Customer Relationship Manager

Zurich Insurance; Greater London; Hybrid; GBP 80,000 - 110,000; Full time

Benefits offered by this job

Flexible working hours

Hybrid work option

Career development

Job summary

Zurich Insurance in London is seeking a Customer Relationship Manager to deliver service excellence and drive new business for large, complex commercial customers. You will work with underwriting, claims and risk engineering to design multi‑line programs, build strategic relationships, and lead cross‑functional teams.

The role offers flexible working options and requires strong relationship skills, plus experience with non‑conventional program structures.

Qualifications

• Strong customer focus and ability to build lasting relationships.
• Established London Market relationships and network development.
• Aptitude for influencing teams and delivering best in class propositions.

Responsibilities

• Develop deep, long‑lasting relationships with customers and London Market brokers as the primary Zurich contact.
• Set and deliver strategic direction for assigned customers and growth opportunities.
• Lead the Zurich team across Underwriting, Claims, Risk Engineering to provide the full product suite.
• Determine appetite, allocate resources, and appoint necessary teams to deliver solutions.
• Set attack/defence plans and lead Deal Teams on opportunities.
• Finalise deal design and negotiate terms with customers and brokers within deadlines.
• Support growth lines of business and develop business plans and opportunities.
• Maintain a visible, effective presence with London Market brokers.

Skills

Relationship management

Strategic thinking

Negotiation

Communication

Job description

Location: London

Closing date for applications: 9th October 2026

The opportunity:

We’re looking for a Customer Relationship Manager who can deliver customer service excellence and new business for large and complex commercial customers.

You’ll join our market leading Customer Team within Zurich Commercial Insurance, in London. If you’re looking to progress your career, we would like to hear from you!

Working at a senior and strategic level, you’ll be an instrumental in our strategy to develop and grow our portfolio of highly valued, large and complex customers. Closely aligned with our Property, Casualty and Specialties underwriting teams as well our global broking partners, this role is key in developing and strengthening new and existing customer relationships. Thinking creatively, and with a keen focus on innovation, you will drive the design and negotiation of multi-line, non-conventional cross class programs and seek solutions that differentiate our proposition.

Many of our employees work flexibly, including part-time, flexible hours, job share, an element of working from home or compressed hours. This is because we want the best people for our roles, and we recognise that sometimes those people aren’t available full-time. Please talk to us at interview about the flexibility you may need.

What will you be doing?

• Develop deep and long-lasting relationships with customers and London Market brokers serving as their primary contact within Zurich Commercial Insurance UK.
• Set and deliver on the strategic direction for your assigned customers and growth opportunities.
• Establish and lead the Zurich team across Underwriting, Claims, Risk Engineering to bring the breadth of Zurich’s full suite of products and services to our customers.
• Determine appetite, allocate responsibility & appoint necessary resource to deliver the customer solution.
• Set attack and defence plans where we feel we can deliver a great proposition for our customers and lead each Deal Team on any opportunity.
• Finalise the design and negotiation of each deal with Customers and Brokers and confirm terms within set time frames.
• Support growth lines of business to develop business plans and opportunities.
• Maintain a visible and effective presence with our London Market global brokers.

What are we looking for?

• Strong customer focus, capable of building and strengthening lasting relationships.
• Established London Market relationships with a desire to develop new strategic relationships.
• Capable of inspiring, influencing and challenging individuals and teams, to deliver best in class propositions.
• Aptitude for analysing risk, evaluating solutions, and setting a strategic direction with effective and balanced decision making.
• Experience working with non-conventional program structures, alternative risk transfer, captives, and risk management solutions.
• Highly capable communicator with strong interpersonal skills.

Who we are:

At Zurich, we aspire to be one of the most responsible and impactful businesses in the world and the best global insurer. Together we’re creating a brighter future for our customers, our people and our planet.

With over 55,000 employees in more than 170 countries, you’ll feel the support of being part of a strong and stable company who are a long-standing player in the insurance industry.

We’ve made a promise to each other and every employee; to focus on sustainable impact, to care about each other’s wellbeing, to use our diverse expertise to be curious and optimistic and to develop the skills needed for our future.

If you're interested in working in a dynamic and challenging environment for a company that recognises and rewards your creativity, initiatives and contributions - then Zurich could be just the place for you. Be part of something great.

Our Culture:

At Zurich, our sense of community is strong and we’re particularly passionate about diversity and inclusion, which we’ve won numerous awards for. We want our people to bring the whole of themselves to work and ensure everybody is made to feel welcome, regardless of their background, beliefs or culture. We want our employees to reflect the diversity of our customers, and so are committed to treating all of our applicants fairly and with respect, irrespective of their actual or assumed background, disability or any other protected characteristic.

We’ve an environment that places a real importance on our people’s wellbeing from a physical, mental, social and financial perspective. We work with our wellbeing partners and industry experts to provide the best advice and access to a wealth of lifestyle support. We’re also committed to continuous improvement and we offer access to a comprehensive range of training and development opportunities.

We’re passionate about supporting employees to help others by getting involved in volunteering, charitable and community activity. Our charitable arm, Zurich Community Trust, is one of the longest-established corporate trusts in the UK. In that time, we’ve awarded grants and volunteered time to deserving causes in the UK valued at over £90 million.

Our application

We’re committed to treating all applicants fairly and with respect, irrespective of their actual or assumed background, sexual orientation, disability or any other protected characteristic.

As an inclusive employer we also want to ensure that all candidates feel comfortable and are able to perform at their best during the interview. You’ll have the opportunity to let us know of any reasonable adjustment or practical support needed when you apply.

So make a difference. Be challenged. Be inspired. Be supported, Love what you do. Work for us.