Head of Client Relations

We are seeking an experienced and commercially minded Head of Client Relations to lead and strengthen our client and partner management function.

This role is pivotal in safeguarding and enhancing relationships across our merchant portfolio, with particular focus on strategic partners including ISOs, PSPs and introducers. The successful candidate will drive service excellence, operational stability, and structured relationship management while contributing to the long-term commercial strategy of the business.

The ideal candidate is resilient, solutions-oriented, and highly collaborative, with a strong understanding of merchant acquiring and regulated financial services environments.

Responsibilities

Client & Partner Relationship Management

• Lead and oversee the management of the existing merchant portfolio, ensuring service continuity, retention, and relationship stability
• Act as senior escalation point for key merchants and strategic partners
• Develop structured engagement frameworks for partners and merchants to strengthen collaboration and transparency
• Identify portfolio risks and proactively implement mitigation strategies
• Drive client retention initiatives and monitor churn indicators

Operational Oversight & Service Excellence

• Manage, monitor and review daily operational and client servicing functions to ensure quality, efficiency and regulatory alignment
• Set and review service KPIs and SLAs, ensuring performance standards are consistently met
• Analyse service metrics and client feedback to improve processes and enhance overall service delivery
• Ensure appropriate prioritisation of client matters and oversee resolution within agreed timelines
• Collaborate closely with Risk, Compliance, Finance, and Operations to ensure a seamless client experience

Leadership & Team Development

• Lead and develop the Client Relations function, fostering accountability and a high-performance culture
• Provide mentoring, structure, and direction to maximise team effectiveness
• Assess resource needs and implement scalable processes to support business requirements
• Develop and maintain clear procedures, policies, and service standards
• Translate broader business objectives into actionable client service strategies

Strategic Contribution

• Support senior management with portfolio insights, reporting, and relationship intelligence
• Contribute to business continuity and commercial strategy planning, and operational resilience initiatives
• Drive continuous improvement initiatives aligned with regulatory expectations and industry best practices

Requirements

• 3–5+ years’ experience in merchant acquiring, fintech, banking, or regulated financial services
• Demonstrated experience managing client portfolios and handling complex escalations
• Proven leadership experience with the ability to mentor and structure teams
• Strong analytical and problem-solving capabilities
• Excellent stakeholder management and conflict resolution skills
• Exceptional organisational skills and attention to detail
• Strong communication skills, both written and verbal
• Ability to operate effectively in a dynamic and evolving regulatory environment
• Proactive, resilient, and solutions-driven mindset

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