Purpose of the Job:
Responsibility for the overall client relationship and development of core designated accounts (Financial / Asset Management Markets).
To manage the overall relationship in support with the Client Services Team Managers and Client Services Account Mangers for all allocated client accounts and mailings ensuring service excellence is achieved through
A "can-do" and efficient approach to service.
100% quality of output for all aspects of account management.
Adherence to all deadlines/service level agreements (SLA’s).
The overall goals are to nurture and retain the core clients the company already has, whilst reducing the overall cost of client service
To ensure that clients receive pro active, excellence service, maximising the potential for business within that client. To be a central management representative for the onsite Account Manager and team and to ensure that the account is being managed in the most efficient way.
Commercially astute, your key responsibility to the clients is to maintain a high level of service throughout the contract insuring smooth delivery of all commitments which ultimately leads to a client renewal without rebid.
In addition you will be targeted to up sell additional service lines and new products generating additional revenue.
Develop existing client business and accounts, looking to increase revenue at all times.
As a Relationship specialist you will be the single point of call for Premium Service Clients dealing with any clients operation queries being resolved. You will have a regular health check calls, reviewing monthly MI and meeting clients as much as possible to enhance the relationship.
Working with the Head of Client Services to develop and implement the short, medium and long term strategy for the clients.
To meet with customers on a regular basis to review the service offered and check customer satisfaction.
Prepare monthly KPI reports and ensure that all meetings are focused on opportunities and resolution of any issues.
Prepare and attend formal review meetings with client.
Drive the growth and retention of key existing clients through value added relationships, insight and intimate knowledge of customers.
Act as point of escalation.
Senior Project work as and when required dependant on client need.
Excellent interpersonal skills with the ability to build strong client relationships at senior level.
Understanding of the supplier management role in a financial services environment.
Strong Client Service mentality.
Strong communications skills and ability to build and maintain positive relationships.
Build strong and effective relationships with internal and external clients.
Generate sales leads and provide input to the Sales Director in defining the value proposition to the client.
Project Plan together with the Project Manager and/or Strategic Relationship Manager to ensure the successful and seamless introduction of new customer accounts to the team.
Regularly review work for the allocated clients to ensure maximum profitability of accounts.
Regularly track and forecast revenue for the Head of Client Services.
Research the client organisation and industry (Financial / Asset Management Markets) to identify opportunities and any industry issues which we should help them address through face to face meetings with clients contacts, networking etc.
Review client spend vs forecast and address any issues arising.
Develop an annual account plan to identify service commitments, SLA’s, contracts, client reporting, internal reporting and forecasting.
Work closely with the Strategic and Projects team to ensure that global projects and campaigns are focused on effectively.
To ensure that all work undertaken is correctly prices to ensure maximum profitability.
Hold client meetings providing minutes and ensuring any actions are completed as required.
Undertake client presentations with the production of a presentation.
Remaining calm under pressure at all times.
Create training plans for the team and members with assistance from the Account Manager.
Consistently demonstrate strong influencing skills i.e. confident, assertive, diplomatic.
An absolute requisite for this role will be previous Client management experience within the Asset Management or Wealth Management markets.
Knowledge of the Print / Mail Industry in particular transactional print would be an advantage although not essential.