Client Service Director

WTW is seeking a Client Service Director to join our Midlands team. This is a strategically important role that combines responsibility for both business development and client leadership. The successful candidate will be responsible for winning new business, supporting regional growth initiatives, and leading a portfolio of key client relationships to ensure exceptional service delivery and long-term retention. The role combines a strong external focus with leadership responsibility and offers an opportunity to represent WTW within the local business community while working collaboratively across the wider organisation.

The expected allocation of time is approximately 60% dedicated to business growth and development activities and 40% focused on client management and service delivery.

The Role:

As a Client Service Director, you will work closely with the Regional Director, the Business Development team, Account Directors and colleagues across WTW to deliver sustainable growth while maintaining the highest standards of client service. Your responsibilities will include the following:
Develop and run strategies to identify, pursue and secure new business opportunities across the Midlands region. Build and maintain a personal portfolio of prospects and clients while supporting the overall growth strategy of the region. Represent WTW within the local business community by actively networking, strengthening market relationships and promoting the WTW brand. Collaborate with colleagues across lines of business, industry practices and specialist teams to deliver the most effective solutions for clients and prospects.

Lead the development and delivery of client strategies that support retention, account growth and long-term client relationships. Ensure client service standards are maintained consistently across the portfolio, identifying and escalating risks or concerns where appropriate. Build strong relationships with key stakeholders and decision-makers within client organisations, establishing yourself as a trusted adviser. Contribute to the wider Account Director community by sharing best practices, market insights and industry knowledge.

Support the development and implementation of regional sales strategies and contribute actively to the broader sales community. Actively promote WTW through professional networking channels, including Linked In, and serve as an ambassador for the organisation within the market. Ensure all activities are conducted in accordance with regulatory requirements, internal policies and conduct risk principles, always placing the interests of clients and the integrity of the market at the centre of decision-making.

Support operational governance activities and contribute to the effective management of risks associated with the role and wider business operations. Maintain relevant professional qualifications and actively pursue ongoing learning and development opportunities. What you'll bring:
We are looking for an experienced and commercially minded leader who combines strong business development capabilities with an outstanding record of delivering exceptional client service. A record of developing and winning new business opportunities within a complex and ambitious environment. Extensive experience of building, developing and managing long-term client relationships. Strong leadership capabilities, with the ability to inspire, influence and collaborate effectively across multiple teams and stakeholders.

Excellent communication, negotiation and stakeholder management skills, with the ability to build credibility and influence at all levels. Strong commercial awareness and financial acumen, combined with a clear understanding of business strategy and organisational objectives. Excellent problem-solving abilities and the confidence to navigate complex situations and competing priorities.

Experience of facilitating discussions, building consensus and managing ambiguity within a flexible environment. A strong understanding of regulatory and compliance requirements, including conduct risk principles and governance standards. A cooperative approach, together with the ability to build effective relationships internally and externally. A genuine passion for representing WTW and contributing to the ongoing success and growth of the business.

What We Offer Enjoy a benefits package designed to help you thrive, both professionally and personally. You'll receive 25 days of annual leave plus an extra WTW day to relax and recharge. Our comprehensive health and wellbeing offering includes private healthcare, life insurance, group income protection, and regular health assessments, all giving you peace of mind. Secure your future with our defined contribution pension scheme, featuring matched contributions up to 10% from the company.

We support your growth and balance with hybrid working options, access to an employee assistance programme, and a fully paid volunteer day to make a difference in your…