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Client Relationship Director

2 weeks ago

Manchester, United Kingdom 0935c124-2ea7-4191-b21c-3f212c50c5ff Full time £50,000 - £90,000 per year

At Matrix, we are revolutionising the way employers, suppliers, and talent connect across the employment landscape. Our mission is simple; we connect people to work. We've been driving innovation in the talent ecosystem for years, and now, with our unique three-sided marketplace strategy, we're disrupting the traditional recruitment process in ways that no one else is.

Our benefits

We are currently working in a hybrid fashion with the ability to work from home, however visiting clients will be a regular aspect of this role.

· Standard Pension – 3% Employers, 5% Employee

· 25 days annual leave (plus Bank Holidays)

· Birthday day off

· 2 Volunteer days a year (to volunteer in the local community)

· Employee Health Benefits (Westfield Health)

· Online discounts platform for major retailers (Westfield Rewards)

· Electric Vehicle Salary Sacrifice Scheme (Octopus EV) and Cycle 2 Work Scheme

About the role

Reporting to the Chief Strategy Officer, the Business Director is a key role that is required to lead and support Matrix's growth and expansion into new market sectors. The Business Director will lead a Client Account Management Team to maximise revenue & margin generation, ensure client satisfaction and deliver contract renewals.

As part of the Leadership Group, the role will play a key role in decision making for Matrix by putting customers' voices at the heart of the business, using customer insight to shape and improve services across Customer Success, Client Service and the wider business.

Duties and Responsibilities

Client Relationship Management

· Leading a team that is both proactive and responsive, and which takes pride in meeting and exceeding customer expectations ​

· Responsible to maintain relationships at a senior level with the company's key customers, ensuring that customers feel their issues are dealt with efficiently and effectively ​

· Responsible for engagement, discussing new products, attend critical QBR meetings with a focus of maximising the client relationship​

· Accountable for resolution through holding the team responsible of escalated operational issues of clients. Working with CAM to identify and mitigate client concerns​

· Translating customer feedback and insight is translated into actionable items and recommendations for the wider business ​

· Hold monthly CAM meetings ensuring wider education and client feedback to enable improved performance​

· Act as a thought leader in the market by attending networking events representing the business and networking with key stakeholders across the industry i.e. supplier/frameworks/influential leaders, sharing insights that elevate Matrix's brand and influence.

Revenue Management

· Responsible for the budget and margin to achieve turnover and net profits of accounts (including an understanding of any additional costs that are incurred to deliver services to clients) ​

· Enabling CRM's to introduce new spend categories and service offerings to clients through effective one to one's​

· Attending and participating in cross functional meeting and pitches, to discuss the overview of new products, initiatives and client requirements and future opportunities​

· Accountable for ensuring fulfilment and SLA's/KPI's are met through CAM team

· Identify new business opportunities, including expansion into additional service categories and cross-selling of Matrix solutions.

· Partner with client stakeholders to uncover cost-saving and revenue-generating strategies.

· Optimise contract longevity, securing renewals and extensions through outstanding service delivery.

Reporting

· Accountable for the accuracy of comprehensive management information ​

· Delivering formal presentations to senior level clients, Senior Management Team and Board of Directors ​

· Managing the team to prepare and report monthly budgets and forecasts and ad-hoc reports as requested

Strategic Contract Management & Retention

· Develop and implement client-specific retention strategies, ensuring long-term partnerships.

· Accountable for all renewals and retention strategy, working closely across internal functions, ensuring have a strategy in place to deliver the account plan.

· Collaborate with the Growth Team on new bids, renewals, and pricing strategies.

· Accountable for the CRM team to work with other departments to ensure signed contracts are received in a timely manner, that they are legally compliant, and the contract reflects the Client agreement. ​

· Partner the PMO team for existing and new clients​

· Responsible for identifying, planning and delivering service improvement projects ​

Management of On-site Delivery

· Provide strategic leadership and operational oversight for On-site Customer Success Executives (CSEs), ensuring they deliver exceptional service aligned with contractual obligations and Matrix standards.

· Set clear performance expectations for CSEs, including KPIs related to client satisfaction, SLA adherence, and operational efficiency.

· Foster a culture of continuous improvement and client-centricity among on-site teams, encouraging proactive problem-solving and innovation.

· Ensure CSEs are equipped with the tools, training, and support needed to represent Matrix effectively and maintain strong client relationships.

· Act as an escalation point for complex on-site issues, working cross-functionally to resolve challenges and enhance service delivery.

· Monitor and review on-site performance metrics regularly, using insights to inform strategic decisions and drive improvements.

What you bring

Thinking and Problem Solving

· Analysing complex contract or budget scenarios to identify the root cause of discrepancies and recommending actionable solutions.

· Anticipating potential issues with client renewals and proactively developing contingency plans to address them.

· Evaluating the effectiveness of service improvement projects and suggesting refinements based on data-driven insights.

Decision Making Responsibility

· Determining priorities for the team when handling simultaneous ad-hoc reporting requests from senior management.

· Approving final versions of management reports for presentation to the Board of Directors.

· Signing off on contract compliance reviews before documents are submitted for client approval.

Scope of Role – Internal and External Influence

· Collaborating with cross-functional teams to ensure contract terms are aligned with organisational objectives.

· Influencing internal process improvements to enhance service delivery for both new and existing clients.

· Representing the company at client meetings and industry forums as a subject matter expert.

Stakeholder Management

· Building strong, trust-based relationships with senior clients and internal stakeholders across different departments.

· Managing expectations of multiple stakeholders during budget and forecasting cycles.

· Facilitating effective communication between the CAM team and the implementation team during client onboarding.

Team Management

· Setting clear objectives and KPIs for the team related to contract turnaround times and reporting accuracy.

· Providing coaching and development opportunities to team members to enhance their analytical and client service skills.

· Overseeing team workload to ensure deadlines for monthly budgets, forecasts, and ad-hoc reports are consistently met.

· Ownership of supporting Engagement across both immediate and wider teams

At Matrix, we celebrate what makes us unique. We are passionate about building and sustaining an inclusive and equitable working environment for all staff. If you require any reasonable adjustments to the recruitment process, do reach out to our HR team who will be happy to help -

Job Types: Full-time, Permanent

Benefits:

  • Additional leave
  • Enhanced maternity leave
  • Enhanced paternity leave
  • Health & wellbeing programme
  • Sick pay
  • Work from home

Experience:

  • Client management : 3 years (required)
  • VMS/neutral vendor: 3 years (required)
  • Logistics: 3 years (required)

Work Location: On the road