Strategic Business Lead

3 weeks ago

Birmingham, Birmingham, United Kingdom Inspired Thinking Group (ITG) Full time

**Client Relationship Management Expert**

  1. Build and Maintain Relationships: Foster strong, long-lasting relationships with key client stakeholders, driving client satisfaction and loyalty.
  2. Strategic Account Management: Lead teams to deliver exceptional customer service, embedding ITG as an integral part of clients' business processes.
  3. Marketing and Branding Expertise: Stay up-to-date on the latest marketing and branding trends, providing innovative insights for blue-chip retailers and brands.
  4. Team Leadership and Management: Ensure all team members have documented appraisals, OKRs, and PDPs, facilitating coaching, mentoring, and training as needed.
  5. Product and Service Knowledge: Have a deep understanding of ITG's products and services, showcasing their value to clients.
  6. Problem-Solving and Escalation: Be the go-to person for account team queries, problems, and challenges, supporting as required and raising potential issues internally.
  7. Commercial Acumen: Work closely with ADs, finance partners, and the commercial team to ensure exemplary budgetary and P&L management, driving profitability and providing context for variances.
  8. Management Information and Reporting: Ensure timely and high-quality management reporting (monthly, quarterly, and annually).
  9. Client Reviews and Growth Planning: Prepare effective, engaging client reviews, focusing on key achievements, deliverables, and client pain points and opportunities, and create a growth plan for each client.
  10. Client Acquisition and Retention: Own the client relationship, overseeing all business-as-usual activity, and plan for contract renewals and drive growth within each client.

Requirements

  1. Marketing and Customer Service Experience: Combine experience in marketing and customer service on both client and agency sides in senior roles.
  2. Senior Customer Service Role: Experience in a senior customer service role for retail or hospitality clients.
  3. Team Leadership and Management: Demonstrable team leadership and management experience.
  4. Strategy, Creative, and Content Production: Strategy, creative, content production, and print management experience essential.
  5. Account Transition and Martech: Experience of account transition and Martech implementation.
  6. Pitch Experience: Pitch experience.
  7. Problem-Solving and Commercial Awareness: Good problem-solving skills, especially under pressure, and highly numerate and commercially aware.
  8. Communication and Interpersonal Skills: Strong written, oral, and interpersonal skills.
  9. Technical Skills: Good skills in Excel, Keynote, and PowerPoint.
  10. Self-Motivation and Stakeholder Management: Self-motivated, sets own agenda, managing often conflicting priorities, and management of both internal and external stakeholders.
  11. Service-Led Mentality and Commerciality: Service-led mentality, putting the customer at the heart of everything you do, and commerciality to maximise profits for ITG.
  12. Hunger for Growth and Responsiveness: Hungriness to grow service opportunities within the client for ITG, and being 'on it' always – super-responsive, treat everyone as though they are our customer, communicate clearly and quickly, and keep it positive and up-beat.
  13. Human and Humble Leadership: Being human and humble, compassionate and respectful (confident, but never arrogant), being straight-forward, straight-talking, and honest, and willing to travel, sometimes at short notice.

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