Customer Success Manager

Job Description

Purpose of the role

To identify and capitalise on business opportunities, expansion of the customer base, relationship management, and driving of revenue growth.  

Accountabilities

• Execution of market research and analysis to support the identification of potential opportunities, market trends, and customer needs, to develop strategies for business growth.
• Identification of leads through various channels such as networking, referrals, cold calling, and attending industry events.
• Management of existing client relationships to understand their needs and identify opportunities for cross-selling or upselling banking products and services.
• Development and execution of strategies to acquire new business and expand the customer base, including preparation of proposals, presentations, and negotiation of contracts.
• Collaboration with product managers, credit analysts, operations, and other internal stakeholders to ensure seamless delivery of banking products and services to clients.
• Forecasting of sales targets and tracking progress against goals, including regular reports on business development activities, pipeline status, and sales performance to management.
• Contribution to the development of business development strategies and initiatives to drive revenue growth and achieve business objectives.

Assistant Vice President Expectations

• To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
• Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
• If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
• OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
• Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
• Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
• Take ownership for managing risk and strengthening controls in relation to the work done.
• Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
• Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
• Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
• Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
• Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Join us as a Customer Success Manager- BPL where you will be responsible for delivering great customer and commercial outcomes across the full customer lifecycle. These outcomes will be driven from activating, engaging and retaining our customers with card and payments products and propositions to support Small and Medium sized clients (businesses with card turnover of above £6.5m to £50m ).
As a critical member of the Customer Engagement team within Barclaycard Payments small and mid-sized business, you will be responsible for supporting the delivery of our commercial plan by leading and driving growth initiatives that optimise the commerciality and customer experience within each stage of the customer lifecycle. Having a direct and tangible impact on the Barclaycard Payments P&L by executing transformational strategies across our customer activation, engagement and retention pillars. Interacting with and leveraging partnerships across the full landscape of Barclaycard Payments - including Digital, Data & Analytics, Product & Proposition and Marketing - to design and deliver balanced and thoughtful commercial initiatives that drive customer and commercial value in equal measure.

Key Accountabilities include:

• Supporting the design and execution of new propositions, campaigns and offers across the customer lifecycle to deepen customer relationships, optimise customer experience, and drive commercial growth (improved activation, higher engagement, reduced attrition).
• Leading effective lifecycle working groups to monitor and review performance across our channels and lifecycle phases to identify where we are out-performing, hitting, or behind targets, before working collaboratively with the wider functions to identify opportunities to rectify performance, or leverage best practice and embed this within our wider portfolio.
• Supporting with the definition and execution of a new High Value Strategy to retain, engage and grow relationships and income generation with our largest customers.
• Working with strategic external partners to drive our joint commercial agenda and strategy.
• Optimising the customers contact and channel strategy to strive for improved engagement and ROI across our Digital and Telephony channels.
• Generation of rich customer insight through the analysis of customer, competitor and industry trends, alongside portfolio performance; acting on and communicating this analysis to stakeholders to empower enhancements to propositions, offers and activities that meet customer needs across the lifecycle.
• Collaborating with our go-to-market teams to embed a new customer segmentation strategy, allowing us to differentiate the way we speak to each customer persona through more tailored, targeted and timely communications, triggered by key behaviours or lifecycle moments.

To be successful in this role you will have:

• Customer Focus – Fully appreciates the need for customer outcomes to be at the centre of all decision-making
• Commercial Focus - ability to design solutions that drive balanced customer and commercial outcomes
• An understanding of payments industry, e-commerce and banking sector
• Strong commercial acumen, able to develop and execute strategies against the right KPIs
• Proven experience in delivering projects at pace
• Numeric / analytical / commercial awareness

Desirable skills include:

• Data management and analysis
• People Management

This role is based in Northampton.

Barclays’ payments acceptance business provides critical infrastructure to the UK economy, processing billions of pounds of payments annually for both small businesses and domestic and international corporate clients.

In April 2025, we announced a long-term partnership with Brookfield Asset Management to grow and transform the payments acceptance business by broadening the range of services offered, enhancing the experience for both existing and prospective clients. Leveraging extensive client relationships and deep experience of UK payments, we will create an environment of continuous innovation - activated by Brookfield’s global private equity expertise in payments, technology, operational transformation and corporate carve-outs - to ensure the business is strategically positioned for long-term growth.

Barclays will invest approximately £400m in the new business, the majority of which will be incurred during the first three years. Performance-linked incentives will drive greater alignment between the partners, underpinning the long-term commitment to the transformation. Barclays and Brookfield will work to create a standalone entity over time, continuing to use the Barclaycard Payments (BPL) brand and acting as the sole payments acceptance services provider to Barclays’ clients for a minimum of ten years. 

For more information on our partnership with Brookfield, please visit Barclays.com.