Job Opportunity at FinTech Wales: Relationship Manager

Salary: Competitive

Location: Cardiff, Full-time, permanent

Hybrid: 3 days per week in our city centre office

Reporting to: FinTech Wales’ Chief Marketing Officer

Job Summary

The Relationship Manager will be responsible for developing and maintaining strong relationships with FinTech Wales’ members. This role will involve regular interaction with members to understand their needs, ensure satisfaction, and enhance engagement with the services and initiatives on offer. The Relationship Manager will play a key role in retaining existing members and attracting new ones by providing outstanding customer service and personalised support.

About FinTech Wales

FinTech Wales is a not for profit members organisation with a clear vision to establish and empower Wales as a globally recognised hub for FinTech excellence.

Our mission is to create a fully inclusive and supportive FinTech ecosystem that enables FinTechs to flourish and succeed thanks to the availability of the best talent, skills and investment, enabling our ecosystem to make a tangible impact on the global and local stage.

By joining the small but mighty FinTech Wales team as their Relationship Manager, you will play a huge role in this mission and meet the most amazing professionals from within the Welsh FinTech ecosystem every day.

Responsibilities

Member Engagement and Retention

• Build and maintain strong relationships with members, ensuring a deep understanding of their needs and expectations.
• Conduct regular outreach to members through phone calls, emails, and face-to-face meetings to gather feedback and identify opportunities for improved engagement.
• Develop and implement strategies to enhance member satisfaction and retention.
• Monitor and analyse membership data to identify trends, challenges, and opportunities for growth and improvement.
• Address member inquiries, concerns, and issues promptly, ensuring a high level of member satisfaction.

Membership Growth

• Identify and pursue opportunities to attract new members.
• Support the marketing team to develop and execute campaigns and promotional activity to promote the benefits of membership and the Welsh fintech ecosystem.
• Participate in industry events, conferences, and networking opportunities to raise awareness of FinTech Wales and the Welsh fintech ecosystem.

Service Development and Delivery

• Collaborate with the FinTech Wales team to develop and enhance services and resources that meet the needs of members.
• Support the Marketing team to deliver member-focused events and activities.
• Collect and analyse member feedback to continuously improve and tailor the organisation’s offerings.
• Ensure that members are fully aware of and integrated into all available services.

Member Communication

• Maintain regular, effective communication with members, keeping them informed about organisation news, updates, and upcoming events.
• Support the marketing team to develop an efficient and effective customer journey.
• Contribute to online member forums, social media groups, and other digital communication channels to foster community interaction and engagement.

Key Measures (what success looks like)

• Member retention – consistently maintaining and improving membership renewal rates through effective engagement strategies and exceptional customer service.
• Member Satisfaction – achieving high member satisfaction scores by effectively addressing member concerns, providing valuable resources, and ensuring their needs are met.
• Membership Growth – successfully attracting and onboarding new members, contributing to a steady growth of the FinTech Wales community.
• Active Member Participation – high levels of member participation in events, initiatives etc, indicating strong member engagement.
• Continuous Improvement – regularly identifying and implementing improvements to services, and communication / engagement strategies based on member feedback and industry trends.
• Effective Collaboration – seamless coordination with internal teams, resulting in the efficient delivery of services and a unified approach to member engagement.

Qualifications / Experience:

• Proven experience in customer service / business development roles.
• Genuine interest in continuously developing our members’ user experience.
• Proficiency in using CRM systems and analytics platforms.
• Excellent verbal and written communication skills, with the ability to engage enthusiastically to demonstrate a genuine interest in understanding and connecting with others.
• Strong leadership and team management skills.
• Highly analytical and data-driven mindset, with the ability to interpret and leverage data for decision-making.
• Proficiency in using CRM systems and analytics platforms.

Package

• Salary Competitive
• Hybrid role, based in our Cardiff City Centre office 3 days per week.
• Training budget allocated for your development.
• 25 days annual leave per calendar year, increasing each year you stay at FTW.
• Additional day of annual leave for your birthday.
• Private health insurance.
• Employer matched pension scheme.
• Regular team events.

To apply, send a CV and cover letter to [email protected]