Head, Client Management

Overview:

The Head of Client Management plays a crucial role in overseeing and managing all aspects of client relationships within the organization. This position requires exceptional leadership skills, strategic thinking, and a deep understanding of client needs and industry trends. The individual in this role will be responsible for driving client satisfaction, retention, and growth through effective management of the client management team and implementation of client-centric strategies.

Responsibilities:

1. Strategic Planning: Develop and implement strategic plans to effectively manage and grow client relationships in alignment with the organisation's goals and objectives.
2. Client Relationship Management: Build and maintain strong relationships with key clients, understanding their needs, challenges, and objectives to ensure their satisfaction and loyalty.
3. Team Leadership: Lead and mentor a team of client managers, providing guidance, support, and coaching to ensure high performance and achievement of targets.
4. Business Development: Identify opportunities for business expansion and revenue growth within existing client accounts, collaborating with sales and marketing teams to capitalise on these opportunities.
5. Client Retention: Develop and implement retention strategies to minimise client churn and maximise client lifetime value, including proactive communication, problem-solving, and value-added services.
6. Client Advocacy: Serve as the primary advocate for clients within the organisation, ensuring their voices are heard and their needs are addressed in product development, service delivery, and support processes.
7. Performance Monitoring: Monitor and analyze key performance metrics related to client satisfaction, retention, and revenue generation, providing regular reports and insights to senior management.
8. Risk Management: Identify and mitigate risks associated with client relationships, including contractual issues, service delivery challenges, and client dissatisfaction.
9. Collaboration: Collaborate cross-functionally with internal teams, including sales, marketing, operations, and finance, to ensure a coordinated approach to client management and service delivery.

Requirements:

1. Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
2. Proven experience in client management, account management, or a similar role, preferably in a B2B or service-oriented industry.
3. Strong leadership and managerial skills, with a track record of effectively leading and developing high-performing teams.
4. Excellent communication and interpersonal skills, with the ability to build rapport and trust with clients at all levels of an organization.
5. Strategic thinking and problem-solving abilities, with a focus on driving business results and achieving client satisfaction.
6. Analytical skills and proficiency in data-driven decision-making, with the ability to interpret and leverage client metrics and insights.
7. Knowledge of industry best practices in client management, customer experience, and relationship building.
8. Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities effectively.

Location: Central