Role Overview

This Strategic Customer Relationship Manager is responsible for establishing and maintaining mutually beneficial and profitable relationships with one of our Partner’s top Global Online Travel Agency customers. This is a broad-based role which encompasses elements of stakeholder engagement, project management, analytical understanding and problem solving. The successful applicant will be based in the London office and will be expected to spend 1-2 days a week at the customer’s offices in Continental Europe. They will be required to develop strong stakeholder relationships across multiple departments and at varying levels of seniority.

Key to the role is developing a deep understanding of the Customer’s payment operations; being part of the working team that helps solve current challenges and can also think strategically in contributing to the development and execution of future plans.

The Strategic Relationship Manager will be the primary interface between the Customer and the internal business, and will be responsible for ensuring day-to-day operations are running smoothly as well as making sure that new projects/initiatives are coordinated and being delivered against plan.


Candidate Profile

We are looking for someone who;

  • Develops and maintains strong professional working relationships within this top Global Online Travel Agency customer
  • Additionally working closely with:

o Enterprise Partnerships team of Schemes

o (VCC) Issuer

  • Periodic engagement with 3rd party suppliers as required, e.g. Gateway’s and Acquirers


Key Responsibilities

  • Develop a deep understanding of the Customer’s business and in particular the Payment Operations, treasury, Product Marketing & Vendor Management.
  • Establish and maintain mutually beneficial and profitable relationships with key stakeholders
  • Solve any problems that may arise with the Customer’s existing set-up
  • Support thinking and direction setting on new product and process development
  • Expand and convert new opportunities through collaborative working
  • Ensure quality and timeliness in delivery of business development activities including internal activity reporting, contractual commitments and key customer agreement success criteria
  • Deliver financial results in line with agreed budgets and targets
  • Provide management with a clear and regular view of customer performance
  • Foster ‘internal values & culture’ being an entrepreneurial business that is one of a challenger
  • Play an active part and contributing to the wider EMEA team and extending the development of a can-do, pro-active, positive, winning team spirit
  • Generate positive feedback from those you come in contact with both internally and externally
  • Achieve full utilization of
  • Maintain & deliver together with the customer, an annual customer plan with ongoing 90 day plans


Key Competencies

  • Exceptional business development and relationship management skills
  • Relationship-focused with a strong customer orientation, matrix management and collaborative style
  • Commercial focus and business acumen
  • Demonstrate the ability to analyse situations accurately and quickly, grasping complexities, identifying key issues and using business insight to apply sound judgment
  • Strong communicator with exceptional listening skills
  • Persuasive communicator who possesses the ability to create high impact, command respect and influence stakeholders across various levels of an organisation
  • Strong qualitative and quantitative skills
  • Enterprising, innovative, strategic thinker
  • Strong attention to detail
  • Well-organized and capable of prioritizing and managing multiple competing tasks across a wide spectrum of activity
  • Exhibit a creative and flexible approach to meet changing circumstances – able to move fluidly from tactical to strategic to operational
  • Building from scratch (starting something new, working with limited resources)
  • Possess a high degree of personal initiative



What We’d Like in You


  • Relevant certificate, degree or equivalent
  • Strong commercial acumen
  • Strong end to end generalist leader with proven experience of leading high performing teams
  • A passion for efficient process improvements to raise the bar on customer, employee and candidate experiences
  • Excellent oral communication and influencing skills that provoke and incite action and accountability
  • Demonstrated superior performance in leading diverse teams of people through simplifying complexity into an integrated strategy; coaching, listening, creating solutions to problems and taking calculated risks to achieve results
  • A project management/ consultative approach to work
  • Knowledge of payments, specifically card payments


  • Ability to manage multiple expectations and projects at the same time
  • Is credible and confident, displaying great energy, passion and drive in everything they do, good levels of emotional intelligence and common sense
  • Constructive relationships are built with external contacts, internal stakeholders and team members.


If you are interested in applying for this position, please feel free to get in touch directly with Marek via


Job details

  • Functional area
  • Salary
  • Location
    London • United Kingdom
  • Recruiter

    Marek Buenting