Client Services Manager

eXPD8 eXPD8 Ltd.; Bristol; Hybrid; GBP 30,000 - 60,000

Job description

Client Services Manager

Are you ready to lead a high-performing client account team? Do you thrive on building strong relationships, driving commercial success, and delivering exceptional service? If so, eXPD8 is looking for a Client Services Manager (CSM) to lead one of our Client Services teams.

About the Role

As a Client Services Manager, you will play a crucial role in retaining and growing client relationships, ensuring outstanding service delivery, and leading a high-performing team. You will act as the key point of contact between clients and eXPD8, driving strategic initiatives and commercial growth.

Key Responsibilities

Client Relationship Management

• Build and maintain strong, long-term relationships with clients, acting as their key point of contact.
• Understand client objectives and challenges, providing tailored solutions that align with their strategic vision.
• Identify and implement new business opportunities within client contracts to drive commercial growth.
• Ensure high levels of customer satisfaction to increase client retention.
• Maintain a regular presence at client head offices, attending and leading key meetings.

Stakeholder Management & Collaboration

• Lead the onboarding process for new clients, ensuring a seamless transition and clear alignment of expectations.
• Develop structured plans for all client activities, anticipating potential challenges and ensuring effective execution.
• Define, implement, and continuously improve processes to meet service level agreements (SLAs).
• Drive service improvements and identify upselling opportunities to enhance client offerings.

Financial & Administrative Management

• Oversee the creation and management of client budgets, identifying growth opportunities and mitigating risks.
• Monitor financial performance, track budgets, and report progress regularly.
• Ensure compliance with financial processes, including purchase orders, cost planning, and invoicing.
• Oversee the accurate and timely completion of administrative tasks, including briefing documents and compliance checks.

Performance & Reporting

• Track and analyse key performance metrics, including sales targets, KPIs, and SLAs.
• Identify underperformance areas and implement corrective actions to drive excellence.
• Provide insightful reporting to internal and external stakeholders, ensuring data-driven decision-making.

Team Leadership & Development

• Recruit, train, lead, and develop a high-performing client services team.
• Foster a people-first culture that promotes engagement, inclusion, and professional growth.
• Coach and motivate individuals to meet and exceed performance expectations.

What We're Looking For

Essential:

• Strong numeracy, communication, and presentation skills.
• Proven ability to manage stakeholders effectively.
• IT proficiency, particularly in Microsoft Office.
• Attention to detail with strong organisational and prioritisation skills.
• Ability to analyse data, identify trends, and make informed decisions.
• Experience in project management, working on multiple initiatives simultaneously.
• Background in FMCG and/or field marketing.

Desired:

• Experience in retail and account management.
• Strong track record in client relationship management with successful, profitable accounts.
• NVQ Level 5 or degree-level qualification.
• Problem-solving skills and the ability to drive results.
• Conflict resolution and negotiation experience in a B2B environment.
• Leadership skills with experience in motivating and developing teams.

Why Join Us?

At eXPD8, we are one of the UK's largest field marketing agencies, with over 20 years of experience supporting top brands and retailers. We take pride in delivering exceptional service, ensuring our clients succeed in retail.

We value our people and are committed to creating an inclusive, supportive, and rewarding work environment. As a Disability Confident Leader, we welcome applications from all backgrounds and can provide adjustments during the application process.

What We Offer:

• Hybrid working – typically two days in our Bristol office and three from home.
• Health cash plan (24-hour GP, counselling, dental, physiotherapy, and more).
• Buy and sell holiday scheme.
• Your birthday off every year.
• Immediate access to GroceryAid support for you and your family.
• Life insurance.
• Access to eXPD8 Rewards with regular competitions and incentives.
• Unlimited refer-a-friend scheme.
• Career development opportunities with access to over 400 learning resources.

Ready to make an impact? Apply now and take your career to the next level with eXPD8! eXPD8 is proud to be ranked as the top Bristol-based employer in the Financial Times' UK Best Employers 2025 list, celebrating our commitment to a supportive and empowering workplace!