Client Services Manager - Northern Counties - C. pa

Overview

As a result of continued growth our Client is seeking an experienced Client Services Manager with sound industry knowledge and strong leadership skills to join their team. This is a key client services management post within a highly progressive multi channel print company.

Reporting directly to the Client Experience Director, you will need to demonstrate your ability to multitask, define priorities and demonstrate strong analytical and leadership skills working in a high pressure, service led, fast paced environment.

You should have extensive knowledge of the print, direct mail, web to media and marketing industry, processes and be able to demonstrate exceptional customer service skills at all levels and ideally should come from a similar background or be someone who is looking for a challenge to step up to.

• Work within the client's Executive Management Team
• Manage the Client Services teams ensuring performance is commensurate with expected Job roles
• Undertake strategic quarterly reviews with the client base
• Mentor and coach team members
• Ensure that client services processes and procedures are efficient and documented
• Fully responsible for the performance and delivery of the Client Services Team
• Champion process conformance and measure progress, adapting where necessary with relevant stakeholders in the business
• Proactively lead the team and be the immediate point of contact for team members, key clients and directors to deliver exceptional customer service
• Fully train and mentor staff where needed, creating personal development plans to improve
• Measure and report on performance
• Support the team members with regular service reviews with clients
• Provide management reporting to the Board as agreed
• Ensure all accounts are adequately resourced
• Plan with growth and development upcoming resource needs when implementing new business and interview to appointment stage with your Director
• Champion and manage the Client Experience program and act on feedback
• Work with the team on management information systems and own from a CRM perspective
• Perform all HR actions pertaining to team performance and reviews

• Excellent organisation and communication skills
• Process led and methodical
• Strong attention to detail
• Able to work on own initiative and as a fully-fledged member of the team
• Strong organisational and leadership skills
• Someone who can build trust, values others, communicate effectively, drive execution, and focus on delivery to customers
• Strong Direct Mail and marketing knowledge
• Able to mentor and assess the needs of personnel supporting and training them where applicable
• Personable character with a positive work ethic

Due to the nature of our Client’s business, all successful applicants will be required to complete a basic criminal records disclosure.

We prefer MS Word format (.doc or .docx). Please submit CV in Word rather than PDF.

• Pension scheme
• Birthday Bonus Holiday
• Death in Service Scheme
• Childcare vouchers – and lots more

This position has now been filled.