Summary of This Role
The Client Solutions Lead is responsible for defining and delivering the SMB Client Solutions strategy across the UK & Ireland, acting as the product lead for client experiences ensuring Global Payments delivers seamless, compliant and commercially effective solutions for new and existing customers. This role drives the strategy for digital self-service and customer engagement experiences, supports the adoption of strategic platforms and the evolution away from legacy experiences, and works closely with product, technology, commercial, operational and compliance teams to improve customer outcomes. The role is accountable for increasing customer retention, reducing dormancy and attrition across the back-book, driving adoption of value-added services and cross-sell opportunities, ensuring propositions meet all regulatory, legal, scheme and customer duty requirements, and delivering roadmap commitments that improve customer satisfaction, platform adoption and long-term customer value.
What Part Will You Play?
As Client Solutions Lead for SMB UK & Ireland, you will define and execute the strategy for the digital client experience, ensuring new and existing merchants can easily engage with, manage and grow their relationship with Global Payments. You will work across product, technology, commercial, operations and compliance teams to enhance self-service capabilities, drive adoption of value-added services, support the transition from legacy experiences to strategic platforms, and improve customer satisfaction and retention. Through a strong understanding of SMB customer needs and business objectives, you will deliver customer-centric solutions that increase engagement, reduce attrition and dormancy, support commercial cross-sell goals, and ensure all propositions and customer journeys remain compliant with regulatory, legal and scheme requirements.
Key responsibilities include:
Product Strategy and Vision:
- Guide and influence the team’s clarity of vision, strategy and OKR’s.
- Collaborate with cross-functional teams to align product goals and delivery phases with overall business objectives.
- Collaborate with GTM teams to pilot, launch, and iterate on products.
Product Lifecycle Management:
- Lead the end-to-end product lifecycle, from ideation to launch, and ongoing enhancement, with a focus on seamless integration into our business.
- Work closely with platform product teams to ensure E2E delivery of the right experience for our customer.
Market Analysis and Competitor Research:
- Stay informed about industry trends, market demands, and competitor activities within the card issuance landscape.
- Conduct regular market research to identify opportunities for product differentiation and improvement.
Performance Monitoring and Optimization:
- Establish key performance indicators (KPIs) for our solutions and regularly assess product performance.
- Identify areas for optimization and work with relevant teams to implement improvements, ensuring a seamless and efficient experience
What Are We Looking For in This Role?
Minimum Qualifications
- Bachelor's Degree
- Relevant Experience or Degree in: Business or Computer Science; Combination of relevant training and/ or experience in lieu of degree
- Typically Minimum 10+ Years Relevant Exp
- Experience in similar business product services and/or external customer/market experience
Preferred Qualifications
- Master's Degree
- MBA
- Prefer experience in a software development environment or in a professional services role. Prefer software or IT background (i.e., degree or experience). Prefer direct experience with doing software development, testing and/or business analysis. Prefer experience with Agile software products and delivery methodology.
What Are Our Desired Skills and Capabilities?
- Skills / Knowledge - Having broad yet in-depth expertise and unique knowledge, uses skills to set and ensure success of company objectives and principles and to achieve goals in creative and effective ways within environments and situations that are complex and difficult. Having ownership of a function, major account or matrix management responsibilities, uses knowledge to ensure success, strengthen relationships, expand the business through key initiatives, and lead matrix teams on complex projects. Barriers to entry such as technical committee and senior management review exist at this level.
- Job Complexity - Works on issue that impact design/selling success or address future concepts, products, or technologies. Creates formal networks with key decision makers and serves as external spokesperson for the organization with key accounts, agencies, partners, vendors, and sales prospects.
- Supervision - Exercises wide latitude in determining objectives and approaches to critical assignments.
