Customer Success Manager - BPL

Customer Success Manager – Barclays Pay Link (BPL)

Location:

Northampton, United Kingdom.

As a Customer Success Manager – BPL, you will support the delivery of our commercial plan by leading and driving growth initiatives that optimise the commerciality and customer experience across the full customer lifecycle within Barclays Payments small and mid‑sized business. Your work will directly influence the Barclaycard Payments P&L by executing transformational strategies across customer activation, engagement and retention pillars.

• Support the design and execution of new propositions, campaigns and offers across the customer lifecycle to deepen relationships, optimise experience and drive commercial growth.
• Lead lifecycle working groups to monitor and review performance across channels and lifecycle phases, identify gaps and collaborate with wider functions to rectify performance or embed best practice.
• Help define and execute a high‑value strategy to retain, engage and grow relationships and income generation with our largest customers.
• Collaborate with strategic external partners to drive joint commercial agenda and strategy.
• Optimise customer contact and channel strategy to improve engagement and ROI across Digital and Telephony channels.
• Generate rich customer insight through analysis of customer, competitor and industry trends, portfolio performance; act on and communicate insights to empower enhancements to propositions, offers and activities.
• Embed a customer segmentation strategy to differentiate communication to each persona through targeted, timely actions triggered by key behaviours or lifecycle moments.

• Customer focus – fully appreciate that customer outcomes are at the centre of decision‑making.
• Commercial focus – ability to design solutions that drive balanced customer and commercial outcomes.
• Understanding of payments industry, e‑commerce and banking sector.
• Strong commercial acumen, able to develop and execute strategies against the right KPIs.
• Proven experience delivering projects at pace.
• Numeric, analytical and commercial awareness.

• Data management and analysis.
• People management.

We invest heavily in our payments acceptance business, providing a supportive and innovative environment for careers. The role offers competitive compensation with performance‑linked incentives, career progression opportunities, and a focus on sustainability and corporate governance.