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Client Services Manager

Posted 6 February by GFM Easy Apply Ended

The Client Services Manager is expected to take full ownership of some of our high profile Contact Centre and Marketing Services clients. This role requires a client focused individual dedicated to delivery of exceptional client services.

Main Duties:

  • Manage the delivery of a portfolio of Contact Centre and Marketing Services clients;
  • Achieve and exceed client’s expectations;
  • Forge excellent client working relationships through proactive leadership and communication;
  • Maintain client satisfaction & retention;
  • Achieve targets for growing client related revenue and profit;
  • Explore growth opportunities with existing and new clients;
  • Prepare commercial client proposals and deliver client presentations;
  • Develop and manage effective campaign strategies;
  • Prepare and present high quality management information reporting on a monthly and quarterly basis;
  • Plan and implement efficient processes and systems;
  • Add value to client decision making through a strong and trusted knowledge of Contact Centre and Marketing Service delivery;
  • Develop a full awareness and monitor client competitors;
  • Proactive engagement with clients through regular communication and effective service delivery;
  • Promote the company to existing and new clients;
  • Accurately record time spent working on each specific campaign on company timesheets.

The successful candidate will be flexible to perform other duties as and when required to ensure the smooth running of the organisation and to meet the needs of the business and its clients.

Professional Skills & Abilities

  • Proven experience in Client Services delivery (preferably in the holiday industry)
  • Strong client management and relationship skills;
  • Ability to successfully lead, motivate, maintain and grow an effective team;
  • Proven ability to form and implement strategies;
  • Proven ability to assist and influence client decision making;
  • Strong listening and questioning skills;
  • A detailed and analytical approach to researching and analysing opportunities to increase revenue;
  • Strong Commercial awareness;
  • Confidence in presenting technical and digital marketing information in a variety of mediums to stakeholders;
  • Excellent report-writing, analytical and project management skills;
  • Experience in working to and delivering against tight deadlines

Interpersonal Skills & Abilities

  • A Confident and clear thinker, with expert communication & interpersonal skills;
  • Able to communicate effectively at all levels of stakeholder management;
  • Highly organised with meticulous attention to detail;
  • Cost conscious, profit driven;
  • Strong relationship builder, internally and externally;
  • Capable of hands on problem-solving, with ability to generate ideas and solutions;
  • Positive, progressive attitude;
  • Hands on with a 'can do’ attitude

Key Competencies:

  • Customer Focus:Builds and maintains customer satisfaction with the products and services offered by the organization;
  • Decision Making & Judgment:Makes timely, informed decisions that take into account the facts, goals, constraints, and risks;
  • Negotiating Agreements:Reaches deals or compromises;
  • Researching Information:Identifies, collects, and collates data for analysis and decision-making;
  • Self- Management:Manages own time, priorities, and resources to achieve goals;
  • Strategic Vision:Sees the big, long-range picture;
  • Teamwork:Promotes cooperation and commitment within a team to achieve goals and delivery.

Required skills

  • Client Services
  • Contact Centre
  • Customer Satisfaction
  • Strategies
  • Manage Client Relationships

Reference: 34407548

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