Role Purpose: To manage, grow and expand strategic partnerships, ensuring retention and optimisation. This role is key in delivering Auriga’s mission to empower people in financially vulnerable circumstances by developing impactful and financially sustainable partnerships.
The Client Relationship Manager is accountable for ensuring high-quality service delivery while effectively leading and managing individual and team performance to meet contractual and organisational objectives.
Responsibilities:
Partnership retention and management:
- Lead and manage key client partnerships across multiple sectors, acting as the primary point of contact.
- Build strong, trusted relationships with clients, ensuring high levels of satisfaction and engagement.
- Retain and grow existing partnerships through excellent service, innovation and continuous improvement.
Contract management:
- Ensure contractual obligations, SLAs and KPIs are consistently achieved or exceeded.
- Monitor contract performance, identify risks and implement solutions to address areas of concern.
- Work closely across teams to ensure contracts remain commercially viable and operationally effective.
Reporting and performance analysis:
- Produce and oversee regular client reporting, demonstrating performance against agreed KPIs, financial targets and social impact measures.
- Analyse operational data to identify trends, risks and opportunities for improvement.
- Use insight to support service improvements, innovation and informed decision making.
Stakeholder management and collaboration:
- Develop effective working relationships with clients and internal stakeholders to achieve shared objectives.
- Collaborate across departments to ensure consistent, high-quality service delivery.
Management:
- You will line manage a team of direct reports, including setting clear objectives aligned to organizational strategy.
- Plan and allocate resources effectively to ensure contractual requirements are met. Forecast staffing requirements and optimise team capacity to support service demand.
- Promote a positive, collaborative and engaging work environment that motivates team members to perform at their best
Performance monitoring:
- Drive your teams individual and team performance against agreed objectives, KPIs and quality standards. Drive continuous improvement through regular coaching, feedback and performance management.
- Implement performance improvement plans where required to achieve expected standards.
- Monitor workloads and productivity to ensure efficient, cost-effective service delivery.
Process Improvement and innovation:
- Identify improvements to process to ensure we are effective and efficient in our operations, to reduce time spent, and to improve the customer journey of our applicants.
Qualifications/Skills/Experience (Essential or Desirable):
- Proven experience in managing a successful and diverse portfolio of strategic partnerships, including stakeholder management, contract negotiation and reporting.
- Demonstrable experience of retaining and expanding partnerships to meet financial and non-financial targets through innovative propositions and service development.
- Proven experience in cross-organisational collaboration and working with internal and external stakeholders to meet shared objectives.
- Strong commercial acumen with the ability to drive both revenue growth and impact driven outcomes.
- Excellent analytical and problem-solving skills, with proven experience applying data and insight to inform decision making.
- Experience of managing contract performance and achieving excellent performance against SLA’s and KPI’s, be able to identify and react to any areas of concern and address.
- Ability to demonstrate your leadership skills, and ability to motivate and manage the performance of your team, encourage them to achieve their full potential.
- Excellent communication skills both verbal and written and be able to use your communication skills to create healthy relationships with your team and others.
- Knowledge of, or willingness to develop, a deep expertise in the primary sectors we are operating in (retail banking, water, energy, public sector).
- An existing network in regulated sectors is highly desirable, but not essential.
- Charity/trust fund/debt sector experience is highly desirable but not essential.
Applicants must already have the right to work in the United Kingdom, as we are unable to provide visa sponsorship for this role.
For successful applicants, the planned interview dates are:
weeks commencing 17th August and 24th August 2026
