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Customer Success Manager - BPL

Northampton, United Kingdom

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Date live: 08/05/2026

Business Area: Barclaycard Payments Coverage

Area of Expertise: Relationship Management

Contract: Permanent

Reference Code: JR-0000108759

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Barclays Relationship Management

Join Relationship Management, to build and maintain relationships with customers, clients, stakeholders, and strategic partners. Your focus will be on driving business growth through effective relationship-building and delivering tailored solutions to meet client needs.

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Join us as a Customer Success Manager- BPL where you will be responsible for delivering great customer and commercial outcomes across the full customer lifecycle. These outcomes will be driven from activating, engaging and retaining our customers with card and payments products and propositions to support Small and Medium sized clients (businesses with card turnover of above £6.5m to £50m ).
As a critical member of the Customer Engagement team within Barclaycard Payments small and mid-sized business, you will be responsible for supporting the delivery of our commercial plan by leading and driving growth initiatives that optimise the commerciality and customer experience within each stage of the customer lifecycle. Having a direct and tangible impact on the Barclaycard Payments P&L by executing transformational strategies across our customer activation, engagement and retention pillars. Interacting with and leveraging partnerships across the full landscape of Barclaycard Payments - including Digital, Data & Analytics, Product & Proposition and Marketing - to design and deliver balanced and thoughtful commercial initiatives that drive customer and commercial value in equal measure.

Key Accountabilities include:

  • Supporting the design and execution of new propositions, campaigns and offers across the customer lifecycle to deepen customer relationships, optimise customer experience, and drive commercial growth (improved activation, higher engagement, reduced attrition).
  • Leading effective lifecycle working groups to monitor and review performance across our channels and lifecycle phases to identify where we are out-performing, hitting, or behind targets, before working collaboratively with the wider functions to identify opportunities to rectify performance, or leverage best practice and embed this within our wider portfolio.
  • Supporting with the definition and execution of a new High Value Strategy to retain, engage and grow relationships and income generation with our largest customers.
  • Working with strategic external partners to drive our joint commercial agenda and strategy.
  • Optimising the customers contact and channel strategy to strive for improved engagement and ROI across our Digital and Telephony channels.
  • Generation of rich customer insight through the analysis of customer, competitor and industry trends, alongside portfolio performance; acting on and communicating this analysis to stakeholders to empower enhancements to propositions, offers and activities that meet customer needs across the lifecycle.
  • Collaborating with our go-to-market teams to embed a new customer segmentation strategy, allowing us to differentiate the way we speak to each customer persona through more tailored, targeted and timely communications, triggered by key behaviours or lifecycle moments.

To be successful in this role you will have:

  • Customer Focus – Fully appreciates the need for customer outcomes to be at the centre of all decision-making
  • Commercial Focus - ability to design solutions that drive balanced customer and commercial outcomes
  • An understanding of payments industry, e-commerce and banking sector
  • Strong commercial acumen, able to develop and execute strategies against the right KPIs
  • Proven experience in delivering projects at pace
  • Numeric / analytical / commercial awareness

Desirable skills include:

  • Data management and analysis
  • People Management

This role is based in Northampton.

Barclays’ payments acceptance business provides critical infrastructure to the UK economy, processing billions of pounds of payments annually for both small businesses and domestic and international corporate clients.

In April 2025, we announced a long-term partnership with Brookfield Asset Management to grow and transform the payments acceptance business by broadening the range of services offered, enhancing the experience for both existing and prospective clients. Leveraging extensive client relationships and deep experience of UK payments, we will create an environment of continuous innovation - activated by Brookfield’s global private equity expertise in payments, technology, operational transformation and corporate carve-outs - to ensure the business is strategically positioned for long-term growth.

Barclays will invest approximately £400m in the new business, the majority of which will be incurred during the first three years. Performance-linked incentives will drive greater alignment between the partners, underpinning the long-term commitment to the transformation. Barclays and Brookfield will work to create a standalone entity over time, continuing to use the Barclaycard Payments (BPL) brand and acting as the sole payments acceptance services provider to Barclays’ clients for a minimum of ten years. 

For more information on our partnership with Brookfield, please visit Barclays.com.

Purpose of the role

To identify and capitalise on business opportunities, expansion of the customer base, relationship management, and driving of revenue growth.  

Accountabilities

  • Execution of market research and analysis to support the identification of potential opportunities, market trends, and customer needs, to develop strategies for business growth.
  • Identification of leads through various channels such as networking, referrals, cold calling, and attending industry events.
  • Management of existing client relationships to understand their needs and identify opportunities for cross-selling or upselling banking products and services.
  • Development and execution of strategies to acquire new business and expand the customer base, including preparation of proposals, presentations, and negotiation of contracts.
  • Collaboration with product managers, credit analysts, operations, and other internal stakeholders to ensure seamless delivery of banking products and services to clients.
  • Forecasting of sales targets and tracking progress against goals, including regular reports on business development activities, pipeline status, and sales performance to management.
  • Contribution to the development of business development strategies and initiatives to drive revenue growth and achieve business objectives.

