Relationship Manager

Description du poste:

Our Story

Hello there. We're Zopa.

We started our journey back in 2005, building the first ever peer-to-peer lending company. Fast forward to 2020 and we launched Zopa Bank. A bank that listens to what our customers don't like about finance and does the opposite. We're redefining what it feels like to work in finance. Our vision for a new era of banking puts people front and centre - we've built a business that empowers everyone to aim high, every day, to move finance forward. Find out more about our fantastic offerings at Zopa.com!

We're incredibly proud of our achievements and none of it would be possible without the amazing team here. It's not just industry awards we're winning, we've also been named in the top three UK's Most Loved Workplaces.

If you embrace unconventional challenges, are unafraid to think differently and are driven to make an outsized impact, you'll thrive here at Zopa, so join us, and make it count. Want to see us in action? Follow us on Instagram @zopalife

Zopa is scaling its B2B Lending and Payments propositions, bringing together high-performing commercial capabilities across Retail Finance and Payments. As we grow, we are strengthening our Payments function to ensure our merchant partners receive best-in-class commercial support, operational excellence, and performance optimisation.
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 Zopa.
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 Zopa'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

#LI-LK1

At Zopa we value flexible ways of working.
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!* But no matter where you are, we'll make sure you've got everything you need to thrive, both in your work and home life, from day one.

*Subject to having the right to work in the country of choice

Diversity Statement
Zopa 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, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us