Elite Relationship Manager

The Elite Relationship Manager will be responsible for owning and developing the Calamatta Cuschieri Moneybase Elite customer proposition, ensuring that our most valued customers receive an exceptional, personalised experience while driving increased engagement, loyalty and commercial growth.

The role combines customer relationship management, customer experience development and commercial portfolio management.

Acting as the primary relationship contact for Elite customers, the successful candidate will develop a deep understanding of their needs, proactively identify opportunities to enhance their experience and encourage greater adoption and utilisation of Moneybase products and services.

Beyond individual relationships, the Elite Relationship Manager will play a central role in developing the overall Elite proposition, working closely with Customer Experience, Marketing, Customer Care and other internal stakeholders to introduce initiatives that strengthen customer loyalty, increase engagement and support sustainable revenue growth.

Key Responsibilities

1. Customer Relationship Management & Care

· Own and manage relationships with Moneybase Elite customers, acting as their primary point of contact.

· Develop strong, long-term relationships through proactive engagement and a thorough understanding of individual customer needs.

· Ensure Elite customers receive a consistently high standard of personalised service across all Moneybase touchpoints.

· Take ownership of customer issues and escalations, coordinating with Customer Care and relevant internal teams to ensure timely and effective resolution.

· Conduct regular customer engagement and relationship reviews, identifying opportunities to strengthen relationships and address potential dissatisfaction.

· Oversee the onboarding and welcome experience for new Elite customers, ensuring a seamless introduction to the benefits and services available to them.

· Proactively identify customers at risk of disengagement or attrition and implement appropriate retention initiatives.

2. Customer Experience, Marketing & Elite Proposition Development

· Take ownership of the ongoing development and enhancement of the Moneybase Elite customer experience.

· Work closely with Marketing to develop and coordinate exclusive customer events, networking opportunities and engagement initiatives.

· Identify opportunities to introduce new benefits, services and experiences that strengthen the Elite proposition.

· Gather and analyse customer feedback to identify recurring pain points, unmet needs and opportunities for improvement.

· Collaborate with the Head of Customer Experience and other internal stakeholders to translate customer insights into actionable improvements.

· Support the development of personalised communications and engagement campaigns targeted at Elite customers.

· Monitor the effectiveness of engagement initiatives and recommend improvements based on customer participation, feedback and commercial outcomes.

· Act as an internal advocate for Elite customers, ensuring their needs and expectations are considered in product and service developments.

3. Portfolio Growth, Engagement & Revenue Development

· Take commercial ownership of the assigned Elite customer portfolio, with responsibility for increasing engagement, product adoption and revenue generation.

· Develop a thorough understanding of customers' existing Moneybase product usage and identify opportunities to expand their relationship with the business.

· Proactively engage customers to increase utilisation of relevant Moneybase products and services.

· Identify appropriate cross-selling and upselling opportunities based on customers' needs and circumstances, within applicable regulatory and internal requirements.

· Develop targeted engagement initiatives aimed at increasing customer activity and strengthening long-term relationships.

· Monitor portfolio performance, including customer activity, product penetration, revenue contribution and retention.

· Identify opportunities to reactivate dormant or less engaged Elite customers.

· Collaborate with relevant commercial teams to support the acquisition and onboarding of new high-value customers.

· Develop and implement initiatives to increase the overall commercial value of the Elite customer segment.

4. Portfolio Management & Performance Reporting

· Maintain accurate customer relationship records, engagement histories and portfolio information.

· Monitor and report on key performance indicators covering customer satisfaction, engagement, retention and commercial growth.

· Identify trends within the Elite portfolio and recommend initiatives to address opportunities or emerging risks.

· Provide regular updates to the Head of Customer Experience on portfolio performance, customer feedback and the effectiveness of engagement initiatives.

· Work collaboratively with internal stakeholders to ensure the Elite proposition continues to evolve in line with customer expectations and business objectives.

Requirements

Experience and background

· Proven experience in relationship management, key account management, premium customer services or a similar customer-facing commercial role.

· Demonstrated ability to develop and maintain strong relationships with high-value customers.

· Experience managing a customer portfolio with responsibility for engagement, retention or revenue growth.

· Experience organising customer engagement initiatives, events or relationship-building activities would be considered an advantage.

· Experience within financial services, banking, fintech or another premium service environment would be advantageous.

Skills and competencies

· Exceptional interpersonal, communication and relationship-building skills.

· Strong commercial awareness and ability to identify opportunities to grow customer relationships.

· A proactive, customer-centric approach with a genuine interest in delivering exceptional customer experiences.

· Strong organisational skills and the ability to manage multiple customer relationships and initiatives simultaneously.

· Ability to work effectively across departments and influence stakeholders to achieve customer outcomes.

· Analytical mindset, with the ability to interpret customer activity and portfolio performance data.

· Initiative and creativity in identifying opportunities to improve customer engagement and the overall Elite experience.

· Excellent written and spoken Maltese and English. Additional languages would be considered an asset.

Remuneration

We are committed to attracting and selecting top people to join our team. We are also committed to creating a workplace that encourages individual growth; we value our people and their well-being.

What we offer:

• Ongoing internal training
• External training opportunities
• Study Leave
• Sponsorship schemes for further studies
• Opportunities for career growth
• Free health insurance
• Gym Subsidy
• Performance bonus
• Employee referral incentive

Visit our websites - cc.com.mt or moneybase.com for more information about us.

All Applications will be acknowledged and treated with maximum confidentiality

“The enduring goal of Calamatta Cuschieri Moneybase is that the composition of our workforce should reflect that of the communities in which we work.”

Reference: CCMT05428

By submitting this application, I confirm that all the information given by me in this application for employment and any additional documents attached hereto are true to the best of my knowledge and that I have not wilfully suppressed any material fact. I confirm I have disclosed if applicable any previous employment with Calamatta Cuschieri Moneybase Plc. I accept that if any of the information given by me in this application is in any way false or incorrect, my application may be rejected, any offer of employment may be withdrawn or my employment with Calamatta Cuschieri Moneybase Plc may be terminated summarily or I may be dismissed. By submitting this application, I agree that my personal data will be processed in accordance with Calamatta Cuschieri Moneybase Plc's Candidate Privacy Notice