Client Account Director

Client Account Director

Department: Recruiting Solutions

Employment Type: Permanent - Full Time

Location: London, UK - Hybrid

Description

The Client Account Director is responsible for the successful management and growth of a portfolio of client accounts, ensuring high levels of client satisfaction, strong operational performance, effective governance, and commercial success.

The role acts as the senior point of contact for clients, overseeing the delivery of recruitment programmes, managing key stakeholder relationships, and ensuring contractual commitments are met. Working closely with delivery teams, the Account Director is accountable for account performance, client retention, service quality, and identifying opportunities to strengthen and expand client partnerships.

Outcomes

Client relationships are retained, strengthened, and developed

• A portfolio of client accounts is successfully managed, with high levels of client satisfaction, retention, and engagement achieved.
• Strong relationships are established and maintained with key client stakeholders, ensuring GTI is viewed as a trusted and reliable partner.
• Client issues, risks, and escalations are proactively managed and resolved to maintain positive outcomes and long-term partnerships.
• Regular governance meetings, business reviews, and performance discussions are delivered, providing clarity on progress, priorities, and opportunities.

Account performance delivers commercial success

• Opportunities to expand and enhance client partnerships are identified and converted into additional value for both clients and GTI.
• Contractual commitments are fulfilled, supporting successful renewals and long-term client retention while ensuring rigour around cost control and profitability.
• Account performance is closely monitored to ensure services are delivered efficiently and sustainably.

Effective governance and operational oversight are maintained

• Robust governance frameworks are implemented across all client accounts, ensuring clear ownership, accountability, and decision-making.
• Risks, issues, and delivery challenges are identified early and managed proactively to minimise client impact.
• Performance against agreed objectives, metrics, budgets, and service levels is regularly reviewed and communicated.

Recruitment programmes achieve agreed outcomes

• Recruitment campaigns and talent programmes are successfully delivered through effective oversight of delivery teams and operational activities.
• Recruitment performance, pipeline health, and hiring outcomes are monitored and reviewed, with appropriate interventions implemented when required.
• Candidate experience remains a priority throughout the recruitment process, supporting positive engagement and successful hiring outcomes.

Insight drives informed decision-making

• Meaningful account reporting and performance insight are provided to clients and internal stakeholders.
• Recruitment data and performance trends are analysed to identify opportunities, risks, and areas for improvement.
• Clients have clear visibility of progress against objectives and expected outcomes.

High-performing internal partnerships enable client success

• Delivery teams are aligned, informed, and supported to deliver successful client programmes.
• Acting as SME for the RPO team, strong collaboration is fostered across wider GTI teams to support wider commercial opportunities and service delivery.
• A culture of accountability, continuous improvement, and excellent client service is promoted across all client-facing activity.
• Knowledge, expertise, and best practice are shared to support team performance and organisational success.

Person Specification

• You are a strong relationship builder who develops credibility quickly and creates lasting partnerships with clients, colleagues, and stakeholders.
• You are a commercially aware and customer-focused professional who takes ownership, delivers results, and is motivated by client and business success.
• You are a confident communicator with excellent written, verbal, presentation, and stakeholder management skills.
• You are a proactive problem solver who uses sound judgement, works collaboratively, and takes accountability for finding solutions.
• Resilient, adaptable, and highly organised, with the ability to manage multiple priorities in a fast-paced environment.
• Committed to continuous learning and self-development, with a genuine interest in our industry, clients, products, and market trends.
• A collaborative team player who builds strong internal relationships and works effectively across teams to deliver exceptional client outcomes.

Work Experience, Knowledge & Skills:

• Proven knowledge and understanding of the early career’s recruitment market
• Proven experience managing significant client accounts within recruitment, talent solutions, HR services, or a related sector.
• Strong client relationship and stakeholder management skills.
• Experience leading account reviews, governance meetings, and performance discussions.
• Demonstrable commercial awareness with experience managing account growth and retention.
• Strong understanding of recruitment delivery and client service management.
• Excellent communication, presentation, and problem-solving skills.
• Strong analytical skills
• Experience working cross-functionally to deliver successful client outcomes.
• Fluency in any additional languages is advantageous

Other Information

• Permanent role 37.5 hours per week.
• 3-month probationary period.

Candidates applying for roles at GTI will be subject to background screening. You can find out more about our background screening and the recruitment of ex-offenders by reading our policies.