Client Services Manager

Salary: £57,600 – £72,000 per year

Our client provides communication solutions for some of the world’s biggest brands through digital customer experience programmes, direct mail campaigns and POS material, to name but a few. Providing “best in class” customer experience is at the heart of everything they do.

The Role

You will manage the Client Services Team assigned to you, ensure the team delivers service excellence in accordance with customer requirements and business needs.

You will support your team to deliver work and projects by taking personal responsibility for allocated tasks. You will work closely with your team to develop successful client relationships and deliver on agreed objectives.

Key Duties and Responsibilities 

• Respond timely and professionally to all client and sales enquiries, ensuring your team members are doing the same.

• To work in close partnership with all external and internal departments promoting a supportive, “can-do” culture.

• Manage key client accounts and adhoc mailings in accordance with the needs of the business.

• Be the escalation point for team members, clients and internal stakeholders.

• Support internal teams to ensure the quality of all work that is delivered to the client is of the highest standard.

• Identify opportunities to impact client efficient operations. 

• Act as a “change agent” adopting and implementing change to process and new ways of working.

• Learn and understand group products and solutions in order to converse with clients addressing their business challenges. 

• Ensure all invoicing is completed promptly and accurately – spot-checking the commercials to ensure profitability.

• Mentor and coach team members to ensure they understand the commercial opportunities and maximise profitability.

• Ensure forecasts, WIP and accruals are completed on time and are accurately.

• Keep informed and up to date on the latest industry and company developments to help with personal and professional development.

• Take full ownership and accountability for the delivery of client projects for your clients and internal sales teams.

• Proactively find and address areas of improvement.

• Coach, mentor and develop the teams you manage.

Technical Qualities

• Relevant industry experience ideally (Print, Transactional Mail, Direct Mail, POS)

• Excellent client facing skills

• In-depth knowledge of the business products and services

• Ability to process and interpret client supplied information

• Numerate and literate

Personal Qualities

• Approachable, flexible and supportive in nature

• Pro-active and forward thinking

• Creative thinker able to come up with solutions and efficiencies

• Change agent actively supportive of fluid business needs

• Commercially astute

• Attention to detail 

• Excellent communication skills with an ability to appropriately deal with stakeholders up and down the chain of command