Job: Client Relationship Manager

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  • Title Client Relationship Manager
    Categories Latest Jobs in Gibraltar
    Salary ÂŁ30,000 – ÂŁ35,000
    Location Gibraltar
    Job Information

    Our client is a local financial institution based in Gibraltar involved in banking operations with focus on e-money. They are looking for a candidate to fulfil the role of Client Relationship Manager.

    Responsible for developing and managing long term strategic client relationships to increase business and revenue, the Relationship Manager will have direct interaction with clients at all levels including executive management.

    Key Responsibilities

    • The Relationship Manager will be the main point of contact within the business for clients.
    • The Relationship Manager is effectively the Program Project Sponsor, ensuring that their client’s programs are launched efficiently and effectively by working with the relevant Operational teams within the company.
    • Assistance in developing new business relationships within existing clients and potential new clients.
    • Presents Card Program Applications to New Business Committee after working closely with their client to understand what program they want to deliver and communicate feedback from the business back to the client.
    • Handhold and guide new clients to assure a smooth experience during the on-boarding stage and hold discussions with the client and the business to manage completion of the contract and due diligence process.
    • Track and meet KPIs of the assigned strategic clients compared to the client-specific targets, identifying and reporting any negative variances. Work collaboratively with relevant teams, using deep knowledge of the client relationship to propose corrective actions to be taken.
    • Conduct regular monthly or quarterly program reviews with assigned clients to identify key problems that inhibit the growth of the program revenue, and work on opportunities that promote revenue growth.
    • Understand client needs and communicate problems and requests identified during program reviews to the respective teams, tracking their progress and updating the client as appropriate.
    • Understand the end user experience in order to identify and fill product gaps, generate new ideas that grow the business’s market share and the improvement of the client and consumer experience in order to drive growth. Solicits feedback from clients and potentially consumers.
    • Manage escalations of major issues from the client, conducting investigations if required.
    • Identify and follow through upselling and cross-selling products and opportunities.
    • Aim to retain clients and renew contracts when due.
    • Coordinate all future commercial discussions with the client.
    • Gain solid knowledge of competitors and new products in the market.
    • Performs other duties as assigned.

    Building strong relationships:

    • Develop rapport. Get to know the client as an individual to facilitate a closer relationship in order to understand their personality, ideas and ultimately their needs.
    • Develop a good line of communication both verbal and written.
    • Be honest and reliable – deliver on promises and manage expectations sufficiently.
    • Be proactive, showing a deep understanding of the client and their business.
    • Be responsive and develop great relationships with internal colleagues and be able to influence them to support the business in providing a first class service.

    Product Knowledge

    • Have excellent understanding of product and service knowledge as well as market awareness.
    • Understanding the client’s business throughout.
    • Introduce products and services to the client that have been identified as matching their needs.

    Client Focus

    • Take the client’s point of view and look to fully support them wherever possible.
    • Be able to deliver difficult decisions in a positive professional manner. Look at alternative options.
    • Be consistent and maintain an excellent service with every interaction.

    Knowledge and Skills

    • Educated to degree level
    • Minimum 3 years’ experience as a Relationship Manager for corporate clients, with proven success of collaborating and influencing C-level roles.
    • Knowledge of the payments and / or banking industry and prepaid cards.
    • Experience in discussions with clients based on existing contractual terms.
    • Commercial acumen – competent in analysing and evaluating client performance data.
    • CRM databases
    • Aptitude for fostering positive relationships, internally and externally
    • Excellent communication skills, with command of written and spoken English
    • Autonomy for excellent time management and organisational skills
    • Presentation skills
    • Problem-solving attitude
    • Teamwork and interpersonal skills
    • Proactivity to seek out new opportunities
    • Using initiative to drive action and growth
    • Client-oriented mind-set
    • Willingness to travel
    Apply Now