Client Support Executive

Reporting to:

Head of Commercial (after 4-months will transfer to the Key Account Manager)

CEO, Managing Director, Director of Bids, Head of Bids, Sales Team.

Thornton & Lowe is an independent consultancy that helps organisations win and deliver more public sector and regulated work. We support clients across the full procurement lifecycle, from early opportunity identification and bid strategy through to tender delivery, framework applications, evaluation support, and wider commercial consultancy.

Known for our practical, hands‑on approach, we work closely with clients to understand their goals, provide clear and commercially focused advice, and deliver support that is both compliant and results driven. Our team combines deep sector knowledge with a collaborative, values‑led culture, creating an environment where people are trusted to make a difference, contribute ideas, and play an active role in helping clients succeed.

As the Client Support Executive (CSE), you will work within the business development team and support our clients from the point of handover, coordinating their kick off meetings and having regular contact with them through the delivery process and post submission. The CSE will also support several of our retained clients and work alongside our Key Account Manager, sales team and bid professionals to deliver the service to our clients that Thornton & Lowe are known for.

Take ownership of all ad-hoc project handovers from the sales team to the bid delivery team, coordinating kick-off meetings, gathering project requirements, and ensuring all information is transferred accurately and efficiently.

Support the successful launch of client projects by ensuring all documentation, timelines, contacts, and delivery requirements are agreed and communicated to the relevant stakeholders.

Act as a key day-to-day point of contact for clients following project commencement, ensuring regular communication, prompt responses, and a positive client experience throughout the delivery process.

Maintain regular contact with both clients and bid teams to ensure projects remain on track, identifying potential issues early and escalating concerns where appropriate.

Coordinate post-submission activities, ensuring clients receive updates, next-step guidance, and support throughout the evaluation period.

Proactively obtain submission feedback from contracting authorities and clients, ensuring lessons learned, strengths, and improvement opportunities are captured and communicated to the wider team.

Track tender outcomes and award decisions, maintaining accurate records of results, contract awards, and project outcomes across all relevant systems.

Ensure all project milestones, outcomes, feedback, award information, and client interactions are accurately recorded within Zoho CRM and other internal systems.

Act as the primary point of contact for Bid Mentor clients, providing ongoing support, coordinating service delivery activities, and ensuring a consistently high level of customer service.

Provide account management support for Search & Selection, Bid Administration, lower-level Bid Support Packages, and other services that do not currently have dedicated account management ownership.

Build strong working relationships with clients, supporting retention, repeat business opportunities, and positive long-term engagement with Thornton & Lowe.

Assist with identifying opportunities for service renewals, extensions, and follow-on work, working closely with the Key Account Manager and wider commercial team.

Produce and maintain client tracking reports, project status updates, award trackers, and management information to support operational and commercial…