Head of Relationship Management

4 months ago

Cheadle, United Kingdom ADP Full time

To be ADP UK's client custodian. You will be the owner of existing client relationships, championing the needs of our clients to deliver class leading retention rates whilst also identifying and delivering revenue opportunities. You will know what our clients want and you'll use this insight to work with our Product and Service teams to hone our market offerings.

You will be a leader of leaders, running our highly experienced and successful Account Management and Client Solutions function. You will identify and develop talent within this large function, role-modelling the behaviors and values that has made ADP a ' Fortune Most Admired Company'.

You will engage daily with the UK Excom and be brilliant communicator, developing your own c-level relationships that lead to ever and ever improving client retention rates.

You and your team of Account Directors and Account Managers will champion client experience across our organisation, helping everyone focus on retention, client likelihood or recommend and maximising every opportunity.

**THINGS YOU'LL DO**:Responsibilities
- Devise strategies and ways of working to improve client retention
- Improve client experience, on a day-to-day basis
- To deliver stronger relationships between ADP and the clients
- To identify and close incremental revenue opportunities from our existing client base
- Create a consistent experience across our client base
- Create a golden thread of performance metrics and goals
- Provide a deep and rich reference repository
- Develop Client Account Plans and Client Engagement models
- Create clear and consistent client facing collateral and materials
- Build brilliant relationships with our senior client contacts
- Recognition of product or service improvements required by clients and the feedback of those to the product development team
- Develop and implement a communication plan to increase positive interactions with the clients
- Manage the customer contract discussions
- Understand the drivers of great Relational NPS and use this to delight and keep our clients
- Deliver inspirational leadership to your group, as well as thought leadership across the organisation
- Maintain and improve existing Associate engagement scores
- Encourage, promote and demonstrate internal progression within ADP
- Operate a team structure that is aligned to deliver our retention and sales ambitions
- Develop an effective working relationship with the relevant Heads of Service, Service Team Managers, Payroll Specialists and Client Support Specialists
- Ensure that all aged debtor issues are brought to a conclusion
- Leadership of projects as required
- Perform other duties as required

**WHAT YOU'll NEED**:

- 5+ years of experience as a leader in professional Services/BPO or Employment Agencies with a solid track record.
- Excellent analytical and presentation skills are required, with the confidence to deliver at CxO and Excom level
- Networking and relationship building, internal to ADP and with Clients
- Influencing and negotiation at all levels to CxO and Excom (internal and external)
- First class oral and written communication skills
- Ability to lead, motivate and develop a multi-functional team
- Teamwork and co-operation
- Financial and commercial acumen
- Excellent time management
- Flexibility
- Lateral thinking, innovation and problem solving
- Will to win and tenacity

**BONUS POINTS FOR EXPERIENCE / KNOWLEDGE OF**:

- Knowledge of HR & Payroll drivers and processes is an advantage
- Demonstrable experience and achievement in a senior Account Management role
- Good understanding of payroll legislation and working practices within a bureau environment is desirable

If you've made it down this far, we have to ask: What are you waiting for?

**Diversity, Equity, Inclusion & Equal Employment Opportunity at ADP**: ADP affirms that inequality is detrimental to our associates, our clients, and the communities we serve. Our goal is to impact lasting change through our actions. Together, we unite for equality and equity. ADP is committed to equal employment opportunities regardless of any protected characteristic, including race, color, genetic information, creed, national origin, religion, sex, affectional or sexual orientation, gender identity or expression, lawful alien status, ancestry, age, marital status, or protected veteran status and will not discriminate against anyone on the basis of a disability. We support an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.

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