Do you have great Key Account Manager / Relationship Manager experience, within Financial Services? Would you like to join one of the UKs fastest growing Fintech companies, building their customer care offering with a small team dedicated to nurturing relationships with the businesses largest and most important customers? Do you want to join a business who is passionate about its people and will support you on your career journey, with great opportunities for growth and progression?
Then we want to hear from you!
Since launching this Fintech has become one of the fastest growing companies in the UK that now have their sights set on the rest of the world, and have recently expanded into the US.
This Fintech company are a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and welcome. They foster an environment that allows people to share, engage, learn, support, participate and work towards positive change. They also hold regular culture and inclusion events, such as Black History Month, Pride Week and International Women’s Day.
Responsibilities:
This FinTech have already built one of the best Customer experiences in their industry, but as a Key Account Manager / relationship Manager there's more work to do, and they’re looking to build a Key Accounts function to take the experience they offer to their customers to the next degree of excellence.
- Win the day - your number one job in this role is to enhance the experience of the customers by giving them on-demand, incredibly high touch service in a way they've never experienced before from the company, and building strong relationships with them along the way.
- Lay the foundation - you'll be building the service model from scratch, redefining how the company does customer service and pivoting the business to a more high-touch way of working. You'll want to experiment with comms and workflows and figure out what works and what doesn't. You'll spend time trying things out, reflecting, and pivoting.
- Scale yourself - once you've figured out the model, you'll have the opportunity to scale yourself by promoting experienced agents into your team to become the first generation of Key Account Reps in the company, ramping up the service model you've built to many more high-value customers.
- Shout about it – The company is anxious to learn and share as much about their customers as they can to build better products for them and serve them better than ever before. You'll take time to step back and aggregate what you and your team are hearing from the most important customers, and you'll feed high-signal insights, stories and wins back to the business.
Success Metrics:
As a Key Account Manager / Relationship Manager the role is to make sure the highest value customers are happy and continuing to spend with the business. Additionally, it’ll be ensuring that the company is helping those potentially high value customers through the funnel to ensure they’re onboarded.
The key metrics are NPSs of these high value customers as well as spend from them.
Who we're looking for in this Key Account Manager / Relationship Manager role:
We're open to people from a variety of backgrounds - what's most important is that
- You're able to demonstrate past success in forging deep relationships with clients or customers.
- You’ve scaled yourself through a small team who you've coached to do the same.
- You'll have a philosophy around customer experience and what great high-touch service looks like, and how to deliver it.
- You’ll be able to talk about the pilots, projects, and processes you’ve led that demonstrably enhanced experience metrics.
If possible, you have specific experience with Small and Medium-sized business owners, or with payments or credit products. Neither are essential.
What you'll get in return:
- Competitive salary
- Meaningful incentive pay on top
- Excellent progression and opportunity to grow and develop – we give every employee £1,000 a year to grow their skills outside the company
- The chance to work for one of the top 30 financial services companies in the UK
- Private healthcare
- 28 days paid holiday (not including bank holidays)
- Travelcard loan and/or cycle to work scheme
- Anniversary rewards including 4 weeks fully paid sabbatical after 4 years
Diversity and Inclusion:
We are fully focused on equality and believe deeply in diversity of race, gender, sexual orientation, religion, ethnicity, ability, national origin and all the other characteristics that make us who we are.
We want to be a place where a diverse mix of talented people want to come and do their best work and most importantly feel included and that they can be their authentic selves. We welcome, consider and encourage applications from anyone that shares this passion.
So what you waiting for? If the above Customer Relationship Manager role in Cardiff sounds right up your street, drop us an application today!