Head of Client Relations-(Hybrid)
Head of Client Relations-(Hybrid)
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Job Description
Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients developing strategies products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information visit .
What we offer:
- Work-life flexibility
- Hybrid workenvironment
- One time allowance to set up your office for remote first employees
- Variable annual incentive plan
- Generous annual vacation allotment
- Top-notch flexible benefits planincluding family building and gender affirmation
- Retirement Plan matched contributions at 6%
- Access toa learning platform and educational assistancesupport
- Access to a virtual wellness platform
- Career development opportunities
- Wellness Flex Fund to support personal interest and activities
- Day off to volunteer in your community andother paid time off options
- Corporate discounts
*subject to employment agreement
Job Summary:
The Head of Client Relations is a strategic leader responsible for driving long-term client satisfaction retention and growth through relationship management operational excellence and data-driven strategies. Overseeing the full client lifecycle this role ensures internal alignment to deliver measurable results while managing costs and performance. As the voice of the client the Director fosters a client-first culture builds strong C-suite relationships and identifies opportunities to grow revenue across Central 1. They also serve as an industry thought leader shaping a best-in-class client experience and guiding future product and service development.
What youll be doing:
Client Relationship Leadership
- Serve as the primary relationship owner for high-value strategic clients.
- Develop and implement a scalable disciplined client success frameworkensuring consistent processes predictable client experiences and measurable results.
- Build and maintain trusted advisor relationships with client executives to align services with their business objectives.
- Regularly collect and analyze client feedback to inform internal process improvements strategic decisions and product evolution.
Client Retention Growth & Revenue Enablement
- Create and manage structured data-informed client success plans to maximize product adoption utilization and value delivery utilizing client insights and their strategic priorities
- Identify and pursue strategic opportunities for client expansion while maintaining a sharp focus on client satisfaction and value realization.
- Collaborate with Sales Product and Marketing to co-create campaigns and client-facing initiatives grounded in client data and market intelligence.
- Monitor and analyze client performance trends proactively addressing risk factors and uncovering growth potential.
Operational Excellence & Cross-Functional Alignment
- Establish and enforce disciplined processes for onboarding health monitoring renewals and escalation management.
- Leverage data analytics and dashboards to drive decision-making track KPIs (e.g. NPS retention expansion) and evaluate program performance.
- Champion a culture of process efficiency ensuring resources are deployed effectively and client outcomes are achieved with cost discipline.
- Act as the voice of the client in cross-functional settings translating insights into actionable improvements across departments.
- Accountable for the client engagement model and drive optimal approach to how of how interact and collaborate effectively across internal partners and departments. Ensure clarity across C1 on ensuring all respective partners have the required client information and that the appropriate connections are taking place both internally and externally with the right people on the right topics at the right time
People Leadership & Development
- Lead coach and develop a high-performing team of account executives and other account support team members.
- Build a culture of excellence grounded in disciplined delivery client-centric thinking and team accountability.
- Define clear team goals aligned to organizational priorities including measurable cost-efficiency targets and data-backed performance benchmarks.
- Implement performance tracking tools and regular feedback mechanisms to drive continuous improvement
Strategic Planning Governance & Cost Management
- Contribute to the strategic direction of the business by providing client insights industry trends and competitive analysis.
- Ensure client success strategies align with organizational goals including cost containment and sustainable revenue growth.
- Develop and manage the client success budget with a focus on maximizing ROI through prudent cost management and resource allocation.
- Represent the organization at industry events and forums to enhance brand presence and client trust.
Member Relations Leadership
Lead the Member Relations function to build and sustain strong and trusting relationships with member credit unions by deepening relationships with member CEOs and board directors to understand their needs articulate Central 1s value proposition and provide insights into trends likely to affect credit unions and the credit union system.
Leverage data trends and research for CEOs and Boards on the evolution of financial services to educate member leaders with the goal of preparing members for turbulence and disruption. Ensure Class A Members are informed about matters related to Class A membership and governance. Represent Central 1/Member Relations at credit union events as necessary.
Proactively identify opportunities to enhance value to members through these channels while promoting Central 1 strategy and products and profiling expertise
What youll have:
10 years of experience in client success enterprise relationship management or strategic account leadership ideally within financial services or SaaS environments.
Minimum of 5 years leading teams including setting strategy managing performance and aligning goals to broader business outcomes.
Demonstrated experience implementing scalable process-driven client success models.
Strong background in leveraging data for decision-making and client engagement strategies.
Bachelors degree in Business Finance or related field; MBA or advanced degree preferred.
Proven ability to manage budgets drive cost efficiency and deliver measurable business impact.
Preferred Qualifications:
Familiarity with treasury payments capital markets.
Proficiency in CRM and data analytics tools (e.g. Salesforce Power BI Tableau).
Salary Range: $156000-$195000
The salary range representsthe job rate determined for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge skills qualifications experience and education/training.
#LI-Hybrid
Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse workforce and we will provide an accessible candidate experience including but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.
Required Experience:
Director
Employment Type
Full-Time
