We areseekinga proactive, customer-focusedand experienced Relationship Management Team Lead to join our growing team.

In this role, you will lead the [Region] Relationship Management team to deliver strong customer retention, customer satisfaction, and revenue growth, while continuing to manage a portfolio of the region's largest and most strategic accounts. Operating as a player-coach, you will balance direct customer ownership with responsibility for supporting, developing, and guiding the regional RM team.

The Team Lead is accountable for driving consistent Relationship Management standards and execution across the region, ensuring team members are equipped to deliver excellent customer outcomes whilemaintainingstrong operational discipline and commercial performance.

You will work closely with Relationship Managers, customers, onboarding teams, and internal stakeholders to support customer success, resolve escalations,identifygrowth opportunities, and ensure the consistent delivery of our services.

Reporting to the Global Head of Relationship Management, you will act as the primary leadership and escalation point for the region, helping to build team capability, improve performance, and ensure alignment with broader companyobjectives

Success in this role will be measured through a combination of customer outcomes, commercial performance, team development, and operational excellence. The ideal candidate will be an effective relationship manager with strong organisational skills, a collaborative leadership style, and the ability to balance strategic customer needs with day-to-day team leadership responsibilities.

This position involves travel,approximately 15-20%, across [Region]

Key Responsibilities

• Strategic Account ownership:Own and lead relationship engagement and growth strategy for portfolio of accounts.Identifycommercial growth opportunities and coordinate execution and ensure Customer satisfaction / relationship healthmaintainedor improved across accounts at all times

• People Leadership & PerformanceManagementIThe team has a clear understanding of Team Lead’s expectations and Team members are effectively leveragedto supportenrollmentsand other operational activities. Underperformance is addressed early with measurable progress orresolutionand the region runs smoothly without requiring constant senior intervention

• Regional Customer Outcomes & Escalation Management:MonitorRegional customer portfolio health and intervene / provideadditionalsupport to the team as needed. Act as the first escalation point for the region and support RMs on growth strategy & key stakeholder relationship building by ensuring consistent execution of account planning and strong engagement cadence

• Commercial Growth & Forecasting:Drive structured upsell execution across the team. Maintain accuratereporting and review pipelines regularly and support to unblock stalled opportunities, coordinating with Sales where needed to progress opportunities / onboarding tasks.

• Execution Discipline & Operational Excellence:Ensure team adherence to internal processes, reporting standards, CRM & documentation hygiene. Maintain operational leadership (regular reviews, opportunityand customer progress checks) and delegate operational tasks effectively whileretainingaccountability
  
  

Qualifications

• Experience:10+ years of experience in sales or relationship management within the cards and payments industry, with a strong focus on fraud and dispute management. Proven track recordof team leadership and managing high-risk clients in thepaymentsecosystem, including experience in credit/debit card solutions, transaction processing, and risk mitigation strategies.

• Motivator & Driver A collaborative team leader focused on collective success, dedicated to the success of your team, serving as a key motivator and driver of their growth.

• Analytical & Structured:Strong analytical skills and a structured approach, with the ability to assess complex situations and deliver a high degree of client satisfaction. A proactive problem solver with a positive, can-do attitude, capable of tackling challenges head-on and educating those around them.

• Client-Focused:Passionate about all aspects of Relationship Management, with a customer-centric mindset and a focus on driving client retention and revenue growth within your team and your own portfolio of customers.

• Communication:Excellent communication skills across written, verbal, and digital platforms, capable of fostering strong relationships with clients and your team.

• Confidence & Comfort:High levelof confidence in leading strategic discussions with both your team and senior client leaders, ensuring clear communication and alignment on goals.

Desired Qualifications

• Education Bachelor’s Degree or equivalent experience.

• Tier 1 Client Management Proven experience managing Tier 1 clients, with a passion for delivering exceptional client outcomes.

• High Risk Expertise Strong understanding ofhigh riskvertical business models within the payments flow.

• Dispute & Fraud Management Experience working with dispute and fraud management products, ideally fromVerifiandEthoca

• Execution-Driven Strong follow-through with a results-driven mindset and excellent problem-solving skills.

• Organizational Excellence Exceptional organizational skills, attention to detail, and a mastery of English, with a focus on delivering customer-centric solutions.