Client Partnership Director

Department: Client Partnerships

Employment Type: Full Time

Location: London

Description

Key Responsibilities

• The day to day running of our key banking client relationship(s) at various management levels, proactively working with a range of teams internally and with the client to deliver against programme KPIs and business performance
• Establishing and maintaining trusted and effective client relationships, aligning them to Reward’s strategy
• Being the voice of the client within Reward- lead and coordinate matrix teams to deliver against key goals and objectives
• Develop and maintain strong trusted relationships with key clients, acting as their strategic advisor and advocate within the business
• Proactively engage with clients to understand their business objectives challenges and opportunities and identify areas where our solutions can add value
• Serve as the main point of contact for client inquiries escalation and strategic discussions ensuring prompt and effective resolution of issues

• Develop Client Account Plans by collaborating with clients to develop strategic alignment with their goals and Reward objectives driving mutual growth and success
• Driving forward the Account Plans internally and with clients to successful deliver
• Driving key stakeholder meetings with the client (Quarterly and monthly) that ensures strategic and programme objectives are being met and managed
• Organising and leading performance and planning meetings with client and internal teams
• Conduct regular business reviews with clients to assess performance identify opportunities for improvement and propose strategic initiatives to drive value
• Identify upsell and cross sell expansion opportunities leveraging programme Insights and work closely with product teams to develop and execute for growth strategies
• Management of a Customer Success Manager to support in management of the banking hub clients. This includes line management and supporting them in career growth.

• Defining the client strategy and plan and working with cross matrix team to execute on those plans
• Understanding the bank client’s business and programme objectives /KPI’s to identify and deliver new strategic opportunities supporting innovation and improvement
• Stay informed about industry trends competitive landscape and market dynamics to anticipate client needs and identify opportunities for innovation
• Coordinate with cross-functional teams to develop customised solutions proposals and presentations tailored to meet client objectives and address specific challenges
• Champion the client's perspective within Reward advocating for product enhancements and service improvements based on client feedback and market trends

• Drive revenue growth by identifying upsell and cross sell opportunities within existing clients accounts
• Aligning Reward strategic objectives with client business programme objectives that ensure alignment and growth for Reward and their programmes
• Maintaining accurate revenue forecasts and budgets, alongside the programme performance
• Monitor client satisfaction and retention metrics proactively addressing any issues or concerns to ensure ongoing client loyalty and advocacy
• Negotiate contract renewals pricing agreements and service level agreements with clients maximising revenue while maintaining strong client relationships

• Share market intelligence and insights with internal teams to inform product development marketing strategies initiatives
• Monitoring client and market trends and insights to identify new opportunities and grow profitable revenue streams

Skills Knowledge and Expertise

• Extensive experience working in a commercial role in managing relationships in loyalty/ retail banking/ payments or related B2B sectors with a consumer/customer at the end of the other side of the relationship.
• Strategic leader who is highly adept at anticipating consequences and opportunities
• Be able to create/convert new client revenue opportunities and drive revenue generation
• Support our business development team to drive growth and expand additional business streams
• Demonstrable relevant client-side and/ or partner management experience
• An effective and articulate communicator, able to persuasively present concepts clearly and concisely to key stakeholders, adjusting style to audience
• KPI and performance focused with a strong commercial awareness and experience of managing budgets with a focus on profitability
• Work with our clients in a consultative way to enhance their experience and develop opportunities for additional services and reward solutions
• Manage and run projects or operational goals/activities with key clients.

Benefits

• Annual Leave: 25 days + bank holidays
• Ability to buy and sell holiday days as well as the ability to bank days (tenure dependent)
• Flexible working options: we are operating a hybrid working model with 3 days a week from the office
• Pension: Hargreaves Lansdown – 6% matched contribution
• Employee share scheme
• Generous family friendly cover
• Private healthcare – Bupa
• Income protection
• Critical illness cover
• Life insurance cover
• Dental cover
• Optical cover
• Yulife app for access to employee wellbeing and discounts
• Perks at Work, cashback/discount shopping site
• Employee referral scheme
• Salary sacrifice program which includes cycle to work scheme, electric car scheme and season ticket loans
• Volunteering program
• Company events i.e. Christmas party, all-company event and other social/hosted events during the year (we have an active social committee!)
• Team socials

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