Senior Director of Relationship Management

4 weeks ago(11/22/2017 7:05 PM)
Job ID
2017-1284
# of Openings
1
Category
Sales

Overview

Job Description:

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

Responsibilities

Requirements:

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

Qualifications

Qualifications:

  • 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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