Client Relationship Manager

Job Description

We’re looking for an experienced Client Relationship Manager to join an exciting global company.As Client Relationship Manager, youll be responsible for providing a high level of customer service and building strong relationships withclients. Youll be the face of the company, managing interactions with clients, resolving any issues, and ensuringcustomer satisfaction.To be successful in this role, you should have excellent communication and interpersonal skills, be able to work independently, and have excellent problem-solving skills. You should also be organised and have a strong customer service background whilst beingableto think strategically and commercially and be capable of identifying new business opportunities.The Role:Colleagues

• To manage, recruit, induct and train CSA(s) including managing your teams personal development, bi-annual performance reviews and monthly one-to-ones.
• Responsible for maintaining team retention equivalent to the business average
• To encourage and build cross-centre understanding and expertise
• To manage staffing levels to ensure adequate cover is provided at all times

Clients:

• Take responsibility for and delivery of client service standards, promptly resolving all clientqueries
• Understand the output of the client feedback survey and NPS, ensuring a development Action Plan is delivered – owning the success of the NPS and growth plan;
• Own and drive the client journey from end to end, exceeding client expectations and maximising conversion
• Be responsible for the onboarding, managing and retention of clientsas per the Company target in line with the financial requirements of the business within your Centre budget / forecast.
• Ownership for ensuring that the Centre is run in a safe and compliant way, in line with Company policy and legislative requirements. This includes regular audits and control checks to ensure compliance across all processes and for all products and services.
• Manage client move out efficiently, cost effectively and smoothly, including any build works project management.
• Manage all IT and telecommunications within the building, including troubleshooting, within Company guidelines.

Commercials

• Take responsibility for the commercial success of your building/s.
• Achieve budgeted profit
• Control budgeted expenditure including monitoring and ordering of consumables and stock, using ordering efficiencies
• Identify opportunities to maximise revenue through additional products and services, expansions and cross-Centre commercial opportunities. Display commercial acumen when forecasting future revenue, leveraging the Centre assets fully
• Ownership of preparation and accuracy of Centre forecasts
• Identify, and create/participate in, networking opportunities that could positively impact the business

What you will bring:

• Have the confidence, presence, gravitas and credibility to “hold your own” in negotiation with Clients and senior figures
• Have experience working in B2B and B2C
• Have a passionate drive to succeed
• Have a genuine interest in the continual development of yourself and your team
• Be articulate
• Have a positive attitude
• Be able to adapt to different personalities, at differing levels of seniority
• Be flexible and able to adapt in an ever-changing environment
• Have experiencemanaging and developing a team
• Have a background in the sector, or in hospitality, leisure/fitness or retail

If you have the right skills and experience, we would love to hear from you!