Client Services Director

Infopro Digital, the B2B group specialising in information and technology, is currently looking for a Client Services Director on a permanent contract to strengthen the team at its Barbour ABI business.

Barbour ABI powers the UK built environment with the best intelligence to help our clients grow. With over 1.7 million projects in our dataset, our products and services are renowned for their accuracy, depth, and efficacy. Best known for our construction project leads, our portfolio includes analytics, market research reports, and bespoke consultancy.

Join Barbour ABI and get the best of both worlds .......

Working at Barbour ABI will provide you with the exciting challenges and autonomy you are looking for within a dynamic and nimble SME, but backed by the growth plans and structure of a global business, Infopro Digital, with leading intelligence brands in 18 countries.

Role Overview:

The Client Services Director is a key leadership role in our organisation. Setting the tone not just for the client services department, this person will strive to ensure every colleague has a clear understanding of what a client-centric culture means to their role. You will have a relentless passion for improving client satisfaction and therefore retention, and a strong commercial acumen means you will be focused on growth strategies for the account base.

You will seek to gain a deep understanding of the market sectors we serve and as an exemplary communicator you will be the voice not just of the client to the organisation, but externally as a leading voice to industry on the role our products and services play in supporting the built environment supply chain.

Reporting directly into the MD and part of the Executive Leadership Team, you will lead a team of 6 Managers and oversee a department of 35.

Key Accountabilities:

• Leadership, management, and people development
• Ensure the structure of the client service operation prioritises client centricity.
• Continually review the end-to-end process from client onboarding to client renewal, to ensure it is fit for purpose and industry leading.
• Work with the Client Analytics team to ensure that the reporting metrics for the department are accurate and fit for purpose, ensuring the correct KPIs are in place and continually measured to drive success.
• Ensure the end-to-end client service model is client-focused and efficient
• Implement and continually review upsell decks/guides in conjunction with Marketing
• Ensure the department is operating commercially, e.g., reviewing and providing training on discount and multi-year rules, risk mitigation guidelines, etc.
• With the New Sales Director and MD, be the senior external interface into the client base.
• Play a key role in launching any new software into the business, e.g., for 2025 the Salesforce business launch.
• Be the client voice for product development internally, developing an active client feedback loop with the Product Development team.
• Champion any new upgrades/product development within your department and across the client base.
• Ensure the client services training programme and academy is fit for purpose and is aligned with departmental strategy.

Specific Objectives:

• Lead an aspirational client service department, known as the division to work in internally, that exceeds client expectations as measured by our client engagement scores
• Ensure the department has common goals and clear accountability
• Ensure individuals have an optimum number of accounts to manage with clear client segmentation rationale
• Reduce client churn levels – specific targets to be agreed on an annual basis
• Drive client upsell – specific targets to be agreed on an annual basis
• Build a seamless client service end-to-end process and track/monitor results via Salesforce analytics
• Ensure the client services reward structure and training programmes are aligned to departmental strategy
• Lead by example with client interaction and relationships
• Deliver on key KPIs and objective setting for the department

Qualifications:

• Previous track record and experience in a similar role
• Strong managerial and leadership skills
• Excellent commercial thinker with an analytical mindset
• A client-centric focus
• The ability to influence clients at all levels
• Ability and desire to identify and design process improvement initiatives
• Willing to challenge the status quo
• Driven completer finisher who sets the standards for the Client Services department
• Ability to influence and manage multiple stakeholders within your network
• A desire for your own continued professional development
• Excellent communication skills, including presenting effectively to small and large groups of people

Benefits:

• 3pm finish on a Friday
• Hybrid working for everyone
• 25 to 30 days holiday
• Day off for your birthday
• Purchase extra holidays
• Volunteering days
• Pension and Life Assurance
• Great company culture that offers professional development, training, and regular social events

Our Foundations and Values:

At Infopro Digital, we are driven by core values such as entrepreneurial spirit, constant customer focus, promoting diversity, striving for significant impact, and a collaborative culture. By joining us, you become part of a dynamic community that embraces these values on a daily basis, shaping the future with passion and commitment.

Diversity is one of our core values. We are convinced that our teams, drawn from all backgrounds and with different experiences, are one of the key drivers of our success. The Group is committed to a policy of equal opportunities and inclusion, from recruitment to career development, and we strive to provide an equitable working environment to promote the well-being of our teams.

Who are we?

Infopro Digital is a B2B group specialising in information and technology. With a presence in 18 countries, the group has 4,000 employees of 55 nationalities.

Infopro Digital connects professional communities.

Our brands are leaders in the five key economic sectors: construction and public sector, automotive, industry, risk & insurance, and retail.

With our solutions, our customers make informed decisions and companies develop their business and sustainable performance.

Are you a passionate professional looking for new opportunities? Don't wait any longer and join Infopro Digital's community of professionals!