Relationship Director

Role Overview

• Build and maintain strong relationships with senior decision-makers, including C-suite stakeholders, across key Workplace Pensions client accounts to drive retention and revenue growth
• Own and manage a portfolio of strategic Workplace Pensions clients, acting as the primary escalation point and trusted advisor
• Develop and execute comprehensive account plans, including retention strategies and growth opportunities aligned to client objectives
• Conduct regular strategic and commercial reviews with clients to ensure alignment to business needs and identify opportunities for growth
• Drive revenue generation across assigned accounts by identifying cross-sell and upsell opportunities, ensuring delivery against gross margin and profitability targets
• Demonstrate strong commercial awareness across all client interactions, ensuring services delivered align to agreed financial and contractual outcomes
• Lead complex client negotiations, including renewals, pricing discussions, and contract variations
• Collaborate with new business and internal teams to identify and convert growth opportunities within existing accounts
• Promote awareness of EQ’s full Workplace Pensions product and service offering and align solutions to client strategies to deliver mutual value
• Provide feedback to product and service teams to ensure Workplace Pensions offerings remain competitive and relevant
• Lead and operate within commercial governance, approval, and qualification frameworks, ensuring appropriate challenge, oversight, and risk management
• Maintain accurate pipeline, forecasting, and account data within management information systems
• Act as a thought leader within the Workplace Pensions industry, maintaining awareness of market and regulatory developments and advising clients accordingly
• Line manage and develop up to 2 Relationship Managers, including objective setting, coaching, and performance management to drive high performance
• Provide leadership and direction to the Relationship Management team, ensuring consistent delivery of high-quality client outcomes and best practice
• Contribute to the wider Customer Team strategy and business plan, supporting delivery of the Workplace Pensions growth agenda
• Share knowledge and promote collaboration across the wider organisation
• Travel to EQ offices and client sites as required.

Requirements

• Proven experience in a revenue-generating relationship management role within the Workplace Pensions industry or a similarly complex, regulated outsourcing environment
• Strong understanding of the Workplace Pensions market, including regulatory, governance, and industry best practice
• Demonstrated ability to drive client retention and sustainable revenue growth through strategic relationship management
• Strong commercial acumen, with the ability to balance client needs with business profitability and contractual outcomes
• Good understanding of financial and commercial processes (e.g. pricing, invoicing, debt management, and contract performance)
• Excellent interpersonal and stakeholder management skills, with the ability to build credibility and influence at both board and operational levels
• Strong communication, presentation, and influencing skills, with confidence engaging senior stakeholders
• Ability to challenge, guide and influence both clients and internal stakeholders with credibility and professionalism
• Proven experience in leading and developing high-performing relationship management teams, including coaching and performance management
• Ability to provide clear leadership and direction while fostering collaboration across a matrix organisation
• Experience delivering high-quality outcomes in response to complex and demanding client expectations
• Ability to balance being the “voice of the customer” with delivering against business strategy and priorities
• Strong understanding of governance frameworks, including regulatory and contractual obligations within a regulated environment (e.g. TPR, FCA)
• Experience operating with strong risk and compliance awareness, ensuring appropriate oversight and control
• Knowledge of sales and business development processes, with the ability to identify and convert growth opportunities
• Experience working within a matrix organisation (desirable)
• Self-motivated, proactive, and results-driven, with the ability to work independently while maintaining strong collaboration
• Willingness to travel to client and EQ locations as required.

Benefits

• Save For Your Future
• Equiniti Pension Plan; Equiniti matches your pension contributions up to 10%
• Health and Wellbeing – Employee Assistance Programme: counselling, legal & wellbeing support for colleagues and their households.
• Life assurance cover at 4x salary with the ability to purchase enhance cover.
• Employee discounts – Discounts and cashback at your favourite high street stores through our EQ Wins Platform.
• Flexible Benefits – The ability to purchase a wide variety of benefits through our flex plan; gadgets, travel insurance, will writing, holiday trading and more.
• Time Off – Typically 29 days holiday + bank holidays. 2 volunteer days to get involved with a charity of your choosing.
• Winning together – Equiniti ICON award vouchers; recognising the individuals going above and beyond to help the business succeed.
• Learning & Development – Investment in LinkedIn Learning for all colleagues.