Client Services Manager

TN United Kingdom; Watford; On-site; GBP 35,000 - 55,000

Job description

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The Client Service Manager is a pivotal role within our organisation and is responsible for the effective and successful management of the client delivery program. This role includes Client Management, Presentations and Reporting, Team Management, Communications, Auditing and Compliance, Client Support, Quality Control, Training and Development, and additional tasks where necessary.

The client, one of the world’s largest credit card providers, partners with Service Innovation Group to fulfil a key field marketing function within their wider merchant engagement program. The client activity is primarily focused on increasing their engagement points across a wide range of businesses across 12 European markets through field visits, with circa 500 staff working across Europe.

Responsibilities

1. Account Management: Execution of the Client delivery program across the UK and European Markets to an agreed SLA, to be actively involved in the delivery of KPI’s across the markets and to take a lead in reporting performance, identifying opportunities, recommending solutions to ensure Client targets are delivered.
2. Country Management: Work with all of our supplier partners to ensure the correct and successful delivery of the program, manage and chair regular market reviews and updates, ensuring follow-up on agreed actions.
3. Client Management: Work with the Client Director to develop and maintain positive business relationships with key client personnel.
4. Strategic Delivery: Provide strategic guidance and suggest new ideas and improvements to the business relationship and service.
5. Field Team Management: Liaise with Operational Managers and field personnel to communicate account objectives and provide KPI reports to manage and motivate field teams. Work with the EMEA Training Manager and Data Team to provide support and ensure all Client reporting requirements are delivered.
6. Innovation and Change: Drive change and innovation within the business and account, document, monitor, measure, and improve services contracted to clients.
7. Financial: Ensure timely invoicing of client activities and proper documentation across all markets. Work with the Client Director to maximise the profitability of the account.
8. Analysis and Reporting: Use the results delivered to present performance reviews to our Client, to also identify opportunities to improve performance, propose innovative ideas or solutions to enhance the program.

Requirements

1. 3+ years Account Management experience.
2. Experience in managing multiple stakeholders.
3. Experience in client service and client relationship (B2B) management roles.
4. Technical skills for incident and problem resolution and managing internal IT systems.
5. Experience managing data - resolutions, requests, or reporting.
6. Influencing, negotiation, and persuasion skills at senior and executive levels.
7. Understanding of data security, compliance, and regulations.