Client Service Manager

Overview

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 clients.

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 meetings to review performance of the operation, both financially and against KPIs agreed
- Validate and interpret client reports and results, in order to provide executive summaries and appropriate recommendations to clients
- Identify business development opportunities and prepare 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
- Monitor and control budgets, ensuring sales and profit targets are met. Assist the Client Service Director in the preparation and negotiation of the operating budget for the following year
- Complete face-to-face client budget reconciliation meetings within six weeks of the period end
- Ensure the correct operational departments are fully briefed in time to deliver the services required to fulfill the client’s objectives and maximise profitability to CPM
- Keep fully up to date on client businesses, objectives and marketplace, to enable business-focused discussion and proactive operational solutions
- Maintain a full understanding of CPM’s services, competition and marketplace, to enable business discussion and proactive operational solutions
- Maintain a full understanding of CPM’s services, competition and marketplace, to proactively advise and support client business needs
- Provide an executive summary to accompany all client monthly reports
- Provide assistance to Senior Manager on all client and team-related issues where required
- Recruit, train, motivate, and develop direct reports and ensure the field operation is effectively managed by being fully briefed, trained, and equipped to fulfill the set tasks
- Maintain and develop systems to measure the achievement of objectives, including an appropriate level of field accompaniment and auditing
- Encourage an environment of coaching, learning, and development within the team
- 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 focusing on innovative development, 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

Qualifications

- 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

Additional Benefits

- 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

Equal Opportunity

At CPM, we believe that a diverse, equitable and inclusive workplace makes us a more relevant, more competitive, and more resilient company. We welcome people from all backgrounds, ethnicities, cultures, and experiences. CPM is an equal opportunity employer. We do not discriminate on the basis of race, colour, ancestry, religion, national origin, sexual orientation, age, citizenship, marital or family status, disability, gender identity or expression, or any other legally protected status.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment

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