Client Service Manager

CLIENT SERVICE MANAGER

Reports To: Account Controller

Department: Client Service Team

Brief: In this role you will work to achieve "client delight" through the delivery of agreed KPI's with client contacts through motivation and drive of results within the field team. Continually developing and improving upon the current service(s) provided to clients whilst overseeing team activity and reporting. Activity must be undertaken within agreed budgets to ensure delivery against agreed sales and profit levels to Retail Marketing.

Objectives of your role

• To accompany each field team member as part of their 'on the job' coaching and development to maximise opportunities and results within the team and establish performance development plans with each
• To manage and motivate the Team Leader within the team, whilst being a mentor to develop performance and skill set.
• To deliver both short and medium term financial account plans/ forecasts in accordance with Retail Marketing strategy and business process requirements.
• To attend weekly onsite client meetings, to include participation in sales meetings ensuring visibility of commercial field team insight to drive relevant actions.
• Network with all internal client contacts to understand each area of the business and further utilise opportunities to provide a better service.
• Analyse team results through available reporting mechanisms to drive ROI visibility within Retail Marketing and client.
• Day to day management of any ad-hoc/tactical activity.

Main responsibilities

Team Management

• To recruit, train, motivate, coach and personally develop direct reports.
• To influence and inspire the field operation in order to achieve account KPI's / objectives.
• Overall accountability for field administration and reporting.
• To maintain and develop systems to measure achievement of objectives, including regular field accompaniments and auditing at all levels (min 1-2 days per month).
• To take prompt action in addressing both under and over performance and create a positive team.

Client Relationships

• To maintain and develop client relationships, including regular meetings to review performance of the operation, both financially and against KPI's agreed.
• To validate and interpret results and produce an executive summary to accompany client monthly reporting providing greater insight, identifying opportunities and driving recommendations for to continually strive to develop the account, through strategic meetings and planning.

Business Development

• Ownership of business development opportunities by creating a broad network of contacts within the client business.
• To prepare and present strategic proposals to add value to the client operation and extend the services provided.

Finance

• To monitor and control budgets, ensuring sales and profit targets are met.
• To work with the finance team in the preparation and negotiation of the operating budget for the following year.
• Support the line manager in the production of the contractual terms and conditions.
• To ensure that the account operates within these contractual terms.
• To develop a measurement of ROI for the operation, and identify and use financial levers to improve GP / profitability.
• Take ownership of account risk and compliance, good governance, identification and resolution of risk (contractual, assessments, data)

Operations

To ensure RMG operational support teams / suppliers are fully briefed in time to be able to deliver the services required to fulfil the client's / field's objectives.

• To involve operations at the planning stage to help scope any major change to the operation.
• To support senior management in supplier relationships, price negotiations and contractual T&C's.