Client Service Director - Watford, United Kingdom - Service Innovation Group

Service Innovation Group
Service Innovation Group
Verified Company
Watford, United Kingdom

1 week ago

Tom O´Connor

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Tom O´Connor

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Description

Job Title:
Client Service Director


Salary:
£65,000 (negotiable) plus 10% bonus based on experience


Location:
Hybrid, 1-2 days per week at the Watford Head Office & 1-2 client visits per month in London


Hours:
Monday to Friday, 40 hours per week


Contract:
Permanent


Job Summary


The Client Service Director (CSD) is required to lead, develop & grow one of SIG Europe's largest and longest serving clients.

The client, one of the World's largest credit card providers, partners with SIG Europe to fulfil a key field marketing function within their wider merchant engagement programme.

The client activity is primarily focussed on increasing their engagement points within High Street retailers across 12 European markets using Field staff in each market, with circa 500 field staff working on the activity in the UK alone.


The European wide programme is centrally managed from the UK; the CSD is responsible for the strategic direction of the account, the client contact and for the operational delivery of the UK Client Services Team which consists of a Senior Client Services Manager, Training Manager and Data Reporting Analyst.

The CSD will form close relationships with senior client stake holders, with a view to continually review strategy and strengthen client partnerships.


The CSD role requires strong leadership qualities, a sense of vision and a drive for improvement to effectively grow and develop the account through effective management of the UK Client Services Team and stakeholder management across Europe; leading them to deliver against client service level agreements, to achieve a high standard of field outputs, insight and analysis whilst also continually identifying areas for improvement, enhancing the service provision and execution across the account.


Role Responsibilities

  • Provide strategic direction and build associated action plans for client accounts based on a strong understanding of their marketing and business objectives.
  • Drive change and innovation within the business and client account.
  • Manage the Client Services team (Senior Client Services Manager & Data reporting Analyst), providing strategy & direction, leading them to grow existing client accounts.
  • Manage the EMEA Training Manager, primarily responsible for, but not limited to, driving field performance across all 12 markets.
  • Work with the overall Account management and Data Reporting team to ensure all reporting is delivered at a high standard and within agreed service level agreements (SLA's). Regularly provide additional activity insights, remaining one step ahead of the client requirements.
  • Own the relationship with all internal European partner agencies, ensuring their SLA's, financials and KPI's are exceeded.
  • Nurture & develop the client relationship, regularly seek feedback, drive increased client satisfaction scores and engagement.
  • Negotiate beneficial and competitive rate cards and contracts with client procurement teams.
  • Manage the client budget versus the agreed rate card and expenditure categories.

Desirable experience & skills

  • 5+ years Account Management/Directorship.
  • Multiple stakeholder process management.
  • Client service and client relationship (B2B) management role, handling multiple complex clients or accounts.
  • Proven people management experience with a proven track record for managing and developing a team.
  • Management of a multimillion pound budget
  • Strong influencing, negotiation, and persuasion skills at senior and executive level.
  • Ability to make quick, informed decisions and actions within a variety of work streams.
  • Strong experience in managing data resolutions, requests, or reporting.
  • Previous Field Marketing experience is preferred.
  • Field Operations experience is desired.
  • Technical skills in incident and issue resolution as well as managing and using internal IT / CRM systems.
  • Good understanding of data security, compliance, and regulations

What we offer in return

  • Competitive salary
  • Company car or car allowance
  • Buy and sell holiday
  • 25 days annual leave + 8 bank holidays
  • Mobile phone and laptop (option to choose Windows or Mac)
  • AXA private medical and dental insurance
  • NOW Pension or Stakeholder Pension
  • Employee assistance programme
  • Life assurance
- £50 monthly wellbeing allowance through Heka (Variety of wellbeing products and services available including gym membership)

  • Free daily refreshments in the office and free Friday lunch, with an early finish on a Friday.
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