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Client Operations Manager
2 months ago
The Client Operations Manager is a pivotal role within our organisation, responsible for the effective and successful management of the client delivery program. This includes Team Management, Communications, Reporting, Auditing and Compliance, Client Support, Quality Control, Training and Development, POS Distribution, and additional tasks where necessary.
We partner with one of the world's largest credit card providers to fulfil a key field marketing function within their wider merchant engagement program. Our client activity is primarily focused on increasing engagement points across a wide range of businesses across 12 European markets through field visits, with circa 500 staff working across Europe.
Key Responsibilities- Manage the Operations team, detailing clear Roles and Responsibilities, setting quarterly KPI's, Day to Day management, and performance reviews.
- Execute the Client delivery program – Agent onboarding, stock management and distribution, team communications, reporting.
- Work with the EMEA Training Manager and Data Team to provide support and ensure all Client reporting requirements are delivered.
- Lead and develop both a Merchant complaints and Client Shadowing process.
- Develop and maintain the necessary administration systems, practices, and procedures to ensure the smooth running of projects.
- Represent the Operations team in Client Meetings.
- Oversee, manage, and control the mechanics and logistics of POP and Uniforms orders and distribution across all European Markets.
- Take a lead in reporting performance, identifying opportunities, recommending solutions to ensure Client targets are delivered.
- Ensure timely audits and accuracy checks of all field data through SIG's internal reporting software Celero, and coordinate feedback through to the relevant channels – Compliance / Training / Data.
- Prepare and lead the agenda for weekly and monthly Operational meetings, co-ordinate requirements, record actions, and follow-ups with both internal and external contacts where needed.
- Develop a Retail Bible on behalf of SIG that centralizes all reporting needs, processes, dashboards, etc. to ensure continuity of activity in the event of sickness or holidays.
- Review and implement process improvements to ensure tasks required are on time and delivered in the most effective way.
- People management with a proven track record of developing a high-performing, results-focused team.
- 5+ years Account Management experience.
- Multiple stakeholder and process management.
- Experience within a client service and client relationship (B2B) management role.
- Excellent communication and outstanding organisational skills.
- An eye for detail, a critical thinker, and problem solver.
- Ability to make quick, informed decisions and implement required actions where needed.
- Strong Excel skills are a must, a knowledge of Power BI would also be advantageous.
- Worked in a data-rich environment, able to produce management reports and presentations.
- Strong influencing, negotiation, and persuasion skills at senior and executive level.
- Understanding of data security, compliance, and regulations.
- Competitive salary.
- 25 days annual leave + 8 bank holidays.
- Laptop, Mobile phone.
- Pension Scheme.
- Employee Assistance Program & Wellbeing Allowance.
- Free daily refreshments in the office, early finish Friday.
At Service Innovation Group (SIG), we strive to create an environment of Diversity, Inclusion & Belonging where every voice is heard and valued. Our Great Place to Work accreditation as best employer of the year for women, reflects our dedication to an inclusive culture. As a carbon-neutral and a living wage employer, we're dedicated to creating a vibrant workplace. Join our dynamic, inclusive environment where your unique contributions drive our success.
For over 40 years, Service Innovation Group has provided best-in-class field marketing solutions for some of the World's biggest brands. With 500 employees in the UK and 40,000 across Europe, we are Europe's number one outsourced people management and consultancy agency.
We are proud to be a carbon-neutral business and work closely with carbon-neutral Britain to support conservation projects to offset our emissions each year. We are also proud to be verified and accredited by the Safe Contractor.
Your journey with us begins with great relationships built by our people - that's why our employee partnership average is 7 years, something we are immensely proud of.
At SIG, we don't just look after our customers; we look after each other. We understand the need to support each other in a busy workplace, and we do our utmost to support the health and wellbeing of all our employees. Our people are our business, and we put our people first, above all else.
