Client Services Manager
6 days ago
We are looking for a Client Services Manager to join our busy team. The Client Services Manager will take full responsibility for building and maintaining relationships and will include budgeting/forecasting responsibilities with our client - a prestigiousmajor UK beauty brand.
In this client-facing role, you will focus on parts, service maintenance and projects with high emphasis on sustainability ensuring all allocated projects and services are fully resourced and completed on time, to budget and to the client’s satisfaction,developing relationships as well as new business opportunities within the account.
Our mission at Momentum is to help brands and retailers manage their retail projects seamlessly. We work with some of the world’s most well-known brands and retailers, managing projects in retail environments from start to finish. From the initial planningstages through to repurposing of materials at the end of the cycle, we are a valued partner to the clients we work with. Our core services are installation, merchandising, aftermarket, and maintenance.
**Client Services Manager - Key Accountabilities**
- Maintain existing account contract agreed financial rate cards including all invoicing and to drive profitability against key targets set.
- Grow billings, identifying opportunities to offer broader services to the account.
- Responsible for ensuring that any agreed process & procedures for operational delivery are best in class, executed correctly and reviewed regularly.
- Ensuring the Aftermarket team are geared for right-first-time delivery and are clearly engaged and briefed to perform any required tasks.
- To forecast workload, to work with Aftermarket operations team and ensure all projects and services have the correct resource available at the right time to deliver effectively.
- Responsible for ensuring excellent customer service and creating regular WOW moments to exceed client expectations.
- Acting as a key client contact and being regarding as the account expert carrying a strong position of trust.
- Understanding client pain points and offering solutions to their challenges. Getting ahead of the problems without adding to them.
- Always managing expectations. Delivering clear and timely communication to clients, internal management and within the Aftermarket team.
- To ensure reporting is best in class and adds value to clients.
The specific KPIs for the role and measured by annual review are detailed below:
- Excellent client feedback measured against SLA.
- Commercial growth by YoY measured spend / targeted profitability of assigned clients.
- Sustainability development - Closed Loop initiative.
- The ability to manage conflicting priorities is essential
- High level of competence in Microsoft Office, specifically Excel
- Excellent organisational, written, and verbal communication skills
- Previous client management experience and a good understanding of retail operations is not essential but would be beneficial
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