Client Executive

Client Executive

Contract – 12 months Fixed Term Contract

Location – Hybrid with occasional travel to Andover Office

Hours – Monday to Friday 9am to 5pm

As Client Executive, you'll be joining our Sales Operations Team, supporting our Healthcare and Denplan functions. This team is the engine behind our sales and marketing success, focused on improving outcomes, enhancing client experiences, and helping us achieve our ambitious growth plans.

Reporting to our Sales Operations Manager, you’ll be responsible for managing and developing client relationships, ensuring high levels of service, and identifying opportunities for growth. You will act as a key point of contact for clients, handling queries, resolving issues, and collaborating with internal teams to drive client satisfaction, retention, and business expansion. This role requires a proactive approach to account management while delivering excellent service and operational support.

• Develop and maintain strong relationships with clients, brokers, and key decision-makers to drive satisfaction and loyalty.
• Support client retention efforts, ensuring portfolio retention rates are met or exceeded.
• Establish relationships with internal stakeholders, product and service experts, and third-party intermediaries to optimise service delivery and client engagement.
• Act as a trusted advisor, responding to client queries efficiently across multiple channels (phone, email, chat).
• Address and resolve client issues and complaints in a timely and professional manner, ensuring a positive client experience.
• Ensure service level agreements (SLAs) and response times are met, maintaining high-quality client interactions.
• Maintain accurate and up-to-date records in the CRM system to support effective client management and reporting.
• Identify and secure opportunities for expansion, cross-selling, and upselling of additional products and services.
• Support the creation of tactical business plans to help clients enhance their wellbeing strategies and integrate our solutions.
• Coordinate and secure development meetings, bringing in relevant product and service experts to consult on tailored client needs.
• Share relevant collateral and insights to educate clients and drive employee engagement.