Client Success and Communications Manager

Visa; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading payments technology company seeks a Customer Success Operations Manager to enhance client communication strategies and optimize processes. The ideal candidate will have significant experience in product management, communications, and driving business growth within complex, cross-functional teams. This is a hybrid role, with the expectation of onsite work confirmed by the hiring manager.

Qualifications

• Experience in product management or communications, GTM strategies, and cross-functional collaboration.
• Ability to influence and collaborate across a complex and highly matrixed organization.
• Proven track record of supporting business growth and expansion through effective GTM strategies.

Responsibilities

• Develop a holistic client communications strategy for Visa Direct.
• Act as an owner of optimizing processes and systems for customer success.
• Drive KPIs around boosting customer engagement and satisfaction.

Skills

Product management

Communications

GTM strategies

Cross-functional collaboration

Negotiation

Time management

Creative problem solving

Communication and presentation

Job description

Company Description

Visa is a world leader in payments and technology, with over 259 billion payments transactions flowing safely between consumers, merchants, financial institutions, and government entities in more than 200 countries and territories each year. Our mission is to connect the world through the most innovative, convenient, reliable, and secure payments network, enabling individuals, businesses, and economies to thrive while driven by a common purpose - to uplift everyone, everywhere by being the best way to pay and be paid.

Make an impact with a purpose-driven industry leader. Join us today and experience Life at Visa.

Job Description

Position Summary

Visa Direct is a suite of end-to-end solutions empowering integrated experiences for clients to reach billions of endpoints, accessible through a single-entry point, to help transform the future of money movement.

These solutions enable consumer and business applications including person-to-person (P2P) transfers, business to consumer (B2C) and business to business / small business (B2B/B2b) payouts and government to consumer (G2C) disbursements. The market opportunity is estimated to be over 200 Trillion dollars in payment volume. Large innovative companies already utilize the Visa network to enable money movement such as Revolut, Wise, Square, Stripe, Airbnb, Facebook, PayPal and hundreds more.

The Strategy and Customer Growth team is a vital part of a larger Product Marketing team, playing a critical role in growing volumes for net new and existing clients, responsible for driving impactful client outcomes at scale and supporting overall strategic growth planning for the Marketing team.

Reporting to the Snr. Customer Growth Manager, you will have leadership and hands-on-experience in analyzing and refining customer success processes and implementing the best practices with a direct impact on sales and revenue success. You will partner with Sales, Product, Commercialization and Regional Marketing Teams to help take our Customer Growth to the next level, ensuring we are targeting client segments with the most effective client success strategies at the right time of the lifecycle.

Responsibilities

The Strategy and Customer Growth team is a new team in Global Visa Direct Marketing that develops initiatives to increase transaction volumes for new and existing clients. Responsibilities of the Customer Success Operations Manager include, but are not limited to:

• Develop a holistic client communications strategy, particularly related to positioning Visa Direct as a key innovator in Money Movement and growth partner, and execute a GTM approach with a strong focus on driving transactions, growing revenue/ROI and positioning cross/ upsell opportunities
• Act as an owner of optimizing processes, systems and tools for the Customer Success team to boost customer retention and satisfaction, ensuring efficient and effective GTM delivery - from sales enablement to program launch and ensuring timely access of information
• Drive KPIs around boosting customer engagement, retention and satisfaction etc.
• Partner across Product, Marketing, Sales and Solutioning to align and develop overall communications strategy with ongoing agreement of thematics, content and nurture journeys
• Work closely with Global Communications team to support/align to global strategic initiatives around press releases and product announcements
• Collaborate with Product, Solutioning and Client Services teams to drive simplification in client onboarding and implementation, as required
• Support go-to-market plans, create marketing collaterals, support quarterly business conversations, and working with CRM and digital marketing teams to drive engagement of communications
• Monitor, track and provide regular reporting on key performance indicators across processes, systems and tools for customer success
• Support key priorities and initiatives from both Global and European leadership as required
• As requirements of this role evolve, adapt to growing needs of the team and broader products organization.

This is a hybrid position. Expectation of days in office will be confirmed by your Hiring Manager.

Qualifications

• Experience in product management or communications, GTM strategies, and cross-functional collaboration.
• Experience in managing and optimizing user experiences through communication programs e.g. content syndication, email nurture programs
• Commercial mindset and strong negotiation skills, with keen focus on driving revenue growth for Visa Direct.
• Ability to influence and collaborate across a complex and highly matrixed organization.
• Excellent communication and presentation skills, with the ability to develop best-in-class communications materials and assets.
• Ability to work independently with strong time management and ability to execute on multiple concurrent deliverables.
• Creative problem solver who can translate product strategy with execution bias to drive initiatives into tangible outcomes and meet key result areas
• Proven track record of supporting business growth and expansion through effective GTM strategies.
• Constructively challenges status quo to aim higher, act as an agent of change.
• Committed to cultivating a community through Visa's Leadership Principles.
• Willingness to travel as required.

Additional Information

Visa is an EEO Employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status. Visa will also consider for employment qualified applicants with criminal histories in a manner consistent with EEOC guidelines and applicable local law.