Client Services Manager
About Our Client
Located in Huntingdon, our client is a leading independent Print and Marketing Services business that provides sophisticated marketing collateral and print fulfilment services to organisations and leading brands across the UK. Established in 2003, they have grown every year since incorporation and have established an outstanding reputation for the quality of their work and service levels. They hold people at the centre of what they do and continue to monitor and improve their processes. They have become a ‘Living Wage Accredited’ employer and have exciting expansion plans with the aim to double their turnover in the next few years. Never has it been a more exciting time to join them.
Role Summary
Our client is looking for a Client Services Manager to join their dynamic Marketing Services department. Working in a fast-paced environment, the Client Services Manager will be responsible for managing key accounts across a range of services including online marketing portals, creative services, marketing campaign management, small and large format print.
The main responsibility being to optimise quality of service, business growth, customer satisfaction and to lead the team in connection with this.
Key Responsibilities
- Maintain and develop long-lasting relationships with your portfolio of clients to maximise potential.
- Understand the client’s business, customers, markets and competitors plus, an understanding of the clients’ internal issues, processes and policies.
- Conduct quarterly review meetings and proactively communicate to clients regarding new products and services suitable for them.
- Identify opportunities to maximise and increase revenue.
- Regularly review clients’ products and services to ensure quality of service.
- Resolve complex queries and complaints and escalate where necessary.
- Maintain an unrivalled customer experience.
- Ensure client SLAs are met.
- Report internally on KPIs and commercial results including potential risks.
- Have a financial understanding of products and services offered.
- Manage and mentor a team of Account Executives and Customer Service Administrators.
- Development of team via training, coaching and mentoring.
- Identify skill gaps and opportunities for growth.
- Performance management and appraisals.
- Onboarding and training.
- Identify operational issues and problem solve.
- Liaise with internal teams and suppliers.
- Administration tasks related to the role including keeping systems up to date.
- All staff are responsible for adhering to the ISO Policies and Procedures in place.
You Will Have
- Previous experience of client relationship management.
- Experience of managing a small team.
- Experience in the print, creative or SAAS industry an advantage.
- A confident communicator both internally and externally.
- Team leadership.
- Influence sales through investigating client’s needs and unstated needs.
- Work under pressure to strict deadlines, whilst still maintaining a high level of attention to detail.
- Forward thinking and proactive approach.
- Problem solving and decision making.
- Commercial awareness.
- Able to work to targets.
- Work independently and as part of a team.
- Excellent organisational and time management skills.
- Experience with Excel, Word, Outlook, Internet and Internal systems.
What Our Client Offers In Return
- 4 x Salary life assurance
- Up to 75% income protection
- Private Medical (after a qualifying period)
- Enhanced pension scheme
- Enhanced maternity and paternity pay
- Starting at 24 days holiday plus bank holidays
- 35 hour working week
- Employee Assistance Programme – Unum Help@Hand
- Trained mental health first aiders
- Eye-care Scheme
- Cycle to work scheme
- Time off on your birthday
- Social and charity events
- Exclusive staff discounts
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