About [Employer hidden — sign up to reveal]

[Employer hidden — sign up to reveal] started in 2005 as the first peer-to-peer lending company and launched [Employer hidden — sign up to reveal] Bank in 2020. They are redefining finance with a people-first approach. [Employer hidden — sign up to reveal] has been named in the top three UK's Most Loved Workplaces. For more information, visit [Employer hidden].com.

The Role

We are hiring a Relationship Manager to own and grow a portfolio of merchant partnerships across our Payments business. This role sits within the Payments team and is central to ensuring merchants are commercially successful, operationally efficient, and fully supported throughout their lifecycle with [Employer hidden — sign up to reveal].

This is a high-impact role requiring both strong commercial acumen and operational depth. You will act as the primary point of contact for your merchants, driving revenue growth while also ensuring seamless onboarding, integration, optimisation, and ongoing performance management. You’ll work cross-functionally with Sales, Product, Engineering, Risk, Compliance, Finance, and Operations to deliver a consistent and scalable merchant experience.

A Day in the Life

• Manage and grow a portfolio of merchant relationships within [Employer hidden — sign up to reveal]’s Payments business
• Act as the primary commercial and operational point of contact for assigned merchants
• Lead structured merchant reviews covering performance, growth, risk, and roadmap alignment
• Drive revenue growth through optimisation, cross-sell & upsell
• Monitor and improve transaction performance, authorisation rates, fraud levels, and chargebacks
• Oversee onboarding and integration progress, reducing time-to-live and friction points
• Coordinate internal teams (Product, Engineering, Risk, Compliance, Finance, Operations) to resolve issues and deliver improvements
• Support pricing reviews, contract renewals, and commercial negotiations
• Ensure adherence to scheme rules, regulatory requirements, and risk thresholds
• Identify process improvements that enhance merchant experience and operational scalability

About You

• You’ve worked in a client-facing role such as Account Management, Relationship Management, or Customer Success
• You’re confident building relationships and communicating with external stakeholders
• You’re comfortable working in a fast-moving, sometimes unstructured environment
• You take ownership and are happy to get stuck in where needed
• You have strong attention to detail and are comfortable working with data
• You’re proactive, curious, and not afraid to ask questions or challenge the status quo
• You can balance commercial thinking with operational awareness

Bonus Points For

• Experience in payments or a related industry
• Background in both customer-facing and operational environments
• Experience using tools like CRM systems or support platforms (e.g. HubSpot, Zendesk)
• Exposure to upselling or revenue growth within existing accounts

Working at [Employer hidden — sign up to reveal]

We value face-to-face collaboration and a good work-life balance. This hybrid role requires you to come to our Manchester office 2-3 days a week. (WeWork, Dalton Place, 29 John Dalton Street, M2 6WF) Please note this office is dog friendly so you might see some furry friends about! You'll also have the option of working from abroad for up to 120 days a year! (Subject to having the right to work in the country of choice)

Diversity Statement

[Employer hidden — sign up to reveal] is proud to offer a workplace free from discrimination. Diversity of experience, perspectives, and backgrounds leads to better products for our customers and a unique company culture for our people. We are made up of nearly 50 nationalities, have a DE&I forum made up of Zopians wanting to make a difference and we are proud of our culture where everyone can bring their full self to work. Our approach to DE&I is reflected in our hiring process so please let us know if you require any reasonable adjustments. We may use artificial intelligence (AI) tools to support parts of the hiring process. Final hiring decisions are ultimately made by humans.

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