Senior Client Engagement Manager
Senior Client Engagement Manager
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Job Description
Take a step forward and let Edenred surprise you.
Every day we deliver innovative solutions to improve the life of millions of people connecting employees companies and merchants all around the world.
We know there are hundred ways for you to grow. With us you will expand your skills in a multicultural challenging and dynamic environment.
Dare to join Edenred and get ready to thrive in a globalcompany that will offer you endless opportunities.
Edenred is all about meritocracy. You come as you are and you contribute. Indeed the Edenred Group recognizes recruits and develops all talents and singularities.
We are committed to preventing all forms of discrimination and to providing all our candidates with equal opportunities regardless of their gender and gender expression disability origin religious belief and sexual orientation or any other criteria.
Senior Client Engagement Manager
Swindon/London
This is a hybrid role working hours between 9 - 5:30pm
External Clients 3rd party suppliers external partners
The Senior Client Engagement Manager is a key part of the Client Engagement team and supports the Strategic Service Manager and Head of Service Delivery in managing a high-quality service across all aspects of our client programs.
They are responsible for capacity planning service reviews business & operational monitoring incident escalation from clients & operations liaising with the relevant internal teams and external partners to obtain & fully understand information so that they can provide effective communication internally and externally with clients.
Why Edenred PayTech
We are a subsidiary of the Edenred group and a Mastercard Principal Member and an FCA Electronic Money Institution offering a range of cutting-edge services including Payment Processing UK and SEPA banking solutions BIN sponsorship and eWallet provisions. We work with various clients across Challenger Banking (Monese Tide Anytime and more) Corporate Benefits (Fuel cards restaurant tickets) and Retail and Travel services (Sainsburys TUI Argos).
Key Result Areas
Escalation point of contact for Edenred service delivery & offering
Client business appreciation and sharing within Edenred
Effective client facing activities including Service Reviews & capacity planning
Effective working with internal departments
Resolution & prevention of short-term operational pain points within client group & effective status reporting
Effective working with external partners & suppliers
Increase efficiency in Edenred and client operational processes
Support internal teams with product technical & operational queries
Assist Sales team with information for RFPs & client growth opportunities
Define solutions for new clients based on existing solutions & products working with Solutions Product Support / Development team if appropriate
Working with the Service Management team to continuously improve practices and procedures in the operational environment
Key Tasks:
Working with the management team to prioritise projects and change
Assist the Project Team to ensure each project meets Operational Acceptance Criteria
SLA reporting to clients at appropriate frequency
Regular review and prioritisation of client tickets
Support operations team in resolution of incidents including any additional communication to clients if applicable
Documentation of client change requests including definition of acceptance criteria
Ensure timely issuing and approval of invoices
Support documentation for prospects and new clients and for new products for existing programs
Identify and implement process improvements to benefit Edenred and clients
Run regular service reviews with clients (at agreed frequency)
Responding to clients operational escalations
Assisting clients and prospects on product / technical queries
Core Skills:
Awareness or previous experience with prepaid cards
Strong communications skills both written and verbal
Strong problem solving and decision making skills
Experience in a corporate client facing role
Ability to analyse data - attention to detail essential
Sound working knowledge of MS Office
Product and Technical understanding to be able to respond directly to client technical queries
Soft Skills:
Ability to make decisions
Well organised Methodical worker high attention to detail
Excellent interpersonal skills and values
Self-motivator happy to work in a fast-paced environment
Willingness to get involved in detail
Process Improvement mindset
Diversity:
Edenred PayTech are proud to be an equal opportunity employer. We will not discriminate against any applicant or employee based on age race colour creed religion sex sexual orientation gender gender identity or expression national origin citizenship marital status or civil partnership/union status disability pregnancy genetic information or any other basis prohibited by applicable country or local law
Apply now and Vibe with Us!
Required Experience:
Manager
Employment Type
Full-Time
