VIP Client Account Manager

The VIP Client Account Manager plays a pivotal role in nurturing and enhancing relationships with high-value clients, driving revenue growth, and maximising the longevity and impact of these partnerships.

This role bridges the operational teams and client stakeholders, ensuring high standards in relocation and global mobility services that align with our strategic goals. The Client Account Manager will be the primary relationship holder for VIP clients and coordinate with other divisions to serve mutual clients seamlessly across all regions.

Key Responsibilities

• Relationship Building: Establish and maintain strong relationships with key account contacts, acting as the primary link for VIP clients.
• Stakeholder Engagement: Develop and manage relationships with stakeholders at all levels across multiple countries, building our presence and reputation globally.
• Regular Client Interaction: Schedule consistent touchpoints, preferably in person, to strengthen client rapport.
• Subject Matter Expert: Serve as a specialist in global mobility, relocation, and destination service solutions provided to each client.
• Performance Reporting: Prepare and present monthly, quarterly, and annual review presentations to clients, highlighting key performance indicators, SLAs, and strategic insights.
• Data Analysis and Reporting: Generate detailed reports on engagement patterns, cost savings, and industry trends, aligning service outcomes with client strategic objectives.
• Service Delivery Oversight: Ensure high service standards meet and exceed client contractual expectations.
• Client Updates and Monitoring: Host regular update meetings with client service teams globally, monitoring caseloads and ensuring all high-priority cases receive focused care.
• Profitability Management: Maintain commercial awareness to optimise margins, ensuring profitability aligns with company objectives while identifying opportunities for cross-selling and client growth.
• Contract and Margin Management: Actively oversee contract terms, adhering to account policies and pricing to secure ongoing growth and profitability.
• Financial Oversight: Manage cash flow through timely client payments, ensuring accounts are accurately set up in the operational and CRM systems for seamless invoicing and payments.
• Cost Efficiency: Identify and propose cost-saving initiatives for both the company and clients to enhance service efficiency.
• Service Enhancements: Proactively recommend service improvements and strategies to boost overall client satisfaction and operational excellence.
• Business Development Collaboration: Work closely with the Business Development team to support new opportunities, including participation in RFPs and client presentations.
• Client Relationship Focus: Build enduring relationships with clients as a trusted advisor, consistently engaging to understand their evolving needs.
• Global Communication: Liaise with global offices to ensure consistency and alignment across all services and client interactions.
• Marketing Collaboration: Support the marketing team by contributing client case studies, references, and thought leadership content. Facilitate client roundtables and webinars when necessary.

Skills, Experience, and Knowledge

• The successful candidate will bring at least three years of experience in Relocation Account Management or in-house Global Mobility, with strong expertise in managing complex client relationships within relocation and global mobility services.
• Excellent Communication Skills: Ability to articulate ideas and build rapport at all organisational levels.
• Stakeholder Management: Skilled at listening to client needs and adapting communication styles accordingly, using a consultative approach.
• Client-focused: Confident in client-facing settings, with the ability to deliver professional presentations and maintain client satisfaction.
• Time Management and Organisation: Ability to prioritise, meet deadlines, and remain adaptable in a dynamic work environment.
• Attention to Detail: Proven ability to maintain accurate records and manage high volumes of client data.
• Goal-oriented: Ability to set and achieve challenging targets, taking ownership of personal development.
• Proficiency in Microsoft Office: Advanced skills in Excel, PowerPoint, Word, Visio, and Outlook.
• Data Analysis and Reporting: Experienced in producing and interpreting reports that inform strategic decisions.
• Team Player: A collaborative mindset with a proactive, positive approach to team objectives and responsibilities.
• Additional Languages: European language skills are a plus.
• Travel Flexibility: Willingness to travel internationally as needed for client meetings.