds succession and capability depth within the client leadership community.
- Creates a strong engagement culture across the client leadership community, setting clear purpose, role clarity, accountability and coaching rhythms to improve colleague experience and colleague NPS.
- Builds a performance environment where colleagues feel informed, empowered and supported to solve client issues, collaborate across the matrix and deliver consistently high-quality outcomes.
- Accountable for end-to-end delivery outcomes across the client portfolio.
- Provides governance and directional leadership across change and run activities.
- Works closely with Delivery leadership to maintain a shared view of client priorities, delivery plans, service performance, delivery risks and dependency management across the portfolio.
- Co-owns delivery governance routines with Service Delivery Managers and Portfolio Directors, ensuring client commitments are translated into realistic plans, clear decision points, accountable owners and transparent progress reporting.
- Brings client context, executive stakeholder expectations and commercial implications into delivery prioritisation so that sequencing decisions balance client outcomes, risk, cost-to-serve and FNZ strategic value.
- Holds matrix accountability over Service Delivery Managers and Portfolio Directors.
- Ensures delivery priorities, capacity and sequencing are aligned to client commitments and FNZ strategy.
- Intervenes early where delivery, quality or risk thresholds are breached.
- Drives early, constructive intervention with Delivery where plans are off-track, risks are emerging or client confidence is weakening, ensuring recovery actions are agreed, communicated and followed through to closure.
- Accountable for cashflow, revenue, margin and growth across the client portfolio.
- Owns forecasting, pipeline health and revenue risk mitigation at portfolio level.
- Ensures Client Directors deliver quarter-on-quarter revenue and FUM targets.
- Drives disciplined commercial governance, pricing consistency and deal quality.
- Owns portfolio P&L performance, including revenue retention, expansion, margin improvement, cost-to-serve management, commercial leakage and profitability improvement plans.
- Maintains robust commercial discipline across renewals, change control, pricing decisions, contractual commitments and negotiation strategy.
- Provides clear portfolio-level financial reporting, including risks, opportunities, revenue conversion, margin movement and corrective actions required to deliver plan.
- Links commercial performance with relationship health, ensuring client NPS, colleague engagement and operational delivery indicators are reviewed alongside financial performance to support sustainable growth.
- Owns alignment of client strategy with FNZ's go-to-market approach and target operating model.
- Ensures clients are positioned into the correct delivery, service and commercial structures.
- Partners with Product, Sales and Commercial teams to shape propositions, inform roadmap priorities and support new sales, migrations and expansions.
- Identifies repeatable growth opportunities and scalable solutions across the client base.
- Accountable for risk, compliance and regulatory outcomes across clients.
- Ensures consistent risk visibility and reporting across the portfolio.
- Ensures Consumer Duty is embedded across the client portfolio, with governance focused on the delivery and evidence of good outcomes for retail customers.
- Applies Consumer Duty principles to client discussions, ensuring FNZ supports clients in acting in good faith, avoiding foreseeable harm and enabling customers to pursue their financial objectives.
- Oversees portfolio engagement against the four Consumer Duty outcomes: products and services, price and value, consumer understanding and consumer support.
- Ensures client relationship plans include clear visibility of conduct risks, vulnerable customer considerations, customer communications, service performance and remediation actions where outcomes may fall below expected standards.
- Partners with Risk, Compliance, Service Delivery and Product teams to provide assurance that FNZ services, change activity and operational performance support clients' regulatory obligations and customer outcome commitments.
- Provides assurance to clients and FNZ leadership on control effectiveness.
- Oversees audit interactions and closure of findings across clients.
- Significant experience leading strategic client relationships, account portfolios or customer-facing functions within a complex financial services, platform, technology or outsourcing environment.
- Proven track record of owning and growing large-scale client portfolios, including accountability for revenue, profitability, forecasting, commercial performance and client retention.
- Demonstrated success operating as a senior relationship executive with direct exposure to C-suite stakeholders, Boards and senior client decision-makers.
- Experience leading, coaching and developing senior customer, commercial or account management professionals, building high-performing teams and succession capability.
- Strong commercial acumen, including experience of pricing, contract negotiations, renewals, change controls, margin management and P&L ownership.
- Experience working within matrixed organisations, influencing delivery, product, operations and commercial teams to achieve client and business outcomes.
- Track record of leading through complex client situations, including executive escalations, service recovery, transformation programmes and commercial negotiations.
- Ability to balance strategic thinking with operational execution, turning broad commercial objectives into clear plans, governance and measurable outcomes.
- Strong understanding of risk, governance and regulatory requirements within financial services, including experience supporting regulated clients and delivering customer-focused outcomes.
- Experience using customer, operational and financial data to inform decision-making, prioritisation and portfolio performance management.
- Experience within wealth management, banking, pensions, asset management or financial technology sectors.
- Knowledge of FCA regulatory requirements, including Consumer Duty and customer outcome frameworks.
- Experience managing multi-client portfolios across different market segments and business lines.
- Exposure to large-scale platform, outsourcing or business transformation programmes.
FNZ is committed to opening up wealth so that everyone, everywhere can invest in their future on their terms. We know the foundation to do that already exists in the wealth management industry, but complexity holds firms back. We created wealth's growth platform to help. We provide a global, end-to-end wealth management platform that integrates modern technology with business and investment operations. All in a regulated financial institution. We partner with the world's leading financial institutions, with over US$2.5 trillion in assets on platform (AoP). Together with our clients, we empower nearly 30 million people across all wealth segments to invest in their future.
Location: London - United Kingdom; Edinburgh WRS - United Kingdom
Type: Full time
Head of Customer Management in London employer: FNZ
At FNZ, we pride ourselves on being an exceptional employer that fosters a dynamic and inclusive work culture, where every team member is empowered to make a meaningful impact from day one. Our commitment to employee growth is reflected in our global career opportunities and the emphasis we place on individual contributions over tenure, ensuring that your hard work is recognised and rewarded. Located in a vibrant environment, you will collaborate with diverse, expert teams while enjoying flexible working arrangements that cater to both professional and personal needs.
StudySmarter Expert Advice🤫
We think this is how you could land Head of Customer Management in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at FNZ. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like FNZ before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Head of Customer Management in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to FNZ:Your cover letter is your chance to shine! Tell us why you want to work at FNZ specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at FNZ!
How to prepare for a job interview at FNZ
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
