Director, Customer Account Manager

We are looking for a dynamic and self-motivated Account Director to join our Client Services team. The Account Director will be responsible for driving client quality and continuous improvement, while expanding existing client relationships. Ideal candidates for this role will be flexible with changing and challenging workloads, and be able to demonstrate success in managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance. Applicants should be able to demonstrate solid experience within client services, from either an account management, operations, project management or wider outsourcing perspective. Essentially, the Account Director will be responsible for ensuring our clients receive all the services we are contracted to provide and is accountable for: Clear and transparent internal financial awareness Management of account managers (where applicable) Financial forecasting Input top line sales and direct costs taken from operations into contribution reporting where applicable To identify Farming & Growth opportunities and pass these to the VP Client Services Contract Change Notes / Variations Driving continuous improvement agenda, working in partnership with TP Digital colleagues Invoicing and accounts receivable / aged debt Working with Operations on tactical delivery / decisions of the account running Implementing client account plans Solid experience in client services from either an account management, operations, project management or wider outsourcing perspective Previous experience managing a client in this capacity, understanding their expectations, and delivering change in order to improve performance Ability to demonstrate how you have added value to a clients business / service provision (client centricity) An understanding of the metrics used and the pricing structure in operation within the contact centre environment Experience of financial forecasting and invoicing Solid understanding of how Account Management can influence achievement of business objectives…