Senior Director of Relationship Management

4 weeks ago(11/22/2017 7:05 PM)
Job ID
# of Openings


Job Description:

This individual will provide comprehensive leadership coverage for all assigned Customers.  This position will focus on servicing, maintaining and growing the partnership. 



The dedicated Relationship Manager will provide full coverage from Bridge2 to the client, including but not limited to:

  • Serve as a point of contact for client executive team
  • Assist in prioritizing internal projects for clients and recommend updates to the Bridge2 platform
  • Collaborate with project delivery on all new enhancements and integrations
  • Provide guidance and recommendations on all client proposals and pricing
  • Provide executive status to the client about all projects (where applicable)
  • Update clients on new options from B2S to help advance the client loyalty program
  • Review monthly performance for sales and operations
  • Manage the Quarterly Business Review
    • Coordinate the QBR schedule
    • Create the QBR package
    • Facilitate the QBR from B2S along with other stakeholders
  • Work with dedicated escalation specialist and internal customer service teams to address issues/trends and implement improvements to enhance the customer experience
  • Serve as the client advocate internally
  • Maintain close contact with the client and their position in the industry
  • Continually look to expand the B2S footprint and platform within the clients (where applicable)
  • Assist with developing promotional programs to enhance the offering to customers
  • Understand the client contract and serve as the internal expert for the legal and structural relationship between client and B2S
  • Ensure all invoices are correct and sent at the proper time and follow-up with client to ensure prompt payment
  • As relationship grows, ability to recruit, hire, and manage support staff



  • 5+ years experience at large financial institution directly managing loyalty programs
  • Strong understanding of the loyalty landscape, especially regarding loyalty award fulfillment
  • 3+ year project management experience
  • Ability to manage complex projects across multiple functional areas, business groups and the partner, often within tight timeframes
  • Ability to establish and maintain positive and constructive relationships with key external business
  • Ability to analyze data and gain actionable insights
  • Exemplary work ethic and the ability to take initiative and work independently
  • Strong organizational, multitasking, and prioritizing skills within a fast paced matrixed environment.
  • Some travel will be required


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