Relationship Manager

 

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.

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

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

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