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Head of Client Relations
3 months ago
Overview:
Reporting to the Group Client Director, the Client Director plays a pivotal role in steering the formulation and execution of strategic account initiatives aimed at maximizing returns for our esteemed clientele, aligning with the broader objectives of the team and the organization.
As we enhance our presence in the retail media sector, you will be adept at fostering growth by establishing, nurturing, and managing senior relationships within your client portfolio, capitalizing on opportunities while effectively addressing risks to meet your financial goals. Your commitment to maintaining a client-centric and responsive team will ensure exceptional service delivery for our premier clients.
You will advocate for transparency and collaboration with employees, clients, and partners, adopting a partnership model that recognizes the diverse needs of all stakeholders, in harmony with our corporate values and vision. Providing constructive feedback and facilitating your team's development through training and mentoring will be essential components of your responsibilities.
Key Responsibilities:
Client Development:
- Formulate and implement strategic and tactical account plans to achieve business objectives and category goals.
- Acquire in-depth knowledge of clients' operations to identify and leverage opportunities while mitigating potential risks.
- Foster a 'customer-first' culture within your team and the extended network.
- Mobilize both your direct team and broader virtual team to meet and exceed client expectations, responding positively to challenges as they arise.
- Utilize existing customer networks and proactively develop senior contact strategies to enhance relationships and uncover new growth opportunities, with a particular emphasis on expanding our digital footprint.
- Monitor industry trends and competitive dynamics, evaluating new market opportunities relevant to Nectar360 and its key FMCG clients.
Insight-Driven Communication:
- Demonstrate a comprehensive understanding of Sainsbury's overall business and category strategies to identify and cultivate revenue-generating opportunities for clients.
- Ensure thorough comprehension of all insight initiatives and lead the dissemination of knowledge across the virtual team and client organizations.
- Regularly assess brand performance to establish credibility and proactively identify opportunities to achieve targets.
- Possess a strong grasp of customer data and its application for both retailers and suppliers to drive business success.
Commercial Execution:
- Develop a profound understanding of the Nectar360 business and its capabilities to effectively manage client relationships and deliver profitable solutions that align with annual client objectives.
- Ensure the successful management of all Nectar360 activities across your client base, adhering to client budgets, objectives, and timelines.
- Maintain a focus on flawless execution, delighting clients consistently while minimizing compliance challenges.
- Take ownership of all contract negotiations and media/insight annual planning.
Team Development:
- Ensure each team member has a personalized development plan to support their growth and succession planning.
- Manage the appraisal process in a timely manner.
- Provide coaching and training as necessary to both immediate and virtual teams.
Financial Oversight:
- Achieve annual team/client budgets across a diverse range of clients.
- Ensure precise pipeline management and accurate reporting of business performance against targets.
- Optimize financial management across billing, purchase order coverage, and aged debt recovery.
Qualifications:
- Proven experience in account management or business development within an agency, consultancy, or FMCG context.
- Familiarity with insight tools and services, targeted communications, particularly in retail.
- Preferred background in digital marketing practices and media evaluation.
- Extensive experience in line management is essential.
- Exceptional project management, communication, and presentation skills, with a keen eye for detail.
- Ability to engage clients at peer level and above; demonstrated negotiation skills, articulate and confident.
- Experience working towards annual targets across multiple channels and financial management.
- High energy, proactive, and a collaborative team player with a positive attitude.
At Sainsbury's, we prioritize work-life balance, offering our colleagues flexibility aligned with their role's requirements. We trust our team to determine how, where, and when they work, blending remote and collaborative efforts with adaptable hours, ensuring ample time for personal pursuits while achieving our business objectives.
We are dedicated to fostering an inclusive workplace, welcoming individuals from all backgrounds. Opportunities for professional growth abound, whether within an evolving team or across the organization. We take development seriously and promise to support your journey. We also recognize and celebrate colleagues who go above and beyond, offering flexible working arrangements where feasible. Joining our team comes with a comprehensive benefits package, including colleague discounts, pension schemes, life cover, performance-related bonuses, and wellness initiatives.
We value the moments that matter, providing generous maternity, adoption, and paternity leave policies.
