Client Relationship Manager

Client Relationship Manager

Role Overview

We are seeking a proactive and commercially aware Client Relationship Manager to manage direct relationships with merchants and strategic partners.

Reporting to the Head of Client Relations, this role is responsible for maintaining portfolio stability, ensuring service excellence, and supporting structured partner engagement within a regulated environment.

The successful candidate will act as a primary relationship contact for allocated accounts, ensuring that interactions are managed in accordance with internal policies, risk appetite, and service standards.

Key Responsibilities

Relationship Management

• Manage a defined portfolio of merchants and strategic partners
• Serve as the primary point of contact for day-to-day relationship matters
• Conduct regular account reviews and structured partner check-ins
• Monitor client satisfaction, identify retention risks, and escalate concerns where appropriate
• Support partner engagement initiatives to strengthen collaboration and transparency

Portfolio Oversight & Monitoring

• Monitor account performance indicators, transactional trends, and behavioural patterns
• Identify potential risk signals and escalate to Head of Client Relations and/or Risk function
• Ensure merchants operate within agreed contractual and operational parameters
• Assist in reviewing portfolio concentration and exposure trends

Service Delivery & Operational Coordination

• Coordinate with Operations, Risk, Compliance, Finance, and Technical teams to resolve client queries efficiently
• Ensure client matters are prioritised and resolved within defined SLAs
• Support dispute resolution processes and service issue management
• Maintain accurate CRM records and documentation of all interactions

Governance & Compliance Alignment

• Ensure all communications and actions align with internal policies and regulatory expectations
• Support audit requests, internal reviews, and documentation requirements
• Maintain appropriate documentation standards across the portfolio
• Escalate complex or sensitive matters in a timely and structured manner

Commercial & Strategic Support

• Identify opportunities to strengthen client relationships and enhance portfolio value within risk parameters
• Support implementation of revised procedures, service frameworks, and engagement models
• Provide portfolio reporting and insights to the Head of Client Relations

Requirements

• 3 - 5 years’ experience in merchant acquiring, fintech, banking, or regulated financial services
• Experience managing client or partner relationships, ideally within partner-led distribution models (ISOs, PSPs, introducers)
• Understanding of regulated financial services environments
• Strong stakeholder management and communication skills
• Ability to handle escalations with professionalism and sound judgement
• Analytical mindset with attention to detail
• Strong organisational and time management capabilities
• High level of integrity and accountability
• Ability to work cross-functionally within a structured control environment

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