Client and Global Partner Success

About Crown Agents Bank

Crown Agents Bank is a rapidly growing, regulated UK bank connecting emerging and frontier markets to the world through innovative FX and payments technology. Our mission is simple: reduce friction so more money reaches those who need it.

For over 200 years we’ve built trusted networks across hard‑to‑reach markets. Today, we pair that heritage with digital innovation to support fintechs, corporates, governments, development organisations and banks with cross‑border payments and FX solutions.

Job DescriptionRole Purpose

This is a critical leadership role which focuses on accelerating the successful commercialization of relationships of clients and partners, ensuring product and engagement with CAB is exceptional, but above all, commercial performance and commitments from both parties are delivered. This role requires exceptional cross-functional collaboration, leadership, knowledge of global and local markets as well as payments experience.

Role Responsibilities

The role will have ultimate accountability for the following areas – while some of them will be executed directly by the individual holding the role (e.g. Pricing & profitability governance), others will be driven by the team with this role acting as a senior escalation point.

All areas of responsibility relate to (global) Payment clients.

Global & Local Payment Strategy:

Support the execution of our global payment strategy, identifying with the global sales organisation partnership arrangements (excl referrers) which can materially drive our footprint, market offering and revenue growth. Supporting the local CEOs negotiate, onboard commercially key regional commercial partners. This includes securing agreements and then commercialising such relationships ensuring revenue streams deliver to expectations.

Client & Global Partner performance & experience

• Own the post-sale client & Partner lifecycle from commercial onboarding to integration, go-live and steady-state trading

• Define and introduce a consistent client/partner satisfaction score and ensure it is measured and acted upon

• Ensure new clients & Partners are effectively onboarded, supported during hyper-care, and enabled to reach expected trading volumes – and where performance is not to plan, identify and execute remediation plans

• Identify recurring client issues and drive process improvements to reduce time-to-revenue and improve client experience

Client & Global Revenue activation

• Own and continuously improve time-to-first-trade and time-to-target-volume metrics
• Monitor performance against agreed business cases and profitability models as part of structured post-go-live reviews

• Identify underperformance drivers and provide actionable recommendations to Sales to accelerate revenue and maximise product adoption

• Identify existing clients that would benefit from deeper technical integration (e.g. API usage) and support the development of client-level business cases (e.g. based on money saved by using ACH rails)

Pricing & profitability governance

• Support the Sales organisation with pricing decisions by applying and maintaining robust profitability models
• Ensure all new client & partner opportunities and material scope expansions (e.g. new corridors for existing clients) are assessed through the profitability model
• Own and maintain pricing models for mobile and bank payment products in collaboration with Operations and Finance
• Act as a commercial guardrail to ensure sustainable profitability post-go-live

Data, analytics and tooling

• Create a client & Partner health score to monitor integration performance, product usage and revenue ramp-up
• Translate data insights into actionable recommendations that improve client outcomes and operational efficiency
• Ensure efficient and consistent use of CRM across Client & Partner Performance processes

Reporting

• Provide regular reporting on client onboarding, integration progress, and financial performance to the Head of Payments
• Develop forward-looking forecasts for clients & Partners in onboarding and integration pipelines
• Establish early-warning indicators for at-risk clients and escalate appropriately

Cross-functional collaboration

• Identify system, process and tooling gaps impacting client performance and work with relevant teams to address them
• Act as the voice of the client post-sale by collecting structured feedback on products and processes and feeding this into Product, Operations and Technology teams

Team leadership and internal positioning

• Build, lead and develop a high-performing Client & Partner Performance team with a strong ownership and delivery culture
• Clearly communicate the role, value and impact of the function across the organisation

QualificationsQualification

• Bachelor’s degree in Business, Finance, Technology, or related field (MBA or equivalent advanced degree preferred)

Experience

• 10+ years’ experience in a relevant business development/sales role.

• A depth of understanding in payments industry globally including industry trends, regulatory impacts, and competitive dynamics, demonstratable track record in customer engagement and acquisition.

• ‘Customer’ centric but balanced with business practical approach

• A proven ability to be a self-starter capable of driving business results without significant supervision.

• Demonstrated ability to identify and pursue commercial opportunities through partners by structuring mutually beneficial outcomes.

• Strong financial acumen, with demonstrated experience managing P&L, budgeting, and profitability metrics.

• Experienced in solutioning and productizing within fintech, payments, or financial services, with a focus on B2B payments.

• A demonstrated track record of understanding market entry and new growth opportunities.

• Excellent commercial acumen by way of negotiating complex commercial agreements, influencing and deal structuring skills, coupled with the ability to develop consensus.

• Analytical and data-driven decision-making approach.

• Exceptional leadership, stakeholder engagement, and communication skills.

• Will to win.

Additional Information

• Hybrid working
• Contributory personal pension plan: - Minimum: Employee 2% and Employer 7%. Employer matches contributions in 1% increments to a maximum of: Employee 5% and Employer 10%
• Life Assurance – 4 times annual salary
• Group Income Protection
• Private Medical Insurance – this may include cover for partner and or children at company cost. Cover includes Optical, Dental and Audiology
• Discretionary Bonus
• Competitive Annual Leave
• 2 Volunteering Days
• Benefit Hub