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Client Relationship Manager

2 months ago

Chester, Cheshire, United Kingdom The Business Connection Group Full time

Job Summary:

The Client Relationship Executive will be responsible for providing a comprehensive and proactive service to all clients and agents, whilst constantly looking for commercial opportunities to enhance the client experience for seamless services and upsell opportunities when conducting pre-calls.

Key Responsibilities:

  • Deliver Exceptional Customer Care: Provide genuine relationship management and exceed clients' expectations through exceptional customer care.
  • Commercial Awareness: Be commercially aware in all aspects of the role and seek opportunities to enhance profitability as well as an enhanced experience for the client.
  • Request Handling: Handle requests ensuring all the finer details are accurate and in line with client expectations.
  • Proactive Service: Be proactive, with foresight to think ahead, anticipating clients needs and ensuring additional services are confirmed to enhance their experience or to avoid disappointment, putting the clients first and considerations of how you can WOW them.
  • Research and Development: Research new experiences to inspire clients.
  • Booking Management: Check bookings ensuring all the finer details are accurate and in chronological order as per minimum standards.
  • Pre-Booking Details: Pre-book details and any special requests for clients, liaising with the relevant suppliers, ensuring CRM is updated with generic special request information.
  • International Liaison: Plan and schedule international liaison.
  • Client Data Management: Add client details and update client file in CRM.
  • Application Forms: Obtain relevant information and complete application forms for clients.
  • CRM Updates: Keep CRM updated with all relevant information about client bookings.
  • Sales Consultant Updates: Keep the relevant Sales Consultant updated with any activity on their bookings.
  • Pre-Call Checks: Conduct pre-calls and checks to bookings processed by you prior to booking and identify upsell opportunities advising clients of the price during the call.
  • Enquiry Distribution: Responsible for distributing enquiries received from website or other distribution channels.
  • Client Relationships: Build relationships with key clients of your Sales consultants and during periods of absence, be the point of contact to be able to assist with enquiries.
  • Supplier Events: Attend Supplier Events after hours and Supplier Training to build relationships and enhance knowledge.

Requirements:

  • Communication Skills: Confident, approachable and enthusiastic communicator.
  • Problem-Solving: Ability to 'think' for clients to stay ahead.
  • Time Management: Work well under pressure as an individual and in a team.
  • Organisation: Organised with strong time management skills.
  • Accountability: Strong sense of personal accountability and responsibility.
  • Adaptability: Seek solutions when faced with a problem.
  • Thriving Environment: Thrive in a busy environment.