Director, Strategic Accounts and Relationship Management (Hybrid)

Citi, the leading global bank, has approximately two hundred million customer accounts and does business in more than 160 countries and jurisdictions. For the past two hundred years at Citi, we have a drive to help clients move from ambition to achievement. Our company has been one of the foundational components of today’s modern financial infrastructure—this gives us a level of unmatched expertise in tackling the world’s most complex challenges and connecting across capabilities to enable lasting progress for our clients. Diversity is a key business imperative and a source of strength at Citi. We serve clients from every lifestyle, every background, and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

Citi’s U.S. Personal Bank (USPB) has a unique opportunity to leverage its consumer relationships and footprint, state of the art technology and leading consumer banking position to deliver customer value in a targeted and impactful way.

Citi Retail Services (CRS) is a leading provider point-of-sale lending products including consumer and commercial private label, consumer co-branded as well as consumer digital lines of credit and installment loan productsacross the U.S. and Canada. Retail Services, serves ninety million accounts for many iconic brands, including The Home Depot, Best Buy, ExxonMobil, Macy's, and Shell, among others. The business also provides retail industry expertise, including digital integration, transaction data analytics, and fully integrated marketing and loyalty programs.

Considering evolving consumer expectations and retail paradigms as well as the rapid emergence of non-traditional entrants in the payments space, CRS will continue to play a key role in ensuring Citi’s position as the undisputed B2B2C point-of-sale lender of choice for merchant partners and consumers. Our Connected Commerce embedded payments strategy enables the introduction of new capabilities, robust product strategies, expanded partnerships and new revenue streams. This strategy, coupled with a best-in-class client management team will continue to strengthen our diversified business model and unlock an expanded target client model – enabling us to provide both our existing and new partners with expanded products, a more streamlined integration, speed to market and on-going customer loyalty.

The Director, Strategic Accounts and Relationship Management will play a critical role in unlocking our ability to meaningfully scale our partnerships and the Connected Commerce platform. Reporting directly to the Head of Connected Commerce Partnerships, the Director of Strategic Accounts and Relationship Management will work across the team driving product capabilities, merchant partner strategies and initiatives to ensure the team continues to meaningfully scale Connected Commerce. The role is directly responsible for defining the Citi Pay client growth agenda including but not limited to managing a team responsible for driving existing client relationships to ensure key performance metrics are met – sales, receivables, credit penetration, client retention as well as overseeing Connected Commerce Distribution Partnerships to drive scale via third party partnerships. 

This individual will be responsible for setting the strategy, identifying growth opportunities, optimizing both internal and external strategic partnerships, and maximizing opportunities to deliver expanded Citi customer relationships and new merchants at scale. This individual will be responsible for building business case for investment, aligning resources – investment dollars, resources, and technology – to ensure cross functional alignment and flawless execution against key opportunities and business priorities.

The Director of Strategic Accounts and Relationship Management will work across Connected Commerce, CRS, USPB as well as with partners in Citi’s Commerce Bank, Corporate Bank and Services Organization to articulate a strong value proposition and overall branding strategy and be the voice of the merchant partner to influence the strategic product and program roadmaps. This individual will lead the creation and ongoing management of a team to support these strategic responsibilities and imperatives.

This individual will partner with the CRS senior leadership in multiple forums across USPB to ensure the Citi Pay growth strategy is aligned with and supports both current and future merchant partner objectives, enables broader distribution opportunities, drives product and vertical expansion while delivering the right outcomes for CRS, Citi and our merchant partners resulting in market growth and revenue contribution.

This individual will also work closely with a set of peers across a team format that will be specifically focused on evolving Connected Commerce products and platform capabilities for the business to meet customer and merchant expectations. The team will be responsible for facilitating the growth and evolution of Connected Commerce over iterative generations to drive sales and loyalty for current and future merchants by offering world class digital credit products, seamless digital servicing and digitally led integration tools.

This role demands an individual with business knowledge, exceptional relationship management, communication and influencing skills at all levels, a strong focus on strategic execution with a background in partner management, client success, commercialization, business development, and P&L management. Excellent collaboration, communication and negotiation skills are required, often at a senior level. Necessitates a degree of responsibility over technical strategy.

