Our Mission
Fiserv is a global leader in Fintech and payments enabling innovative financial services experiences that align with the way people live and work today. Our aspiration is to move money and information in a way that moves the world. Our purpose is to deliver superior value for our clients through leading technology, targeted innovation, and excellence in everything we do.
Our core values are to earn client trust every day, create with purpose, inspire and achieve excellence, do the right thing, and deliver on the promise of one Fiserv. These values provide a foundation for us to make the right decisions and fulfil our commitments to our clients and one another.
Location: UK OR Ireland
What does a successful Head of Enterprise Merchant Relationship Management do?
At Fiserv, a leading global financial technology company, the Head of Enterprise Merchant Relationship Management, EMEA leads our large merchant client engagement, growth and retention efforts to drive customer satisfaction and loyalty. As the primary point of contact for key clients, this role ensures that client needs are met, relationships are nurtured, and opportunities for growth are identified. Success in this role means being a strategic partner, an advocate for clients, and a leader who inspires a high-performing team committed to excellence.
What you will do:
* Develop and implement a comprehensive relationship management strategy to ensure high levels of client engagement and retention
* Build and maintain strong and collaborative relationships with key clients, understanding their needs and goals to effectively anticipate and address their needs
* Serve as the primary point of contact for clients, providing exceptional customer service and support
* Monitor and analyse client satisfaction and loyalty metrics, identifying areas for improvement and implementing action plans to increase overall satisfaction
* Work closely with cross-functional teams to ensure seamless delivery of products and services to clients
* Provide leadership and mentorship to the relationship management team, setting goals, conducting performance evaluations, and promoting a positive and high-performing culture
* Stay up-to-date with industry trends and developments and use this knowledge to provide strategic insights and recommendations to clients
* Collaborate with sales and business development teams to identify opportunities for upselling and cross-selling to existing clients
* Act as a brand ambassador for Fiserv, promoting our products and services and representing the company in a professional and positive manner
What you will need to have:
* Proven track record of success in relationship management within the financial industry
* Fluent English and preferably proficient German
* Exceptional communication and leadership skills
* Strong strategic thinking and problem-solving abilities
* Ability to analyse and interpret client satisfaction metrics
* Experience working with cross-functional teams to deliver client solutions
What would be great to have:
* Experience in a leadership role within the financial technology industry
* Knowledge of current industry trends and developments
* Proven ability to develop and implement client retention strategies
* Experience with upselling and cross-selling techniques
* Advanced degree in business or related field
Our commitment to Diversity and Inclusion:
Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law.