At a Glance
- Tasks: Manage client relationships and ensure service satisfaction in a dynamic environment.
- Company: Join Infosys, a global leader in digital services and consulting.
- Benefits: Competitive salary, bonuses, and opportunities for continuous learning.
- Other info: Be part of a diverse team with excellent career growth opportunities.
- Why this job: Make a real impact by enhancing client experiences and driving digital transformation.
- Qualifications: Experience in client relationship management and strong stakeholder engagement skills.
The predicted salary is between 60000 - 80000 £ per year.
Role Overview
The Customer Relationship Manager (CRM) acts as the primary interface. The role is responsible for managing client relationships, ensuring service satisfaction, and aligning Infosys service delivery with strategic, operational, and governance expectations. The CRM operates within a complex multi-stakeholder environment involving ESR Central Team, organisations, and internal Infosys delivery functions, ensuring that service outcomes support the ESR programme’s objective of delivering an integrated HR and Payroll service.
Key Responsibilities
- Client Relationship Management
- Act as the primary point of contact for ESR Central Team stakeholders
- Build and maintain strong, trusted relationships with Central Team, Programme stakeholders and user organisations
- Ensure a structured and proactive engagement model across all service layers
- Represent Infosys in governance forums, service reviews, and stakeholder meetings
- Service Delivery Alignment
- Ensure Infosys service delivery aligns with contractual commitments and Service Level Agreements (SLAs)
- Work closely with Service Delivery, Technical, and Functional teams to translate client requirements into actionable delivery plans
- Ensure service performance meets expectations
- Monitor service health and proactively address risk areas
- Stakeholder Communication & Engagement
- Establish effective communication channels between Infosys and stakeholders
- Enable clear feedback loops and timely communication of service updates, risks, and changes
- Support programme-wide communication strategies that ensure ESR stakeholders understand service capabilities and changes
- Facilitate collaboration across NHS user communities and Infosys delivery teams
- Issue Escalation & Resolution Management
- Act as the escalation point for critical service issues and customer concerns
- Coordinate resolution across Application Support teams, Infrastructure and Technical teams, Change & Release teams
- Ensure timely resolution and transparent communication throughout incident lifecycles
- Maintain customer confidence during service disruptions
- Continuous Improvement & Customer Advocacy
- Identify service improvement opportunities based on customer feedback, service performance trends, and operational challenges
- Promote adoption of best practices across organisations
- Work with delivery teams to implement service improvement initiatives
- Governance & Reporting
- Provide regular reporting on customer satisfaction, service performance, risks and escalations
- Participate in joint governance forums with programme leadership
- Ensure adherence to governance, compliance, and audit expectations
Key Skills & Experience
- Essential
- Proven experience in client relationship management within IT services or managed services environments
- Strong stakeholder management experience in complex, multi-party programmes
- Experience working with public sector
- Knowledge of service delivery frameworks (ITIL or similar)
- Desirable
- Experience with Oracle E-Business Suite / ESR systems
- Understanding of HR, Payroll, and workforce systems
- Experience in large-scale transformation or transition programmes
Key Competencies
- Stakeholder relationship management
- Strategic communication and influencing
- Service orientation and customer focus
- Problem-solving and escalation management
- Commercial awareness and contractual understanding
Preferred
- Should be an excellent planner when it comes to perform release planning and other delivery planning
- Should have excellent problem-solving skills
- Responsible for coaching and mentoring team members with experience of managing 5+ team members
- Experience with Lean / Agile development methodologies & ITIL Methodologies
Personal
- High analytical skills
- High customer orientation
- High quality awareness
Why Infosys
Infosys is a global leader in next-generation digital services and consulting. We enable clients in more than 50 countries to navigate their digital transformation. With over four decades of experience in managing the systems and workings of global enterprises, we expertly steer our clients through their digital journey. We do it by enabling the enterprise with an AI-powered core that helps prioritise the execution of change. We also empower the business with agile digital at scale to deliver unprecedented levels of performance and customer delight. Our always-on learning agenda drives their continuous improvement through building and transferring digital skills, expertise, and ideas from our innovation ecosystem.
“All aspects of employment at Infosys are based on merit, competence and performance. We are committed to embracing diversity and creating an inclusive environment for all employees. Infosys is proud to be an equal opportunity employer.”
Principal Consultant-Customer Relationship-UK in London employer: Infosys
Infosys is an exceptional employer, offering a dynamic work culture that prioritises diversity and inclusion while fostering continuous learning and professional growth. As a Principal Consultant in Customer Relationship Management, you will engage with key stakeholders in the public sector, ensuring service excellence and driving impactful change within a supportive environment that values your contributions and encourages innovation.
StudySmarter Expert Advice🤫
We think this is how you could land Principal Consultant-Customer Relationship-UK in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. Building relationships can open doors that a CV just can’t.
✨Tip Number 2
Prepare for those interviews! Research the company, understand their values, and think about how your experience aligns with their needs. Practise common interview questions and have your own questions ready to show you’re genuinely interested.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. It shows your enthusiasm for the role and keeps you fresh in their minds. Plus, it’s a great chance to reiterate why you’re the perfect fit.
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of opportunities waiting for you. Plus, applying directly can sometimes give you an edge over other candidates. So, what are you waiting for? Get clicking!
We think you need these skills to ace Principal Consultant-Customer Relationship-UK in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Principal Consultant role. Highlight your experience in client relationship management and how it aligns with the job description. We want to see how you can bring value to our team!
Showcase Your Skills:Don’t just list your skills; demonstrate them! Use specific examples from your past experiences that showcase your stakeholder management and service delivery alignment. This is your chance to shine, so let us know what you can do!
Be Clear and Concise:When writing your application, keep it straightforward. Use clear language and avoid jargon unless necessary. We appreciate a well-structured application that gets straight to the point, making it easy for us to see your potential.
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way to ensure your application reaches us quickly and efficiently. Plus, you’ll get to explore more about our culture and values while you’re at it!
How to prepare for a job interview at Infosys
✨Know Your Stakeholders
Before the interview, research the key stakeholders you’ll be working with. Understand their roles and how they interact with the Customer Relationship Manager. This will help you demonstrate your ability to build strong relationships and align service delivery with their expectations.
✨Showcase Your Problem-Solving Skills
Prepare examples of how you've successfully resolved client issues in the past. Highlight your analytical skills and how you’ve used them to improve service delivery. This is crucial for a role that involves managing escalations and ensuring customer satisfaction.
✨Familiarise Yourself with Service Delivery Frameworks
Brush up on ITIL or similar service delivery frameworks. Be ready to discuss how these frameworks can be applied to enhance service performance and meet SLAs. This knowledge will show that you’re well-prepared for the technical aspects of the role.
✨Communicate Clearly and Confidently
Practice articulating your thoughts clearly, especially when discussing complex topics like governance and reporting. Effective communication is key in this role, so be prepared to demonstrate your strategic communication skills during the interview.
