Kenza Ouazzani
City of London
Summary
Dynamic and performance-driven Senior Account & Relationship Manager with 6+ years proven success in client retention, strategic sales growth within acquiring and issuing and driving stakeholder alignment across diverse fintech networks. Adept at leading high-performing teams, driving operational excellence, and exceeding commercial targets. Recognised for shaping scalable business models, enhancing client experience and driving incremental revenue growth through optimised payments strategies.
Overview
6
6
years of professional experience
Work History
Associate Director – Client Relationships & Strategy
Lloyds Banking Group
London
05.2023 - 04.2025
- Managed portfolio of 60 high value mid-corporate accounts with annual card turnover of £3bn. Strategically led client growth initiatives, driving a 39% uplift in value over two consecutive years.
- Conducted in-depth analysis of payment processing portfolios and financial indicators to identify trends, insights, and areas for payment model enhancement.
- Provided market intelligence and bespoke recommendations through continuous research into client industries, regulatory environments, and competitive landscapes.
- Designed and implemented customised, cross-functional financial solutions aligned with client objectives using a full spectrum of the bank’s product offerings.
- Maintained value of existing relationships through persuasive communication and negotiation, ensuring alignment between client benefit and commercial value.
- Identified new sales opportunities within existing partners to broaden the scope of services offered to both current and prospective clients.
- Maintained strong personal networks, hosted internal and attended external industry events to generate interest from potential partners and clients.
- Evaluated and mitigated legal, financial, and operational risks across key accounts, contributing to business continuity and reputational assurance.
- Tracked and analysed relationship KPIs such as client satisfaction, revenue growth, and retention, continuously refining relationship management effectiveness.
High Value Growth Team Leader
Barclaycard
Northampton
01.2022 - 01.2023
- Led a team of 14 account managers with a “see it, own it, fix it” leadership mindset, fostering an inclusive, high-performance culture.
- Designed and executed reverse referral strategy for ISV-integrated solutions, streamlining project delivery across multiple channels.
- Acted as a key liaison for internal departments and external partners, enhancing communication and strengthening cross-functional collaboration.
- Delivered new sales and retention strategies that exceeded financial KPIs and contributed to broader business goals.
- Re-engineered operational processes to increase efficiency and reduce gaps, aligning with centrally driven initiatives.
- Recruited, mentored, and performance-managed team members, focusing on coaching and career development.
- Utilised Salesforce for real-time tracking and pipeline development, ensuring accurate forecasting and improved campaign effectiveness.
- Ensured full compliance with Enterprise Risk Management Framework and internal policy standards.
Client Relationship Manager
Barclaycard
Northampton
03.2019 - 01.2022
- Managed a portfolio of 200 high-value clients with a combined value of £800M, achieving consistent revenue growth and retention.
- Generated £141K in additional FY net income, reaching 165.89% of target, by identifying new upsell opportunities and eliminating detractors.
- Developed strategic proposals aligned with client business models, resulting in multiple national account expansions.
- Delivered weekly and quarterly revenue reports to senior leadership, enhancing financial visibility and planning.
- Spearheaded process improvement initiatives based on client feedback, significantly improving customer satisfaction.
- Established stakeholder working groups to address churn triggers, boosting client trust and long-term loyalty.
- Achieved 26% YOY growth across major national accounts, paving the way for promotion into a corporate-level role.
Education
Bachelor of Arts (BA) - French & International Relations
Coventry University
A-Levels - French, English, Sociology
Cadbury College
GCSEs - Including Maths, English, French
Kings Norton Girls' School
Skills
- Strategic Account Management
- High-Value Client Retention
- Stakeholder & Partnership Engagement
- Salesforce CRM Proficiency
- Sales Strategy & Campaign Planning
- Data-Driven Decision Making
- Process Improvement & Operational Efficiency
- Leadership & Team Development
- Forecasting & Revenue Modelling
- Negotiation & Partnership Building
Timeline
Associate Director – Client Relationships & Strategy
Lloyds Banking Group
05.2023 - 04.2025
High Value Growth Team Leader
Barclaycard
01.2022 - 01.2023
Client Relationship Manager
Barclaycard
03.2019 - 01.2022
A-Levels - French, English, Sociology
Cadbury College
GCSEs - Including Maths, English, French
Kings Norton Girls' School
Bachelor of Arts (BA) - French & International Relations
Coventry University
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