Client Services Lead - Level 5

  • London, UK
  • Full-time

Company Description

Fascinated by the future and captivated by technology?

Smart, driven and want to make a difference in the world?

You’ll fit right in.

Join a diverse team at Visa, where your individuality fits right in. We can provide the opportunity to shape the payments experience globally. Together, let’s transform the way the world pays.

Think you know us?

Our mission is to connect the world through the most innovative, reliable and secure digital payment network that enables individuals, businesses and economies to thrive.

Individuality fuels our brand and our global team – we’re proud that we are a talented team of 15,000 individuals with unique backgrounds, perspectives and experiences. Therefore, we understand that you are much more than your day job. We encourage quality of life outside of the office, whether it’s taking advantage of agile work schedules or our wellness programs, Visa respects and encourages meaningful work/life balance for everyone. In addition, we offer market leading salary and have a fantastic benefits offering.

So, if you’re not satisfied with the status quo, we can satisfy your desire to explore new territory, giving you the runway to really make an impact, whilst connecting you with teams around the world in a truly inclusive culture that celebrates our uniqueness.

Job Description

What’s it all about?

The holder of this role will be a key member of the Loyalty & Premium Products team, leading our operational function to deliver best in class campaign execution and performance.

The individual will possess a strong background in process excellence, has led a number of high profile client relationships, preferably in the digital marketing world and can demonstrate strong experience of leading teams to deliver successful results. Setting the vision for the team and managing accordingly, the role is part of a wider Loyalty & Premium Products team based in London.

What we expect of you, day to day.

  • You will set the vision and objectives for the Client Services team as a whole
  • Possess strong knowledge of all Visa’s Loyalty Products including capabilities and associated systems
  • Optimise existing processes and identify where change is needed,
  • Internal cross-functional communication with specifically Business Development, Product and Campaign Management
  • Interacts externally with clients and partners and acts as the service delivery lead for Visa’s Loyalty & Premium Products.
  • Represent Visa at relevant client business review sessions
  • Contributes to development of functional strategy and recommends product or service improvements. 
  • Maintains and grows existing relationships across a broad portfolio of customers in addition to up-selling and cross selling new products and services 
  • Develops and demonstrates knowledge of Visa Loyalty Solution’s and Visa’s products and services, which can be conveyed to the customer in a clear and concise manner. 
  • Familiar with market best practice and provide recommendations to add value to existing solutions
  • Builds and maintains relationships with colleagues to foster culture of collaboration  
  • Collaborates with wider Business Development team to support and deliver on the efforts of the wider sales team. 
  • Possesses expert understanding of digital marketing 


What we’re after…

  • Proven leadership experience in a client management context.
  • Experience of continuous process improvement, including experience of employing LEAN process tools
  • Professionally qualified with mid to senior level experience that was responsible for product/project and management experience.
  • General comfort with web 2.0 applications
  • Excellent in Microsoft Office Suite (Word, Excel and PowerPoint)
  • Demonstrated problem solving and analytical abilities (proficient in Excel)
  • Data oriented/analytically mindset
  • Excel at both phone and email communication with clients
  • Excellent verbal, written and communication skills
  • Demonstrated ability to work and collaborate in a team setting
  • Ability to effectively prioritize tasks and manage time, even under time pressure
  • High quality control standards
  • Execute in a fast-paced, team environment
  • Fluent in English, additional languages are a plus

Key Competencies 

  • Committed to service excellence and added value through taking a proactive interest in client needs and works in partnership with them to achieve their aims
  • Contributes effectively to achievement of organisational vision through teamwork, employing open communication channels and sharing information to achieve a common objective 
  • Makes a positive impact by executing on commitments to consistently deliver results alongside building support, commitment and respect from others by demonstrating professionalism, integrity and expertise
  • Achieves results by driving self and others to achieve results and surpass goals using sound processes that reflect governance discipline and efficiencies. Works across boundaries and in partnership with others to achieve goals.
  • Continually improving through personal development and champions new ways of doing things 
  • Demonstrates resilience; able to respond quickly to adapting organisational needs while continuously role modelling company values
  • Generates and shares interesting/new ideas and insights to stimulate discussion and thinking
  • Provides the energy and drive to identify and create opportunities for new and innovative ways to meet client needs
  • Researches industry best practice and trends; applies this to own role to stretch thought boundaries
  • Able to quickly assimilate key information; quickly applies new knowledge
  • Participates in creative workshops or knowledge sharing opportunities
  • Understands and demonstrates the importance of sharing knowledge

Additional Information

Diversity & Inclusion

Universal acceptance for everyone, everywhere, is not only our brand promise, it’s the foundation of our company culture. We foster a feeling of connectedness in the workplace, support diversity of thought, culture and background, fight for important initiatives like Equal Pay and actively work to eliminate unconscious biases that hold us all back.

By leveraging the diverse backgrounds and perspectives of our worldwide teams, Visa is a better place to work and a better business partner to our clients. 

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