Client Relationship Manager

2 days 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 proactive communication and personalized service.
  • Commercial Awareness: Be aware of commercial aspects of the role and seek opportunities to enhance profitability and client experience.
  • Request Handling: Ensure all finer details are accurate and in line with client expectations, handling requests with precision and attention to detail.
  • Proactive Service: Anticipate clients' needs, ensuring additional services are confirmed to enhance their experience or avoid disappointment, prioritizing clients' satisfaction.
  • Research and Development: Research new experiences to inspire clients and stay up-to-date with industry trends.
  • Booking Management: Check bookings ensuring all 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 relevant suppliers, ensuring CRM is updated with generic special request information.
  • International Liaison: Plan and schedule international activities, ensuring seamless coordination.
  • Client Data Management: Add client details and update client file in CRM, ensuring accurate and up-to-date information.
  • Application Forms: Obtain relevant information and complete application forms for clients, ensuring timely and accurate processing.
  • CRM Updates: Keep CRM updated with all relevant information about client bookings, ensuring seamless communication.
  • Sales Consultant Updates: Keep the relevant Sales Consultant updated with any activity on their bookings, ensuring informed decision-making.
  • Pre-Call Checks: Conduct pre-calls and checks to bookings processed by you prior to booking, identifying upsell opportunities and advising clients of the price during the call.
  • Enquiry Distribution: Distribute enquiries received from website or other distribution channels, ensuring timely and accurate processing.
  • Client Relationships: Build relationships with key clients of your Sales consultants, and during periods of absence, be the point of contact to assist with enquiries.
  • Supplier Events: Attend Supplier Events after hours and Supplier Training to build relationships and enhance knowledge.

Requirements:

  • Confident Communication: Confident, approachable, and enthusiastic communicator with excellent interpersonal skills.
  • Client Focus: Ability to 'think' for clients to stay ahead, anticipating their needs and preferences.
  • Teamwork: Work well under pressure as an individual and in a team, demonstrating strong collaboration and communication skills.
  • Organizational Skills: Organized with strong time management skills, prioritizing tasks and meeting deadlines.
  • Personal Accountability: Strong sense of personal accountability and responsibility, taking ownership of tasks and delivering results.
  • Problem-Solving: Seek solutions when faced with a problem, demonstrating creative and resourceful thinking.
  • Adaptability: Thrive in a busy environment, adapting to changing priorities and deadlines.

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