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About the Role

Take full ownership of complex client relationships within Reward’s banking portfolio, driving client satisfaction, retention, and revenue growth through proactive account management, strong governance, and a deep understanding of client priorities. Act as a trusted partner to banking clients across loyalty, digital, payments, and customer engagement teams, translating client needs into clear plans, actions, and outcomes. Operate in a matrixed environment, aligning various departments around client delivery and growth. The role combines hands-on ownership of key accounts with increasing commercial, strategic, and mentoring responsibility.

Responsibilities

Own the end-to-end management of assigned banking and financial services accounts, acting as the primary day-to-day and senior relationship lead.
Develop a deep understanding of each client’s business goals, priorities, and challenges, translating these into detailed account plans.
Build trusted relationships with client stakeholders across loyalty, digital, payments, marketing, and customer engagement teams.
Lead regular client engagement, proactively identifying needs, opportunities, risks, and actions to improve the client experience.
Support Account Directors and the VP of Banking on senior forums, renewals, road map discussions, and commercial conversations.
Be accountable for client satisfaction, retention, and growth across your assigned accounts.
Identify, develop, and progress opportunities for additional products, services, and partnership value in collaboration with Sales and Product teams.
Use performance data, market insight, and client feedback to shape recommendations, improve outcomes, and support commercial growth.
Maintain robust account plans, opportunity tracking, and governance records to support forecasting and pipeline visibility.
Oversee the end-to-end client lifecycle across onboarding, BAU, change, and continuous improvement activity.
Lead QBRs, MBRs, and client governance forums, ensuring clear narratives, insight-led updates, decision-making, and closure of actions.
Act as the escalation point for complex client issues, coordinating internal teams to resolve challenges quickly and effectively.
Partner with Product, Operations, Marketing, Data, Engineering, and Partnerships to ensure client commitments are understood and delivered.
Manage change requests, BRDs, and supporting documentation, working with senior colleagues on SOWs, contracts, and commercial approvals.
Champion process improvements and best-practice ways of working that improve consistency, scalability, and client experience across Banking.
Lead the development of customer segmentation, personalisation, and loyalty strategies that support client objectives and maximise long-term value.
Use advanced analytics, KPIs, and market insight to refine partnership strategies and align activity to client and Reward objectives.
Share best practice across the Customer Engagement team to improve account management standards and commercial focus.
Mentor and support Account Managers and junior client-facing colleagues, providing guidance on client relationship management and professional growth.
Ensure client accounts operate in line with Reward’s regulatory, compliance, contractual, and audit requirements.
Support internal and external audits, ensuring documentation, processes, and controls are accurate, robust, and up to date.
Proactively manage client-specific compliance obligations and governance milestones in partnership with internal stakeholders.

Requirements

Demonstrable account management experience, including ownership of B2B client relationships and account plans.
Experience in retail banking, payments, loyalty, or closely related sectors.
5+ years’ experience managing multi-stakeholder client relationships in B2B environments.
Proven ability to drive client satisfaction, retention, and revenue growth through proactive and consultative strategic account management.
Strong commercial acumen, with experience identifying growth opportunities and supporting renewals, expansions, and commercial conversations.
Confident, credible communicator able to engage and influence senior stakeholders internally and externally.
Strong understanding of KPIs, performance management, and customer engagement and loyalty drivers.
Experience operating effectively in fast-paced, matrixed organisations, balancing strategic priorities with hands-on delivery.

Skills

Account Management
B2B Client Relationships
Account Planning
Retail Banking
Payments
Loyalty Programs
Client Satisfaction
Client Retention
Revenue Growth
Strategic Account Management
Commercial Acumen
Stakeholder Engagement
KPI Management
Performance Management
Customer Engagement
Loyalty Drivers
Matrixed Organizations
Strategic Prioritization
Hands-on Delivery
Relationship Building
Client Needs Identification
Risk Management
Client Experience Improvement
Sales Collaboration
Product Collaboration
Performance Data Analysis
Market Insight
Client Feedback Utilization
Forecasting
Pipeline Management
Client Lifecycle Management
Onboarding
Business As Usual (BAU)
Change Management
Continuous Improvement
Quarterly Business Reviews (QBRs)
Monthly Business Reviews (MBRs)
Governance Forums
Issue Escalation
Cross-functional Collaboration
Change Request Management
Business Requirements Documents (BRDs)
Statements of Work (SOWs)
Contract Management
Commercial Approvals
Process Improvement
Best Practice Implementation
Customer Segmentation
Personalization Strategies
Loyalty Strategies
Advanced Analytics
Key Performance Indicators (KPIs)
Partnership Strategy Refinement
Team Mentoring
Client Relationship Management
Regulatory Compliance
Audit Support
Process Controls

Work Type

Hybrid

Experience Level

5+ years

Benefits

25 days annual leave + bank holidays
Ability to buy and sell holiday days
Ability to bank days (tenure dependant)
Flexible working options
Hybrid working model (3 days a week from the office)
Hargreaves Lansdown pension with up to 6% matched contribution
Employee share scheme
Generous family friendly cover
Private healthcare - Bupa
Income protection
Critical illness cover
Life insurance cover
Dental cover
Optical cover
Yulife app for access to employee wellbeing and discounts
Perks at Work, cashback/discount shopping site
Employee referral scheme
Salary sacrifice program (includes cycle to work scheme, electric car scheme, season ticket loans)
Volunteering program
Company events (Christmas party, all-company event, social/hosted events)
Team socials