Assistant Vice President Expectations

  • To advise and influence decision making, contribute to policy development and take responsibility for operational effectiveness. Collaborate closely with other functions/ business divisions.
  • Lead a team performing complex tasks, using well developed professional knowledge and skills to deliver on work that impacts the whole business function. Set objectives and coach employees in pursuit of those objectives, appraisal of performance relative to objectives and determination of reward outcomes
  • If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excellent standard. The four LEAD behaviours are: L – Listen and be authentic, E – Energise and inspire, A – Align across the enterprise, D – Develop others.
  • OR for an individual contributor, they will lead collaborative assignments and guide team members through structured assignments, identify the need for the inclusion of other areas of specialisation to complete assignments. They will identify new directions for assignments and/ or projects, identifying a combination of cross functional methodologies or practices to meet required outcomes.
  • Consult on complex issues; providing advice to People Leaders to support the resolution of escalated issues.
  • Identify ways to mitigate risk and developing new policies/procedures in support of the control and governance agenda.
  • Take ownership for managing risk and strengthening controls in relation to the work done.
  • Perform work that is closely related to that of other areas, which requires understanding of how areas coordinate and contribute to the achievement of the objectives of the organisation sub-function.
  • Collaborate with other areas of work, for business aligned support areas to keep up to speed with business activity and the business strategy.
  • Engage in complex analysis of data from multiple sources of information, internal and external sources such as procedures and practises (in other areas, teams, companies, etc).to solve problems creatively and effectively.
  • Communicate complex information. 'Complex' information could include sensitive information or information that is difficult to communicate because of its content or its audience.
  • Influence or convince stakeholders to achieve outcomes.

All colleagues will be expected to demonstrate the Barclays Values of Respect, Integrity, Service, Excellence and Stewardship – our moral compass, helping us do what we believe is right. They will also be expected to demonstrate the Barclays Mindset – to Empower, Challenge and Drive – the operating manual for how we behave.

Barclays welcomes applications from all candidates and is committed to ensuring reasonable adjustments (accommodations) are put in place to allow for a fair and inclusive recruitment process. For more information and how to request one, please review Adjustments to the recruitment process.

We’re a global, vital and highly respected financial organisation with an inspiring Purpose. Operating in 39 countries and employing around 100,000 people across the world, we help communities, individuals and businesses thrive. And we’ve created financial solutions and technology that the world now takes for granted. A career with us can offer incredible variety, depth and breadth of experience, and the chance to learn from some of the best minds in technology and finance.

To find out more about Barclays' strategy please click here.

We are an equal opportunity employer and opposed to discrimination on any grounds. It is the policy of Barclays to ensure equal employment opportunity without discrimination or harassment on the basis of race, colour, creed, religion, national origin, alienage or citizenship status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law.

Barclays is required by law to confirm that you have the Legal Right to Work in any role that you apply for. If you currently hold a work visa sponsored by Barclays, or you would require sponsorship from Barclays, you must declare this as part of your application. Sponsored visas are role and entity specific and any changes must be reviewed. It is important that you ensure you are working on the correct visa at all times. Failure to accurately disclose your visa status or Legal Right to Work may result in your application or any employment offer being withdrawn at any time.

This is Barclays Northampton

Northampton is one of our most important UK centres. We’re home to all card and payment services across the Barclays business; we’re also home to Barclaycard. This is a vast operation, with a huge influence and impact on the financial services industry and on the lives of millions of British people.

Unique initiatives to enhance your wellbeing like our colleague allotment, helping to build community through getting closer to nature.

You can experience a wealth of diverse and surprising career paths right here in Northampton, across Barclays UK or even globally.

Our building is environmentally friendly and people-friendly too, with excellent facilities designed to make work a pleasure.

Northampton is the perfect blend of town and country, a growing and thriving centre for business, and a wonderful place to live and work.

This is Barclays Northampton

Northampton is one of our most important UK centres. We’re home to all card and payment services across the Barclays business; we’re also home to Barclaycard. This is a vast operation, with a huge influence and impact on the financial services industry and on the lives of millions of British people.

Focus on wellbeing

Unique initiatives to enhance your wellbeing like our colleague allotment, helping to build community through getting closer to nature.

Big opportunities

You can experience a wealth of diverse and surprising career paths right here in Northampton, across Barclays UK or even globally.

The workplace of the future

Our building is environmentally friendly and people-friendly too, with excellent facilities designed to make work a pleasure.

Discover Northampton

Northampton is the perfect blend of town and country, a growing and thriving centre for business, and a wonderful place to live and work.

Multicultural ERGs at Barclays

Be you. Be valued. Belong.

We celebrate the unique perspectives and experiences each individual brings, believing our differences make us stronger and drive success.

You can learn more about our commitment to our colleague on our Inclusion and Opportunities page.

Learn more

Application Process

Your application

We’ll ask for information about you, your CV and cover letter.

1

Your assessment

Covering your behaviours and ability at work.

2

Your interview

Exploring your past experiences and skills.

3

Next step

We’ll request additional information so that you can complete our screening process

4
How to ApplyRead our FAQ's
Barclays

Working flexibly

We’re committed to providing a supportive and inclusive culture and environment for you to work in. This environment recognises and supports your personal needs, alongside the professional needs of our business. If you'd like to explore flexible working arrangements, please discuss this with the hiring manager. Your request will be reviewed in-line with the requirements of the role/business needs of the team.

Hybrid working

We have a structured approach to hybrid working, where colleagues work at an onsite location on fixed, ‘anchor’, days, as set by the business area. Please discuss the working pattern requirements for the role you are applying for with the hiring manager. Please note that working arrangements may be subject to change on reasonable notice to ensure we meet the needs of our business.

Barclays is built on an international scale.

Our geographic reach, our wide variety of functions, businesses, roles and locations reflect the rich diversity of our worldwide customer base. All of which means we offer incredible variety, depth and breadth of experience.
And the chance to learn from a globally diverse mix of colleagues, including some of the very best minds in banking, finance, technology and business. Throughout, we’ll encourage you to embrace mobility, exploring every part of our operations as you build your career.

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