Relationship Director
HybridCrawley, England, United Kingdom
Job Summary
Build and maintain strong relationships with senior C-suite stakeholders across key Workplace Pensions client accounts to drive retention and revenue growth. Own and manage a portfolio of strategic clients, acting as the primary escalation point while developing comprehensive account plans that include retention strategies and growth opportunities. Conduct regular strategic reviews with clients to identify cross-sell and upsell opportunities, ensuring delivery against gross margin and profitability targets. Lead complex client negotiations, including renewals and contract variations, while providing feedback to internal product teams to ensure offerings remain competitive. Line manage and develop up to two Relationship Managers through objective setting, coaching, and performance management to drive high performance.
Required Qualifications
- Proven experience in a revenue-generating relationship management role within the Workplace Pensions industry or a similarly complex, regulated outsourcing environment
- Strong understanding of the Workplace Pensions market, including regulatory, governance, and industry best practice
- Demonstrated ability to drive client retention and sustainable revenue growth through strategic relationship management
- Strong commercial acumen, with the ability to balance client needs with business profitability and contractual outcomes
- Good understanding of financial and commercial processes (e.g. pricing, invoicing, debt management, and contract performance)
- Excellent interpersonal and stakeholder management skills, with the ability to build credibility and influence at both board and operational levels
- Strong communication, presentation, and influencing skills, with confidence engaging senior stakeholders
- Ability to challenge, guide and influence both clients and internal stakeholders with credibility and professionalism
- Proven experience in leading and developing high-performing relationship management teams, including coaching and performance management
- Ability to provide clear leadership and direction while fostering collaboration across a matrix organisation
- Experience delivering high-quality outcomes in response to complex and demanding client expectations
- Ability to balance being the 'voice of the customer' with delivering against business strategy and priorities
- Strong understanding of governance frameworks, including regulatory and contractual obligations within a regulated environment (e.g. TPR, FCA)
- Experience operating with strong risk and compliance awareness, ensuring appropriate oversight and control
- Knowledge of sales and business development processes, with the ability to identify and convert growth opportunities
- Willingness to travel to client and EQ locations as required
Desired Qualifications
- Experience working within a matrix organisation (desirable)
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