VP - Head of Enterprise Relationship Management

Calling all innovators – find your future at Fiserv.

We’re Fiserv, a global leader in Fintech and payments, and we move money and information in a way that moves the world. We connect financial institutions, corporations, merchants, and consumers to one another millions of times a day – quickly, reliably, and securely. Any time you swipe your credit card, pay through a mobile app, or withdraw money from the bank, we’re involved. If you want to make an impact on a global scale, come make a difference at Fiserv.

Job Title

What does a successful Head of Enterprise Merchant Relationship Management do?

At Fiserv, a leading global financial technology company, the Head of Enterprise Merchant Relationship Management, EMEA leads our large merchant client engagement, growth and retention efforts to drive customer satisfaction and loyalty. As the primary point of contact for key clients, this role ensures that client needs are met, relationships are nurtured, and opportunities for growth are identified. Success in this role means being a strategic partner, an advocate for clients, and a leader who inspires a high-performing team committed to excellence.

What you will do:

• Develop and implement a comprehensive relationship management strategy to ensure high levels of client engagement and retention

• Build and maintain strong and collaborative relationships with key clients, understanding their needs and goals to effectively anticipate and address their needs

• Serve as the primary point of contact for clients, providing exceptional customer service and support

• Monitor and analyse client satisfaction and loyalty metrics, identifying areas for improvement and implementing action plans to increase overall satisfaction

• Work closely with cross-functional teams to ensure seamless delivery of products and services to clients

• Provide leadership and mentorship to the relationship management team, setting goals, conducting performance evaluations, and promoting a positive and high-performing culture

• Stay up-to-date with industry trends and developments and use this knowledge to provide strategic insights and recommendations to clients

• Collaborate with sales and business development teams to identify opportunities for upselling and cross-selling to existing clients

• Act as a brand ambassador for Fiserv, promoting our products and services and representing the company in a professional and positive manner

What you will need to have:

• Proven track record of success in relationship management within the financial industry

• Fluent English and preferably proficient German

• Exceptional communication and leadership skills

• Strong strategic thinking and problem-solving abilities

• Ability to analyse and interpret client satisfaction metrics

• Experience working with cross-functional teams to deliver client solutions

What would be great to have:

• Experience in a leadership role within the financial technology industry

• Knowledge of current industry trends and developments

• Proven ability to develop and implement client retention strategies

• Experience with upselling and cross-selling techniques

• Advanced degree in business or related field

Thank you for considering employment with Fiserv.  Please:

• Apply using your legal name
• Complete the step-by-step profile and attach your resume (either is acceptable, both are preferable).

Our commitment to Diversity and Inclusion:

Fiserv is proud to be an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, gender, gender identity, sexual orientation, age, disability, protected veteran status, or any other category protected by law. 

Note to agencies:

Fiserv does not accept resume submissions from agencies outside of existing agreements. Please do not send resumes to Fiserv associates. Fiserv is not responsible for any fees associated with unsolicited resume submissions.

Warning about fake job posts:

Please be aware of fraudulent job postings that are not affiliated with Fiserv. Fraudulent job postings may be used by cyber criminals to target your personally identifiable information and/or to steal money or financial information. Any communications from a Fiserv representative will come from a legitimate Fiserv email address.