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Business Director
3 months ago
THE ROLE:
Matrix has an established reputation for exceptional quality, delivery and customer service coupled with the majority backing of one of the UK’s leading growth Private Equity investors. In this regard this opportunity to join Matrix comes at an exciting time in the business’ lifecycle.
Reporting to the Chief Strategy Officer, the Business Director is a key role that is required to lead and support Matrix’s growth and expansion into new market sectors.
The Business Director will lead a team to ensure client satisfaction, optimize revenue and margin generation and deliver contract renewals.
The role requires the individual to be able to take a personal and proactive lead with client relationships and guide both a direct team and influence the wider organisation to create excellent working relationships at all levels of the client through excellent communications, training, support, and guidance.
In this highly visible role, you will be able to demonstrate your astute understanding of (and passionate belief in) exemplary client service, developed as part of a technology services-led company. As part of the Leadership Group, the role will play a key role in decision making for Matrix by putting customers' voices at the heart of the business, using market insight to shape and improving services to assure an exceptional customer experience.
KEY RESPONSIBILITIES:
Develop and Implement CRM Strategy:
- Craft a comprehensive CRM strategy that aligns with the company's overall business goals. This includes defining customer segmentation, setting performance metrics, and establishing processes / initiatives to enhance customer satisfaction and loyalty.
Lead Customer Engagement Initiatives:
- Design and oversee initiatives that foster strong customer relationships. This involves creating personalised customer experiences, managing customer outreach programs, and leveraging data analytics to understand customer needs and preferences.
Monitor and Analyse Customer Data:
- Lead efforts to collect, analyse, and act on customer data. Use insights gained from data analysis to inform strategic decisions, identify trends, and uncover opportunities for improving customer satisfaction and retention.
Drive Cross-Functional Collaboration:
- Collaborate with sales, marketing, customer service, and other departments to ensure a unified approach to managing customer relationships. Facilitate communication and cooperation between teams to deliver consistent and exceptional customer experiences.
Manage Key Client Relationships:
- Take a hands-on approach in managing relationships with key clients. This includes regular communication, understanding their business needs, and ensuring that their expectations are constantly met or exceeded.
Measure and Report on CRM Performance:
- Establish key performance indicators (KPIs) for CRM activities and regularly report on these metrics to senior leadership. Use performance data to refine strategies, demonstrate ROI, and make informed decisions to drive continuous improvement in customer relationship management.
Revenue Growth and Profitability :
- Develop and implement strategies to increase sales and revenue from existing clients. This includes identifying upsell and cross-sell opportunities, negotiating contracts, and ensuring that the services provided align with clients' evolving needs to maximize revenue potential.
Client Retention and Lifetime Value :
- Develop and execute programs aimed at improving client retention rates. This involves understanding key drivers of client satisfaction, addressing potential issues proactively, and creating value propositions that enhance client loyalty and lifetime value.
Market and Competitive Analysis :
- Regularly analyse market trends, client behaviour, and competitive dynamics to identify new business opportunities and potential threats. Use this intelligence to inform strategic decisions, tailor client offerings, and position the company competitively within the market.
The successful applicant will be highly personable with excellent communication skills. They will have robust experience in both relationship and commercial management . They will be solution orientated with sound judgement and decision-making ability. An inspiring and empowering leader with the ability to work collaboratively across multiple functions.
In addition, the applicant will ideally have:
- Demonstrable client centric focus
- Deep experience working within in a fast moving, technology service-led commercial environment
- The ability to prioritise and to maintain a calm and intelligent approach to problem solving in a pressurised environment
- Highly developed people management and leadership skills
- highly analytical, with a proven ability to interpret a set of figures and create a key account/action plan to optimize growth
- The ability to communicate effectively both within the company to colleagues, other managers and externally to customers
- Experience of supporting customer facing software enhancements and / or new product /service launches
- Strong written and verbal communication for clarification
- Enable to anticipate consequences of changing environment for customers and department
- Experience in a similar industry
