Relationship Manager (Fintech)

TL;DR

Relationship Manager (Fintech): Managing and growing a portfolio of merchant partnerships within the Payments business with an accent on revenue growth, operational excellence, and performance optimization. Focus on driving commercial success through upselling, optimizing transaction performance, and coordinating cross-functional teams to improve merchant experience.

Location: Hybrid; must be based in Manchester (2-3 days a week in office)

Company

A digital bank redefining finance by putting people front and center and scaling its B2B lending and payments propositions.

What you will do

• Own and grow a portfolio of merchant relationships within the Payments business.
• Lead structured merchant reviews covering performance, growth, risk, and roadmap alignment.
• Drive revenue growth through optimization, cross-selling, and upselling.
• Monitor and improve transaction performance, authorization rates, fraud levels, and chargebacks.
• Oversee onboarding and integration progress to reduce time-to-live and friction points.
• Coordinate internal teams (Product, Engineering, Risk, Compliance, Finance, Operations) to resolve issues.

Requirements

• Experience in client-facing roles such as Account Management, Relationship Management, or Customer Success.
• Confidence in building relationships and communicating with external stakeholders.
• Ability to work in fast-moving and sometimes unstructured environments.
• Strong attention to detail and comfort working with data.
• Proactive mindset with a high degree of ownership.

Nice to have

• Experience in the payments or a related industry.
• Background in both customer-facing and operational environments.
• Experience using CRM systems or support platforms like HubSpot or Zendesk.
• Proven track record of upselling or driving revenue growth within existing accounts.

Culture & Benefits

• Hybrid work model requiring office attendance 2-3 days a week in Manchester.
• Option to work from abroad for up to 120 days a year (subject to right to work).
• Dog-friendly office environment.
• Inclusive culture with a strong emphasis on diversity, equity, and inclusion.
• Workplace recognized as one of the UK's Most Loved Workplaces.