Join us as a Customer Success Manager- BPL where you will be responsible for delivering great customer and commercial outcomes across the full customer lifecycle. These outcomes will be driven from activating, engaging and retaining our customers with card and payments products and propositions to support Small and Medium sized clients (businesses with card turnover of above £6.5m to £50m ).
As a critical member of the Customer Engagement team within Barclaycard Payments small and mid‑sized business, you will be responsible for supporting the delivery of our commercial plan by leading and driving growth initiatives that optimise the commerciality and customer experience within each stage of the customer lifecycle. You will have a direct and tangible impact on the Barclaycard Payments P&L by executing transformational strategies across our customer activation, engagement and retention pillars. You will interact with and leverage partnerships across the full landscape of Barclaycard Payments – including Digital, Data & Analytics, Product & Proposition and Marketing – to design and deliver balanced and thoughtful commercial initiatives that drive customer and commercial value in equal measure.
Key Accountabilities
* Supporting the design and execution of new propositions, campaigns and offers across the customer lifecycle to deepen customer relationships, optimise customer experience, and drive commercial growth (improved activation, higher engagement, reduced attrition).
* Leading effective lifecycle working groups to monitor and review performance across our channels and lifecycle phases to identify where we are out‑performing, hitting, or behind targets, before working collaboratively with the wider functions to identify opportunities to rectify performance, or leverage best practice and embed this within our wider portfolio.
* Supporting the definition and execution of a new High Value Strategy to retain, engage and grow relationships and income generation with our largest customers.
* Working with strategic external partners to drive our joint commercial agenda and strategy.
* Optimising the customers contact and channel strategy to strive for improved engagement and ROI across our Digital and Telephony channels.
* Generation of rich customer insight through the analysis of customer, competitor and industry trends, alongside portfolio performance; acting on and communicating this analysis to stakeholders to empower enhancements to propositions, offers and activities that meet customer needs across the lifecycle.
* Collaborating with our go‑to‑market teams to embed a new customer segmentation strategy, allowing us to differentiate the way we speak to each customer persona through more tailored, targeted and timely communications, triggered by key behaviours or lifecycle moments.
To Be Successful In This Role
* Customer Focus – Fully appreciates the need for customer outcomes to be at the centre of all decision‑making.
* Commercial Focus – ability to design solutions that drive balanced customer and commercial outcomes.
* Understanding of payments industry, e‑commerce and banking sector.
* Strong commercial acumen, able to develop and execute strategies against the right KPIs.
* Proven experience in delivering projects at pace.
* Numeric / analytical / commercial awareness.
Desirable Skills
* Data management and analysis.
* People management.
This role is based in Northampton.
Purpose of the role
To identify and capitalise on business opportunities, expansion of the customer base, relationship management, and driving of revenue growth.
Accountabilities
* Execution of market research and analysis to support the identification of potential opportunities, market trends, and customer needs, to develop strategies for business growth.
* Identification of leads through various channels such as networking, referrals, cold calling, and attending industry events.
* Management of existing client relationships to understand their needs and identify opportunities for cross‑selling or upselling banking products and services.
* Development and execution of strategies to acquire new business and expand the customer base, including preparation of proposals, presentations, and negotiation of contracts.
* Collaboration with product managers, credit analysts, operations, and other internal stakeholders to ensure seamless delivery of banking products and services to clients.
* Forecasting of sales targets and tracking progress against goals, including regular reports on business development activities, pipeline status, and sales performance to management.
* Contribution to the development of business development strategies and initiatives to drive revenue growth and achieve business objectives.
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