Client Service Manager

6 days ago

Dublin, Dublin City, Ireland CPM Ireland Full time

The Purpose of the Role:

To exceed client expectations by adding value beyond the agreed Key Performance Indicators (KPIs) and to build CPM's business by developing the services provided to them.

To deliver, as a minimum, planned budget spend and to deliver agreed profit levels to CPM.

Key Responsibilities:

  • Maintenance and development of client relationships, including regular meeting to review performance of the operation, both financially and against KPIs agreed
  • To validate and interpret client reports and results, in order to provide executive summaries and provide appropriate recommendations to clients
  • Identification of business development opportunities and preparation of and/or provide assistance to the Client Service Director to prepare and present profitable strategic proposals to add value to the client operation and extend the services provided
  • To monitor and control budgets, ensuring sales and profit targets are met. To assist the Client Service Director in the preparation and negotiation of the operating budget for the following year
  • To complete face-to-face client budget reconciliation meetings within six weeks of the period end
  • To ensure the correct operational departments are fully briefed in time to be able to deliver the services required to fulfill the client's objectives and maximize profitability to CPM
  • To keep fully up to date on client businesses, objectives and marketplace, to enable business-focused discussion and proposal of proactive operational solutions
  • To maintain a full understanding of CPM's services, competition and marketplace, to enable business discussion and proposal of proactive operational solutions
  • To maintain a full understanding of CPM's services, competition and marketplace, in order to proactively advise and support client business needs
  • To provide an executive summary to accompany all client monthly reports
  • To provide assistance to Senior Manager on all client and team-related issues where required
  • To recruit, train, motivate, and develop direct reports and to ensure the field operation is effectively managed by being fully briefed, trained, and equipped to fulfill the set tasks
  • To maintain and develop systems to measure the achievement of objectives, including an appropriate level of field accompaniment and auditing
  • To encourage an environment of coaching, learning, and development within the team
  • To conduct annual and mid-year appraisals for field team meetings
  • Continuously review the client's business to identify and secure additional revenue streams from existing clients
  • Demonstrate a good understanding of all CPM business units in order to capitalize on identified opportunities
  • Prepare and conduct a formal annual review with the client focussing on innovative developmental , recommendations drawn from best practice examples in use elsewhere within CPM
    • To generate new ideas and ways of working
    • To consistently strive to reach the highest standards of performance for customers.
    • To ensure at all times that you operate in an effective and efficient manner to complete all tasks.

Requirements

  • Educated to Degree Level or Equivalent
  • Management experience in a similar sales or service environment
  • Excellent client management skills
  • Good Financial acumen with the ability to prepare and control budgets
  • Previous experience in motivating teams and developing work relationships
  • Good report writing ability
  • Ability to manage delivery against tasks of varying complexity from the planning phase, through identification of critical path analysis, milestone measurement to final implementation and evaluation
  • Ability to present across all media to a high standard
  • Strategic and commercial awareness

Benefits

  • Competitive basic salary
  • Performance bonus
    • Employee Assistance Program
    • Structured Personal development supported by internal and external development activities
    • Companywide recognition awards
    • Discounted Health Insurance and access to company pension provider
    • Active Diversity and Inclusion teams across the business
    • IVF Support Policy
    • Regular Company events and activities
    • Product Discounts
    • Bike to Work Scheme
    • TaxSaver Scheme – discounted travel tickets.
    • Referral payment schemes

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