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Senior Relationship Manager

3 months ago

London, UK, United Kingdom Travelex Full time

Role Title: Senior Relationship Manager – UK Retail & Airports

Job Type: Full Time, Permanent

Working Location: Peterborough or London


Role Purpose


The role of Senior Relationship Manager for UK Retail & Airports is primarily responsible for the management of the day –to– day senior relationships with partners (airports, ports, landlords etc). As the senior point of contact for Travelex and partners you will also need to take the lead on key commercial and contractual negotiations, contractual governance and issues. You will need to co-ordinate resources needed to service projects, build strategic operational plans and balance the expectations of clients with the execution of creative work. You will be expected to plan campaigns, and successfully develop business creatively and financially, while playing a positive role in the future service strategy of this business area.


Key Accountabilities


  • Key account and partner relationship management
  • Supporting the achievement of the UK Objectives & Key Results (OKR’s)
  • Creation and execution of annual account plans to drive sales and account service strategy.
  • Proactively identifying customer needs and business / new product and service opportunities.
  • Maintains open and complete communications of client issues with functional leaders and senior / Exec management.
  • Representing Travelex at external industry, corporate and community events.
  • Working alongside the Head of Retail and supporting the local management team to provide the utmost level of client service and excellence.
  • Leading and supporting on commercial negotiations and ensuring contractual governance is in place at all times.
  • Executes duties and assignments as directed in compliance with corporate guidelines and objectives.
  • Working with other senior managers within Travelex to identify and generate new business and cross - selling opportunities for Travelex.
  • Producing proposals, business cases and presentations and taking the lead and key interface with the client on all meetings, presentations, projects and planning activities.
  • Being sufficiently informed and personally involved, ensuring sound planning, good service and a solid client / Travelex relationship.
  • Insures the timely development and execution of plans, campaigns, and projects to assure work goals, KPI measurements are achieved and to provide both quality and profitable service to the account(s).
  • Meeting with Travelex senior management and liaising with other key support and enabling functions of the business for business / project planning.
  • Monitoring client satisfaction post sale and ensuring a high level of customer service internally.
  • Generating ideas for new business and revenue generation.
  • Provides leadership / motivation and conveys the vision and values of Travelex at all times.
  • Drive business cases to develop business strategy / roll-out of new products & services
  • Regular benchmarking of Travelex against competitors and feedback to Client Services director / UK SLT
  • Actively generates new business leads and opportunities and takes ownership of end-to-end sales process


Key Interfaces/ Relationships


  • External: local stakeholders / customers / partners / 3rd parties
  • Finance: commercial / business models / proposals
  • Marketing: RFP / tender submissions / proposals
  • Legal: contract drafting / completion / governance
  • Retail: trading plans / performance
  • Product / Channel: new product development
  • Business Improvement: change / delivery
  • Retail Operations: project management / facilities / store designs & concepts
  • Compliance: regulatory / policies / escalation
  • Commercial: strategy / 5YP


Role-Specific Experience and Skills


  • A strong track record of delivery in the areas of key responsibility
  • Significant experience in professional client relationship management, and or, working in a senior sales or account management role.
  • Strong analytical skills, critical thinking skills and problem solving skills
  • Ability to interface and demonstrate leadership both internally and externally
  • Ability to effectively and successfully negotiate commercial / contractual terms
  • Proven ability to effectively communicate cross functionally within company, with key stakeholders and the customer
  • Demonstrated commitment to building strong business relationships with customer(s)
  • Excellent written and verbal skills, ability to present to senior management
  • Industry experience from a company within the same market or within Retail sector
  • Proven track record of growing business with large customer accounts
  • The ability to plan and strategise at a senior level


General Experience and Personal Qualities


  • Strong commercial acumen and ability to apply solid commercial judgment in their area of expertise
  • Protect the business by ensuring compliance to procedures, managing risks and escalating where appropriate to protect the reputational integrity of Travelex
  • The ability to manage strong relationships, developing trust and credibility with customers, partners, peers, teams, internal and external stakeholders
  • Proactive sharing of best practice to peers and teams for continuous improvement of performance in their area of expertise
  • Experience in managing change
  • Performance and results focus
  • The ability to analyse issues, develop solutions and influence key decisions, balancing risk with results
  • Drive customer focus in everything we do to gain and retain high quality customers for the long term success of Travelex


Why Travelex?


To remain the world’s leading foreign exchange specialist, we are focused on making our customers’ lives simpler, more engaging and hassle free while they travel or move money abroad. We promise to give them the freedom and peace of mind to explore the world, their way – enabling them to travel confidently because they know they have us to lean on.


Customer centricity and digital are at the heart of our business strategy. Our commitment to innovation has never been greater, with the development of a number of digital-first, greenfield products and services. And with the Travelex's resources, deep industry experience and leading brand we are inventing the future of FX, cross-border e-commerce and international payments.


We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status