Client Services Manager in Goosnargh

Salary: £35-40k plus Car / Car Allowance

Location: UK Wide

Client Profile:

An award winning Field Marketing agency that provides a full range of Services to meet all Retail Marketing requirements. Home Based / Weekly trips to head office.

In terms of specific sectors we’re looking at the new person owning Consumer Electronics / Telecoms / Entertainment / Gaming – selling audits, maintenance and installation services.

Conditions of Role:

You will attend client meetings throughout the UK and spend time out of the office and with possible overnight stays.

Applicant Experience / Requirements:

• Full UK driving licence
• Ideally min 3 years experience of management of head office relationships with clients, dealing with events (promotions) and joint business planning in B2B sales – e.g. FMCG, Field Marketing, Merchandising, POP/POS, other service based industries
• Proven track record of success in growing profitable sales

Job Summary:

Day to day management of a portfolio of clients, identifying and selling in the relevant services to meet their business needs and objectives. Where applicable creation and execution of a new business strategy to win and maintain new clients. To build and maintain excellent relationships with each client. To achieve and succeed revenue and profit targets for Company.

Key Accountabilities:

• Operational Effectiveness
• To be the owner of each client within the business – taking accountability and ownership for the delivery of our services to them.
• Where there is a new business target to achieve, the CSM will take the ownership to research the sector; identify target clients and which services can be sold in, ultimately generating new business sales.
• To generate project briefs / campaigns for services to the client on a regular basis.
• To respond to tender and requests for information in a timely and accurate manner.
• Timely and accurate completion of the internal quoting process – right 1st time.
• Attendance at all Project review meetings (conference call in as a contingency).
• Maintenance of Sage CRM: quotes, customer master data and other information as instructed.
• Respond to requests from the Sales Director in an efficient and timely manner.
• Ensures regular communication updates to clients pre, during and post each campaign (post project review meetings where appropriate), ensuring any issues are responded to and actioned appropriately.

People & Performance:

• Building close relationships with clients through deep understanding of their business, its needs and identifying opportunities.
• Developing and implementing a contact strategy for each client, for primary contacts and key decision makers & influencers – type of contact (face to face, phone, email), who sees who and how often.
• Work collaboratively with other internal departments to facilitate the delivery of the clients requirements to the highest standards of service for all campaigns (Estimator, Project Managers, Warehouse Manager, Accounts Team) – working pre, during and post projects.
• Work to the highest standards of communication with the client: agenda’s 48hrs pre meeting, high quality presentations and actions to clients within 48hrs.
• Work to the highest standards of communication internally: contact reports circulated within 48hrs, regular updates pre, during and post campaigns.
• To be an ambassador for the Company and represent the Company in a professional manner at all times.
• Participate in the delivery of continuous improvements of processes and procedures within the business to ensure on-going efficiencies and cost savings can be identified and met.

Financial Controls:

• Manage, track and deliver the sales revenue target at an agreed gross margin %.
• Ensuring all client invoices are paid to terms.
• Ensuring all invoice queries are resolved in a timely manner, advising Accounts and the Sales Director, resulting in no aged debt.

Human Resources:

• To behave in line with the company’s values at all times.
• To take ownership for their Personal Development Plan (PDP), working closely with the Sales Director, reviewing on a monthly basis.

Business Planning & Operational Strategy:

• Creation of annual business plans with major clients within the portfolio (as agreed with Sales Director), which is reviewed internally and with the client on a regular basis.
• Submission of a full year revenue forecast by client and totalled each month prior to the Sales Meeting, highlighting risks and opportunities to the Sales Director.
• Presentation of client / sector updates at monthly sales meetings – sharing best practice and key learning’s.
• Provide information required for all internal and external requirements (Sales Director, Board, Operations, Finance, Client) within specified deadlines.
• Marketing – input to campaigns – market intelligence, key timings.
• Regular store visits to maintain high levels of marketplace knowledge, monitor competitor activity and share with the wider business.

Behaviours:

• Drive: A persistent drive to achieve results, deliver high standards and continuously improve the way things are done.
• Customer Service: Understanding the needs of internal and external customers, taking action and ownership to resolve problems, exceed expectations.
• Communication: Communicating information in a clear and concise way to suit the audience and achieve the right result.
• Teamwork: Establishing effective team working relationships when operating on their own and with other teams.
• Planning and Organising: Effectively organising and planning work according to organisational needs by defining objectives and anticipating requirements and priorities. Good time management skills to handle several projects simultaneously. Achieving goals and deadlines.

Skills:

• Sales and negotiations skills – questioning & listening skills.
• Commercial Acumen – data analysis, understanding the P&L for a client.
• Strong communication skills – with the ability to influence and manage change.
• Presentation skills – written and verbal.
• Relationship building – building deeper relationships within existing clients and creating new relationships with target clients.
• Networking skills – ability to develop and maintain a broad range of contacts across the sector(s) and industry.
• Organisation skills – planning & preparation, attention to detail and a right first time approach.
• Market insight – understands the client and competitor environment.
• Strong IT skills – particularly Excel and PowerPoint. Need to be proficient with Word. Knowledge of Sage CRM would be beneficial.