Premium Client Manager

<p><strong>What is Flagstone?</strong></p>
<p>Flagstone is many things. An online savings platform, reinventing how individuals, businesses, and charities manage, protect, and grow their cash. A diverse group of people, bound by a collaborative spirit, and shared purpose. And lastly, a thriving, profitable business – where smart people do their best work.</p>
<p>Each definition shares a common thread: our unique culture. It’s our pride and joy. And our competitive advantage.</p>
<p><strong>A feel for our culture</strong></p>
<p>To revolutionise the savings market, we need to be at our best. But high performance takes more than talent – it takes a culture of kindness, respect, and growth.</p>
<p>That’s why we’re building a diverse, inclusive community, where your voice is heard and valued. Where, with close support and room to develop, you can surpass even your own expectations. And be rewarded for it.</p>
<p>We may not change the world, but we <em>can </em>change the world of financial technology. And all it takes is a winning mix of drive, talent, and empathy. Our culture celebrates all three.<br><br>But enough about us. Let’s talk about you.</p>
<p><strong>Does this sound like you?</strong></p>
<p>Flagstone is the UK's leading cash platform with £19bn in AuA and a mandate to reach £50bn by 2028. A significant proportion of that AuA sits with a small number of high-value clients whose continued confidence in us is commercially critical. Until now, these clients have been served through the same model as the rest of our client base. That changes with this role.</p>
<p>The Premium Client Manager will be solely dedicated to our most valuable clients, providing a proactive, personalised service that reflects the scale of their relationship with us. This is a blank canvas opportunity for someone who understands what best in class premium service looks like, and has the relationship skills and commercial instinct to build it.</p>
<p><strong>What You'll Be Doing</strong></p>
<p><strong>Evolving the Premium Client Model</strong></p>
<ul>
<li>Own and iterate the premium client service proposition and playbook, defining who qualifies, what service looks like in practice, and how impact is measured</li>
<li>Deliver the contact strategy, proactive engagement cadence, escalation protocols, and service standards that define the experience at every stage</li>
<li>Work with the Head of Sales Operations to ensure the premium model aligns with commercial priorities and is scalable as the client base grows</li>
</ul>
<p><strong>Proactive Client Engagement</strong></p>
<ul>
<li>Own a defined portfolio of Flagstone's highest-value clients, taking personal responsibility for the quality and consistency of their experience</li>
<li>Proactively reach out at meaningful moments - rate changes, portfolio milestones, new product availability, market events</li>
<li>Develop a genuine understanding of each client's financial context, using that knowledge to deliver timely, commercially astute conversations</li>
<li>Identify opportunities to deepen relationships through increased AuA, new product uptake, or strengthening the personal connection that drives long-term loyalty</li>
</ul>
<p><strong>Reactive Service &amp; Issue Resolution</strong></p>
<ul>
<li>Act as the first point of escalation for premium clients, owning the resolution process and maintaining a positive experience even when things go wrong</li>
<li>Navigate complex queries with confidence, working cross-functionally with Client Operations, Product, and Compliance</li>
<li>Maintain a zero-drop standard for premium client satisfaction - every interaction should reinforce the client's confidence in Flagstone</li>
</ul>
<p><strong>Commercial Contribution &amp; Collaboration</strong></p>
<ul>
<li>Track and report on the health of the premium client portfolio - AuA trends, engagement levels, attrition risk</li>
<li>Work with Sales Team Leads to ensure smooth handover of newly acquired high-value clients into the premium model</li>
<li>Feed insight from client conversations back into product, proposition, and service design discussions</li>
<li>Partner with Client Operations and Marketing to ensure the experience matches the premium standard</li>
</ul>
<p><strong>What You'll Bring</strong></p>
<p><strong>Premium or Private Client Experience</strong></p>
<ul>
<li>A background in private banking, wealth management, or a high-touch financial services role where elevated service quality was genuinely expected</li>
<li>A clear understanding of what high-net-worth clients expect, how they communicate, what they value, and what makes them feel genuinely well served</li>
<li>Experience managing a portfolio of high-value relationships with personal accountability for retention, satisfaction, and commercial outcomes</li>
</ul>
<p><strong>Playbook Thinking &amp; Structured Approach</strong></p>
<ul>
<li>Ability to design a service model, not just operate within one - you can articulate what premium looks like and how you would build it</li>
<li>A structured, organised approach: you track your portfolio, plan your outreach, and know where each relationship stands at any moment</li>
<li>Experience developing client service frameworks, contact strategies, or service standards</li>
</ul>
<p><strong>Relationship, Communication &amp; Commercial Instinct</strong></p>
<ul>
<li>Exceptional interpersonal skills - warm, confident, and credible with sophisticated, high-value clients</li>
<li>Composure under pressure: when a client is unhappy or considering moving their assets, you can turn it around</li>
<li>Sufficient financial literacy to engage meaningfully about cash portfolios, interest rates, FSCS coverage, and Flagstone's platform value</li>
<li>Familiarity with regulated financial services and the compliance context that shapes client relationship management</li>
</ul>
<p><strong>How we reward you:</strong></p>
<p>At Flagstone, the benefits extend beyond false gifts like “fruit and snacks”. Instead, we invest in your health, wealth, and professional development. Here’s a selection of our benefits:</p>
<ul>
<li>Competitive bonus scheme - designed to reward and recognise high performance</li>
<li>Flexible benefits budget - a pot to fund meaningful benefits for you, whether it's hormone or fertility testing, cancer screening, neuro-diversity coaching or something that matters for you.</li>
<li>A range of salary sacrifice options to help you make tax efficient savings on electric cars, nursery schemes, home and tech goods.</li>
<li>Around the World scheme - 3 months work from anywhere scheme</li>
<li>Mental wellbeing support – Access therapy and mental health sessions through Spill</li>
<li>Learning and development – £1,000 personal development budget to help you grow in your role.</li>
<li>Private health care - Enjoy all the benefits AXA has to offer, including reduced gym memberships and medical history disregarded</li>
<li>Medical cash plan - To help you with the costs of dental and optical expenses</li>
<li>Life insurance and Income Protection- four times your annual salary for peace of mind</li>
<li>Matched pension contributions up to 5%</li>
<li>25 days holiday - plus bank holidays, well-being days and volunteering days</li>
<li>Enhanced Parental Leave – enhanced maternity, paternity and adoption pay. </li>
</ul>
<p><strong>All are welcome.</strong></p>
<p>At Flagstone, we’re assembling a diverse team that defies our industry’s norms. Think this role could suit you? We encourage you to apply, no matter your background.</p>
<p>#LI-Hybrid</p>

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