Zopa is scaling its B2B Lending and Payments propositions, bringing together high-performing commercial capabilities across Retail Finance and Payments. As we grow, we are strengthening our Payments function to ensure our merchant partners receive best-in-class commercial support, operational excellence, and performance optimisation.
We are hiring a Relationship Manager to own and grow a portfolio of merchant partnerships across our Payments business. This role sits within the Payments team and is central to ensuring merchants are commercially successful, operationally efficient, and fully supported throughout their lifecycle with Zopa.
This is a high-impact role requiring both strong commercial acumen and operational depth. You will act as the primary point of contact for your merchants, driving revenue growth while also ensuring seamless onboarding, integration, optimisation, and ongoing performance management.
You’ll work cross-functionally with Sales, Product, Engineering, Risk, Compliance, Finance, and Operations to deliver a consistent and scalable merchant experience.
A day in the life:
Manage and grow a portfolio of merchant relationships within Zopa’s Payments business
Act as the primary commercial and operational point of contact for assigned merchants
Lead structured merchant reviews covering performance, growth, risk, and roadmap alignment
Drive revenue growth through optimisation, cross-sell & upsell
Monitor and improve transaction performance, authorisation rates, fraud levels, and chargebacks
Oversee onboarding and integration progress, reducing time-to-live and friction points
Coordinate internal teams (Product, Engineering, Risk, Compliance, Finance, Operations) to resolve issues and deliver improvements
Support pricing reviews, contract renewals, and commercial negotiations
Ensure adherence to scheme rules, regulatory requirements, and risk thresholds
Identify process improvements that enhance merchant experience and operational scalability
About you:
- You’ve worked in a client-facing role such as Account Management, Relationship Management, or Customer Success
- You’re confident building relationships and communicating with external stakeholders
- You’re comfortable working in a fast-moving, sometimes unstructured environment
- You take ownership and are happy to get stuck in where needed
- You have strong attention to detail and are comfortable working with data
- You’re proactive, curious, and not afraid to ask questions or challenge the status quo
- You can balance commercial thinking with operational awareness
Bonus points for:
- Experience in payments or a related industry
- Background in both customer-facing and operational environments
- Experience using tools like CRM systems or support platforms (e.g. HubSpot, Zendesk)
- Exposure to upselling or revenue growth within existing accounts
What We Do
We’re Zopa, and we want to make money work better for you. Our diverse team is united in their mission of creating simple, fair and honest financial products that have the customer’s needs at their heart. We’re proud that this dedication is reflected in our excellent rating on TrustPilot. We’ve always been unapologetically honest with our customers, and value the same in return. Their feedback helps us shape what we build, so we can provide a bank fit for today, and for the future. We’re not the new kids on the block though - we’ve been a pioneering force in finance for 16 years. In 2005, we built the first ever peer-to-peer (P2P) lending company, giving our customers access to loans built for real-life and intelligent investments backed by cutting-edge tech. In 2020, we launched Zopa Bank, meaning we could offer more – like fixed term savings backed by FSCS protection and a credit card to help customers take control of their finances. We’ve lent out over £6 billion and are proud to have made money work better for over half a million people across the UK, whether they were looking to borrow or save.
