Strategic Relationship Manager I

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About Blackhawk Network:

Today, through BHN's single global platform, businesses of all kinds can tap into the world's largest network of branded payment solutions. BHN helps businesses grow revenue, increase loyalty, motivate and reward their teams, disburse funds and engage consumers. Branded payment solutions include the issuance and distribution of gift cards, egifts, corporate payouts and rewards, along with the technology to deliver these products in seamless, integrated ways. BHN's network spans the globe with more than 400,000 consumer touchpoints. Learn more at BHN.com.

Overview:

Management and delivery of a portfolio of enterprise employee benefit clients, responsible for building successful, strong client relationships with a focus on retention and growth of the client account.

This role will co-ordinate with internal teams to ensure successful delivery of benefit and employee engagement solutions that meet clients' needs, and identify opportunities to grow accounts through uplift of existing services and cross-sell of additional BHN services.

Key performance indicators for this role include SLA adherence where relevant, client satisfaction, retention of clients and expansion of the level of business we do, working towards an annual retention and growth target.

Responsibilities:

• Day to day management of ongoing client accounts/programmes, including the development and management of strong relationships with client/s
• Own the account strategy that ensures retention and growth of the client
• Identify opportunities for expansion through cross-sell and prepare and negotiate new business proposals
• Take ownership of account development plans and ensure ongoing delivery excellence, resolving client service concerns or issues if they arise
• Successfully onboard new clients as required ensuring smooth and seamless introduction to BHN
• Lead regular formal reviews with clients to ensure satisfaction and identify opportunities for improvement and or evolvement
• Responsible for creating and analysing programme or campaign data, to build valuable insight and make proactive recommendations to the client, as well as play back performance to the business
• Accountable for ensuring appropriate programme and commercial documentation is in place and followed for your accounts e.g., statement of work, project plan, working instructions, etc.
• Conduct client meetings where necessary and request relevant business support when and if required
• Proactively identify risks and work collaboratively with colleagues to take corrective action to mitigate before they become an issue
• Understand the commercials and profitability of your programmes/accounts and take action to improve profitability where possible
• Undertake financial tasks which may include invoicing, maintaining billing schedules, updating of internal forecasting systems, CRM, etc.
• Review and proactively manage aged debt
• Understand contract/s in place between client and the BHN business, including relevant supplier contracts
• Develop efficient ways of working, identify opportunities for improvement across tools and processes
• Work collaboratively with other account teams/departments to identify and implement efficiencies, new processes, and innovations.
• Develop and maintain a level of knowledge and understanding of our business, product offerings, competitors, and industry, including the understanding of commercial drivers

Qualifications:

• Experienced in Account Management - ideally 2+ years within this field is preferable. As a result, possess a strong ability to manage clients and stakeholders alike
• Campaign management and data analysis experience
• Impressive communication (written and verbal) and negotiation skills
• Excellent organisational and project management skills
• Exceptional attention to detail, including ability resolve problems
• Experience in presenting and hosting client sessions
• Strong commercial and financial acumen
• Highly self-motivated with the ability to work independently and prioritise needs
• Thrives under pressure, whilst managing internal and external stakeholders
• Passionate about self-development. Identify learning opportunities and proactively develop professionally and personally
• Customer service orientated
• Potentially possess subject matter expertise in Employee Benefits

Benefits:

We offer a competitive range of Employee Benefits that are designed to give all our employees a better quality of work-life, decrease stress and foster a great culture.

Our benefits include: 25 days annual leave, additional appreciation days, additional leave for volunteering, birthday time off, enhanced maternity, paternity and adoption pay, pension, group income protection, private medical insurance, employee assistance programme and flyers, our leading recognition programme with financial rewards. We also offer a wide variety of other benefits to support your physical and mental health.

Additionally, we offer hybrid working, office group activities and free eye tests. As well as a variety of ways for you to save money including savings of up to 15% at various retailers by using your bYond card or via cyclescheme or techscheme!