Client Relationship Manager

Location:

Home Based

Department:
Customer Experience / Activate Collision Solutions

Contract type:
Permanent / Full-time

We’re looking for a Client Relationship Manager to join our Customer Experience team!

The Client Relationship Manager is responsible for managing and growing key motor insurance and broker client relationships. Working closely with other areas of the business they will ensure the delivery of exceptional service across all departments in alignment with our operational and strategic goals.

Working closely with department heads, the Business Development Director and the Managing Director they will lead current client engagement including performance reviews, service innovation and continuous improvement delivery.

In addition, they will spot commercially viable opportunities for growth and the introduction of additional company and group services.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Client retention and development:

• Own and manage strategic relationships with multiple stakeholders inside current client base.
• Understand each client's business model, claims processes, cost drivers, and strategic priorities, tailoring our service offerings to align with their operational and commercial goals.
• Lead service and performance reporting reviews, supported by Network Operations. Create presentations and reports for the purpose of the same.
• Attending industry events with clients to promote Activate Collision Solutions and its proposition, galvanising relationships with key client stakeholders.
• Represent Activate Collision Solutions with credibility and authority in client-facing forums, senior reviews, external events, strategic planning sessions and as required.
• Build strong, trusting relationships across internal and external stakeholder groups, involving the right people early and communicating openly and respectfully to strengthen long-term partnerships.
• Act as a senior escalation point for complex client issues, ensuring swift, high-quality resolution and sustained client satisfaction.

Commercial Performance:

• Take responsibility for the retention, profitability, and growth of the client portfolio, delivering against revenue, margin, and volume targets.
• Identify and pursue opportunities for account growth, service enhancement, wider group cross-sell, and innovation.
• With the Managing Director and other senior stakeholders, Lead contract renewals, commercial negotiations, and tender responses, protecting and improving commercial terms where possible.
• Monitor market trends, regulatory changes, and competitor activity to inform account strategy and keep Activate Collision Solutions ahead of the industry.
• Use insight and data to inform decisions and direction, tracking performance against KPIs and translating analysis into clear commercial action.

Service Delivery and Operational Excellence:

• Lead regular service reviews and performance reporting, working with internal stakeholders to ensure SLAs and client expectations are consistently met or exceeded across the business.
• Collaborate with internal teams to ensure seamless, high-quality delivery.
• Assist in driving continuous improvement in service quality, efficiency, and customer outcomes, challenging outdated ways of working and championing better ones.
• Support the development of bespoke solutions, aligned to our core activities for insurer and broker clients.
• Anticipate delivery risks early and remove barriers before they escalated, keeping progress on track and clients informed.

This role is…