Director, Client Relations-(Hybrid)

Central 1 cooperatively empowers credit unions and other financial institutions to deliver banking choice to Canadians. Central 1 provides critical services at scale to enable a thriving credit union system. We do this by collaborating with our clients, developing strategies, products and services to support the financial well-being of their more than 5 million diverse customers in communities across Canada. For more information, visit www.central1.com.

What we offer:

• Work-life flexibility

• Hybrid work environment

• Variable annual incentive plan

• Generous annual vacation allotment

• Top-notch flexible benefits plan including family building and gender affirmation

• Retirement Plan, matched contributions at 6%

• Access to a learning platform and educational assistance support

• Access to a virtual wellness platform

• Career development opportunities

• Wellness Flex Fund to support personal interest and activities

• Day off to volunteer in your community and other paid time off options

• Corporate discounts

*subject to employment agreement

Job Summary:

As a Director, Client Relations, you will own a designated client portfolio and be responsible for driving payments and treasury growth, client retention, and client satisfaction across Central 1’s accounts. In this senior individual contributor role, you will partner closely with teams across product, implementation, and service delivery to strengthen client relationships, solve complex issues, and identify opportunities that deepen value and support long-term growth.

This is an opportunity to play a visible role in shaping client outcomes and driving growth across payments and treasury in a collaborative, purpose-driven environment. You will work with experienced partners across the organization, contribute to meaningful client relationships, and have the autonomy to make an impact in a senior individual contributor role.

What you'll be doing:

Portfolio Leadership

• Develop and execute portfolio strategies that grow payments and treasury revenue while strengthening client retention and satisfaction.

• Act as the primary relationship lead for your portfolio, coordinating across internal and client teams to deliver strong outcomes.

• Create clear account plans and engagement strategies that support trusted, accountable client relationships.
  

Growth Within Existing Accounts

• Identify and advance opportunities within existing accounts to expand payments and treasury revenue.

• Lead or support the sales process for renewals, expansions, and solution-based opportunities.

• Prepare and deliver proposals, presentations, and strategic account materials for current and prospective clients.

• Maintain strong knowledge of Central 1’s products and services and contribute to targeted growth initiatives
  

New Growth Opportunities

• Support strategies that expand market share and open new growth opportunities through thoughtful planning and execution.

• Identify high-potential opportunities across new geographies, product diversification, and evolving client segments.

• Build relationships with key industry stakeholders, strategic partners, and financing organizations.

• Manage the sales cycle with internal partners, from research and prospect engagement through proposal development and close.

• Track business development performance against targets and contribute to monthly, quarterly, and annual reporting.

• Review client activity and evolving needs to uncover opportunities that improve satisfaction, retention, and growth.

• Share insights and recommendations with internal stakeholders and executive leadership.
  

Business Planning

• Contribute to annual business planning for the assigned portfolio or area, ensuring alignment with broader organizational strategy.

• Provide input into budgets, business targets, key performance indicators, and priority activities to support integrated planning.
  

Client Relationship Management

• Build and execute relationship plans for strategic and complex accounts to strengthen executive-level partnerships and support long-term growth.

• Coordinate internal and client engagement to ensure clear communication, timely issue resolution, and consistent follow-through.

• Establish clear points of contact and engagement practices so expectations are understood and met.
  

Leadership Through Influence

• Communicate client priorities and portfolio strategies in alignment with the organization’s mission, vision, values, and business goals.

• Establish effective ways of working and clear engagement standards that support positive, accountable relationships with strategic clients.

• Influence cross-functional teams and stakeholders to achieve annual business objectives and deliver strong client outcomes.

• Manage the individual operating budget and monitor performance against plan, taking action as needed.
  

Operational Excellence and Compliance

• Act as an internal liaison to support change and innovation that improve client satisfaction and retention.

• Partner with cross-functional teams on product development, incident resolution, and ongoing client initiatives.

• Monitor competitor offerings and market changes, and identify enhancements needed to maintain a competitive position.

• Work with project and service delivery teams to balance internal capacity with client expectations.

• Ensure activities within your area of responsibility comply with regulatory requirements, voluntary codes, and internal policies and procedures.

• Lead cross-functional internal teams, including technical, commercial, and legal stakeholders, to shape tailored solutions for complex client needs.

• Perform other related duties as assigned.
  

What you’ll have:

• 10+ years of experience in customer success, account management, or business development with enterprise clients in financial services, fintech, or software.

• A degree in business, engineering, or a related field is preferred; equivalent experience and demonstrated success will also be considered.

• A proven ability to build trusted executive-level relationships and operate as a strategic advisor to senior stakeholders.

• Strong business acumen and experience influencing stakeholders in a matrixed environment.

• Experience with complex enterprise sales, including renewals, expansion opportunities, and solution-based selling.

• A track record of delivering client retention, client satisfaction, and revenue growth.

• Excellent communication, negotiation, and interpersonal skills, with a proactive and self-directed approach.

• An understanding of financial institutions from economic, business, performance, and regulatory perspectives.

• Experience with credit unions, treasury, and payments systems is an asset.

• The ability to navigate the complexity of owners, clients, and governance considerations.

Salary range: $140,000-$160,000

The salaryrepresentsthe job rate determined for the successful candidate who is fully competent in the role. The actual salary will vary depending on market conditions and relevant job-related factors such as knowledge, skills, qualifications, experience, and education/training.

#LI-Hybrid

Central 1 does not use Artificial Intelligence (AI) technology to screen, assess, or select applicants during our recruitment process. This job posting is for an existing, specific vacancy within our organization. All applications will be considered exclusively for the position described in this posting.

Central 1 is an equal opportunity employer and committed to building an inclusive workforce by creating an environment where everyone feels like they belong and has the opportunity to be successful. We welcome all applicants to join our diverse workforce and we will provide an accessible candidate experience including, but not limited to accommodations to interview sites and alternate formats upon request to our Recruitment team.