Responsibilities:

• Lead all Enterprise and Distributor relationships for the Citi Pay® family of products to ensure delivery of the product P&L

• Oversee/manage team of enterprise, mid-tier client and distributor relationships to drive scale, on-going engagement, client expansion and retention

• Hold direct accountability for Client P&L and Vertical P&L, sales, receivables, credit penetration, revenue, expansion and retention

• Develop and oversee implementation of 30/60/90+ client operating model – from on-boarding through scale – for Enterprise and Mid-Tier Merchants

• Lead the development and execution of comprehensive client commercialization strategies, including market assessment, pricing strategies, product positioning and go-to-market plans, to drive successful adoption of Citi Pay products, ensure market penetration and be held accountable for delivering sales targets across a number of vertical markets.

• Define, align, and execute a cohesive strategy for Citi Pay across multiple business divisions within Citi including CRS, USPB, Services (TTS), Commercial Bank (CCB), and Investment Bank (BCMA) ensuring synergy, consistency, and optimal utilization of resources to achieve overarching organizational goals focused on the implementation and adoption of the Citi Pay strategy with existing bank clients.

• Operate at the leading edge of point-of-sale lending and payments – defining optimal go-to-market strategies, identifying potential disruptors within the industry, and developing proactive strategies to ensure products remain competitive, innovative, and aligned with evolving market/merchant/consumer dynamics.

• Ensure strategic alignment of investments with high-priority growth objectives, conducting thorough analysis and evaluation to optimize resource allocation and maximize return on investment.

• Foster and cultivate strong cross-functional relationships with leaders throughout the organization, collaborating effectively to drive alignment, facilitate communication, and achieve common goals to deliver Citi Pay objectives and priorities.

• Utilize a deep understanding of both the internal organization and external market dynamics to deliver concise, impactful executive-level responses and presentations, effectively articulating strategic insights and recommendations.

• Identify and grasp key organizational priorities and navigate complex issues, developing clear and actionable plans to address challenges and drive progress across the broader organization.

• Lead and inspire high-performance outcomes in business development and relationship-based selling to drive exceptional results through strategic planning, relationship management and effective execution.

• Consult and align leaders, peers, and partners to ensure that business objectives are focused on the development of sustainable and systemically responsible solutions.

• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citi, its clients, and assets, by driving compliance with applicable laws, rules, and regulations, adhering to Citi policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing, and reporting control issues with transparency.

Qualifications:

• 15 years of B2B2C financial product management with demonstrated experience negotiating contracts and managing partners.

• Deep subject matter experience with Alternate Payment Method (APM) integration and management strategies – has operated in an APM provider in a client relationship management role

• Has successfully managed large-scale enterprise and mid-tier relationships with a demonstrated track record of meeting/exceeding stated credit penetration, sales, revenue and client retention targets

• Demonstrated track record going-to-market via distributor strategies with a demonstrated track record of meeting/exceeding sales/revenue and credit penetration targets for an APM via distributors

• Experience negotiating multi-year strategic merchant relationships and an ability to demonstrate the organizational value (e.g., revenue and returns) associated with the relationships

• Ability to operate and influence across various c-levels internally and externally to deliver the stated outcomes.

• Stated and demonstrable experience having delivered credit penetration and sales targets in the payments space

• Proven record in successfully commercializing products or services, with a demonstrated ability to navigate market complexities, drive innovation, and deliver tangible business results.

• Understands consumer financial services businesses, POS financing and operating model.

• Strategic mindset coupled with analytic and financial acumen.

• Demonstrated ability to synthesize information, prioritize objectives and drive results with a high sense of urgency.

• Ability to translate data and metrics from across different constituencies to create clear and concise executive presentation materials.

• Highly organized and meticulous.

• Able to create support across a wide range of stakeholders through well-developed interpersonal and influencing capabilities.

• Possesses excellent written and verbal communications skills.

• Able to work through a large, complex matrix organization; demonstrates a flexible approach and resilience to setbacks.

• Promotes a culture of collaboration and teamwork across organizational boundaries; willing to break down business and/or functional silos to optimize results.

• Franchise player; broad, critical thinker, initiative-taking; comfortable working with ambiguity.

• Organizationally savvy; understands systems, management processes, knows where to go for information and how to interpret.

• Pragmatic problem solver, forward thinker with independence of thought.

• People management experience.

Education:

• Bachelor’s/University degree, Master’s degree preferred and managerial experience

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In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

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Anticipated Posting Close Date:

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