Client Relations Team Manager

2M Employment Solutions Ltd
Wilmslow, Cheshire, England
£35000.00 - £45000.00 per annum
21 Aug 2017
19 Sep 2017
2M Employment Solutions
Contract Type
Full Time

Job Title: Client Relations Team Manager
Location: Wilmslow base with ability to travel across the UK
Reports To: Director of Client Relations
Direct Reports: Internal Client Relationship Managers
Salary: £35000 + £10k bonus potential

Key Purpose of the Client Relations Manager

To lead, coach and develop the CRM team and be fully accountable for driving customer retention, in line with agreed targets.

To take full responsibility for agreed retention targets. To proactively plan and prioritise to achieve these through the team.

To collaborate closely with internal stakeholders and colleagues to ensure an exceptional customer journey for our clients.

Key Accountabilities

To lead the CRM team and ensure agreed retention targets are met:

* To ensure the team meet and exceed agreed customer retention targets and daily, weekly, monthly KPIs
* To set stretching individual targets, propose and implement agreed incentive plans and monitor team performance
* To mentor the team and design strategic account plans for all customer segments, identifying growth opportunities
* To produce reliable retention forecasts on a weekly basis
* To provide training and mentoring support to the team (e.g. objection handling, negotiation techniques, forecasting accurately, etc)
* To ensure the team review accounts' status/usage annually to identify renewal challenges and upgrade opportunities.
* To ensure the team follows agreed procedures, record all correspondence (visit reports, Salesforce, etc)
* To maintain an up-to-date knowledge of the company's product offering and how it compares to competitor offerings, and ensure this knowledge is cascaded to the team on a regular basis

Qualifications & Experience

* Degree level education
* Proven experience of leading and developing a retention focussed account management team (ideally gained in a B2B environment)
* Experience of retaining volume accounts (5,000 client plus)
* Experience in managing subscription based accounts a plus

IT Experience

* Good working knowledge of Excel and PowerPoint
* Experience of working with a CRM systems (preferably Salesforce)

Skills & Competencies

* Strong planning and organisational skills
* Solution selling skills
* Leadership, coaching and mentoring skills
* Budget management skills - numerical finesse & budget forecasting
* Presentation skills
* Project management skills - resourceful, innovative & able to cope under pressure
* Ability to communicate at an executive level with confidence and authority
* Deadline and goal orientated
* Fluent spoken and written English

Personal Attributes

* Developed sales technique
* Self-motivated & result orientated
* Creative, confident and enthusiastic to work in a dynamic environment
* Leader and team player
* Sound relationship management and networking skills
* Proactive and willing to learn
* Able to work under pressure
* Excellent interpersonal skills

The Company

Our products and services are not a hard sell as they really deliver value add to our clients who renew with us time after time.

We've been through some changes and there will be more to come as we build our Company to be even better than we are now. Passionate about exceptional customer service (internal and external), we employ experts in their field who can help us deliver our ambitions. We're proud to do things differently and we work together to deliver great results.

So if you want to work for a growing Company in a team of like-minded individuals, are passionate about what you do and are able to adapt and grow with the business, we'd love to hear from you.

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