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Client Relations Manager

2 months ago

Milton Keynes, Milton Keynes, United Kingdom Opem Systems Limited Full time
Job Overview

Position: Client Services & Project Delivery Manager

We are a specialized electronic security firm seeking a proactive and commercially savvy professional with an entrepreneurial mindset. A curious nature and practical common sense are essential to thrive in our family-oriented business environment.

As the Client Services & Project Delivery Manager, you will oversee and enhance all facets of client interactions, ensuring satisfaction, loyalty, and growth. You will serve as a key liaison between our organization and its clients, championing client needs and ensuring their expectations are consistently met or surpassed.

Key Responsibilities:

1. Client Relationship Management:

  • Forge and nurture robust, enduring relationships with clients.
  • Act as a primary contact for client inquiries, requests, and escalations.
  • Comprehend clients' objectives and effectively relay them to internal teams.
  • Conduct regular check-ins with clients to gauge satisfaction and identify areas for enhancement.

2. Client Communication:

  • Proactively engage with clients to provide project updates, address concerns, and collect feedback.
  • Serve as a conduit between clients and internal teams, ensuring seamless communication.
  • Prepare and present regular reports and presentations to clients regarding project status, performance metrics, and strategic insights.

3. Service Delivery and Support:

  • Collaborate with internal teams to guarantee timely service delivery that meets client expectations.
  • Act as the primary contact for clients, promptly addressing and resolving any issues or concerns.
  • Continuously assess service quality and implement necessary improvements.

4. Team Leadership and Collaboration:

  • Guide and mentor the client services team, providing training and support to foster high performance.
  • Work in tandem with other departments such as sales, marketing, and operations to ensure a unified approach to client service.
  • Establish and advocate for best practices within the client services team to ensure consistent, high-quality service delivery.

Project Delivery Responsibilities:

1. Project Initiation:

  • Clearly define project goals, scope, and deliverables in collaboration with stakeholders.
  • Create a project charter that formally authorizes the project and outlines key aspects, including stakeholders, objectives, and constraints.
  • Identify all stakeholders and assess their needs, expectations, and influence on the project.

2. Project Planning:

  • Develop a detailed project plan encompassing scope, timeline, resources, budget, risk management, and communication strategies.
  • Determine required resources, including personnel, equipment, and materials, and allocate them efficiently.
  • Set key milestones and deadlines to monitor progress and ensure timely project completion.

3. Project Execution:

  • Lead and coordinate cross-functional teams to effectively implement the project plan.
  • Ensure efficient resource utilization while keeping the project within budget.
  • Utilize project management tools and methodologies to track progress, manage changes, and achieve project objectives.

4. Project Monitoring and Control:

  • Continuously monitor project progress against the plan, identifying deviations or potential issues.
  • Proactively identify and mitigate risks that could impact project success, implementing contingency plans as necessary.
  • Ensure all project deliverables meet required quality standards and satisfy stakeholder expectations.

5. Project Communication:

  • Maintain regular communication with stakeholders, providing updates on project status, risks, and changes.
  • Facilitate effective communication within the project team, ensuring alignment with project goals.
  • Keep accurate and up-to-date project documentation, including reports, meeting minutes, and progress updates.

Qualifications:

  • Minimum of 5 years' experience in a similar capacity.
  • Demonstrated experience in client services, account management, or a related field.
  • Exceptional communication and interpersonal skills.
  • Strong project management capabilities, with the ability to multitask and prioritize effectively.
  • Analytical mindset with the ability to interpret data and make strategic recommendations.
  • Familiarity with the industry or market served by the company is advantageous.
  • Proficiency in CRM software and Microsoft Office Suite.

Skills:

  • Outstanding customer service abilities.
  • Strong negotiation and conflict resolution skills.
  • Detail-oriented with excellent organizational capabilities.
  • Ability to work independently and collaboratively within a team.
  • Adaptability and flexibility to navigate changing client needs and priorities.
  • Leadership qualities to inspire and motivate team members.