Customer Success Manager – BPL

Responsibilities

• Identify and capitalize on business opportunities, expand customer base, manage relationships and drive revenue growth.
• Execute market research and analysis to identify potential opportunities, market trends and customer needs; develop strategies for business growth.
• Identify leads through networking, referrals, cold calling and attending industry events.
• Manage existing client relationships, understand their needs and identify cross‑selling or upselling opportunities for banking products and services.
• Develop and execute strategies to acquire new business, prepare proposals, presentations and negotiate contracts.
• Collaborate with product managers, credit analysts, operations and other stakeholders to ensure seamless delivery of banking products and services.
• Forecast sales targets, track progress against goals, and report on business development activities, pipeline status and sales performance.
• Contribute to business development strategies and initiatives to drive revenue growth and achieve business objectives.
• Lead and coach teams (Assistant Vice President level), set objectives, conduct performance appraisals and determine reward outcomes.
• Consult on complex issues and provide advice to People Leaders to resolve escalated issues.
• Identify ways to mitigate risk, develop new policies and procedures, and strengthen controls.
• Engage in complex analysis of data from multiple sources, communicate findings and influence stakeholders to achieve outcomes.
• Operate across the Barclays Values and Mindset, delivering service to the highest standard.
• As a Customer Success Manager – BPL, own the full customer lifecycle: activation, engagement and retention of small‑ and medium‑sized business customers (card turnover 6.5m‑50m).
• Deliver great commercial outcomes by leading growth initiatives that optimise commerciality and customer experience at each lifecycle stage.
• Design and execute new propositions, campaigns and offers to deepen relationships, optimise experience and drive commercial growth.
• Lead lifecycle working groups to monitor performance, identify gaps and collaborate with wider functions to rectify performance.
• Define and execute a new High‑Value strategy to retain, engage and grow relationships with the largest customers.
• Partner with strategic external partners to drive the joint commercial agenda.
• Optimize contact and channel strategy, improve engagement and ROI across digital and telephony channels.
• Generate rich customer insight through analysis of customer, competitor and industry trends, and communicate findings to stakeholders.
• Embed a new customer segmentation strategy with go‑to‑market teams to tailor communications to each persona.

Qualifications

• Customer Focus: fully appreciate the need for customer outcomes 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 delivering projects at pace.
• Numeric, analytical and commercial awareness.
• Desirable skills: data management and analysis, people management.

Location

Based in Northampton.

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