At a Glance
- Tasks: Manage client delivery programs and build strong relationships with key stakeholders.
- Company: Join a certified B-Corp known for its people-first culture and sustainability focus.
- Benefits: Enjoy life assurance, generous leave, wellness allowances, and retail discounts.
- Other info: Flexible home-based role with opportunities for personal and professional growth.
- Why this job: Make a real impact while working with major brands across Europe.
- Qualifications: 3+ years in account management and experience in client service roles.
The predicted salary is between 40000 - 50000 € per year.
The Client Service Manager is a pivotal role within our organisation and is responsible for the effective and successful management of the client delivery program. This role includes:
- Client Management
- Presentations and Reporting
- Team Management
- Communications
- Auditing and Compliance
- Client Support
- Quality Control
- Training and Development
- Additional tasks where necessary
The client, one of the world’s largest credit card providers, partners with Service Innovation Group to fulfil a key field marketing function within their wider merchant engagement program. The client activity is primarily focused on increasing their engagement points across a wide range of businesses across 12 European markets through field visits, with circa 500 staff working across Europe. This is a home-based role with occasional visits to our Watford head office.
The Role
- Account Management: Execution of the Client delivery program across the UK and European Markets to an agreed SLA, actively involved in the delivery of KPI’s across the markets and taking a lead in reporting performance, identifying opportunities, recommending solutions to ensure Client targets are delivered.
- Country Management: Work with all of our supplier partners to ensure the correct and successful delivery of the program, manage and chair regular market reviews and updates, ensuring follow-up on agreed actions.
- Client Management: Work with the Client Director to develop and maintain positive business relationships with key client personnel.
- Strategic Delivery: Provide strategic guidance and suggest new ideas and improvements to the business relationship and service.
- Field Team Management: Liaise with Operational Managers and field personnel to communicate account objectives and provide KPI reports to manage and motivate field teams. Work with the EMEA Training Manager and Data Team to provide support and ensure all Client reporting requirements are delivered.
- Innovation and Change: Drive change and innovation within the business and account, document, monitor, measure, and improve services contracted to clients.
- Financial: Ensure timely invoicing of client activities and proper documentation across all markets. Work with the Client Director to maximise the profitability of the account.
- Analysis and Reporting: Use the results delivered to present performance reviews to our Client, identify opportunities to improve performance, propose innovative ideas or solutions to enhance the program.
What are we looking for
- 3+ years Account Management experience.
- Experience in managing multiple stakeholders.
- Field Operations experience desired.
- Experience in client service and client relationship (B2B) management roles.
- Technical skills for incident and problem resolution and managing internal IT systems.
- Experience managing data - resolutions, requests, or reporting.
- Influencing, negotiation, and persuasion skills at senior and executive levels.
- Understanding of data security, compliance, and regulations.
What we offer
- Life assurance.
- 20 days annual leave + 8 bank holidays.
- Buy and sell holiday.
- Now pension or Stakeholders pension.
- Workplace Bike Scheme.
- Electric Car Scheme.
- Retail discounts through Wider Wallet.
- Employee Assistance Programme.
- Monthly well-being allowance through Heka (Variety of well-being products and services available including gym membership).
Why Work for Service Innovation Group?
At Service Innovation Group, we believe in doing business differently — and doing business right. We operate across Europe and beyond, supporting major brands and growth while still offering the local autonomy, cultural insight, and personal connection that make work meaningful. We are proud to be a certified B-Corp, meaning we’ve met rigorous standards of social and environmental performance, transparency, and accountability. Our people-first culture has earned recognition from Great Place to Work for creating an inclusive, empowering, high-trust environment that our colleagues truly enjoy being a part of. Sustainability and Purpose at Our Core: From supporting brands launching into new markets to integrating work-life balance and community impact, SIG doesn’t just deliver projects — we deliver purposeful work that makes a constructive difference. We are delighted that we are an accredited Living Wage Employer. This means that every member of staff working at Service Innovation Group will earn a real Living Wage. A People-Centred Culture: We invest in developing our teams, nurturing leadership, encouraging development, and fostering a workplace where every individual feels valued, empowered and proud to contribute. Join Service Innovation Group UK and become part of a business that values you as much as the clients we serve.
Client Service Manager in Luton employer: Service Innovation Group UK | Certified B Corp
Service Innovation Group is an exceptional employer that prioritises a people-first culture, offering a supportive and inclusive environment where employees can thrive. With a commitment to sustainability and social responsibility, we provide numerous benefits including a competitive salary, generous leave policies, and well-being allowances, all while fostering professional growth through training and development opportunities. Our home-based Client Service Manager role allows for flexibility and autonomy, with the added advantage of being part of a certified B-Corp that values meaningful work and community impact.
Contact Detail:
Service Innovation Group UK | Certified B Corp Recruiting Team
StudySmarter Expert Advice🤫
We think this is how you could land Client Service Manager in Luton
✨Tip Number 1
Network like a pro! Reach out to your connections on LinkedIn or attend industry events. We all know that sometimes it’s not just what you know, but who you know that can help you land that Client Service Manager role.
✨Tip Number 2
Prepare for those interviews by practising common questions and scenarios related to client management. We suggest doing mock interviews with friends or using online resources to boost your confidence and showcase your skills effectively.
✨Tip Number 3
Showcase your achievements! When you get the chance to present yourself, highlight specific examples of how you've successfully managed client relationships or improved service delivery. We want to see how you can bring value to our team!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining us at Service Innovation Group.
We think you need these skills to ace Client Service Manager in Luton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Client Service Manager role. Highlight your relevant experience in account management and client relationships, as this will show us you understand what we're looking for.
Showcase Your Skills:Don’t forget to emphasise your influencing and negotiation skills! We want to see how you can manage multiple stakeholders and drive change within the business, so give us examples of when you've done this before.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read through your achievements and experiences. We love a well-structured application!
Apply Through Our Website:We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows us you're keen to join our team!
How to prepare for a job interview at Service Innovation Group UK | Certified B Corp
✨Know Your Client Inside Out
Before the interview, dive deep into understanding the client you'll be working with. Research their business model, recent news, and how they engage with their customers. This will help you demonstrate your knowledge and show that you're genuinely interested in their success.
✨Showcase Your Stakeholder Management Skills
Prepare examples from your past experiences where you've successfully managed multiple stakeholders. Highlight your influencing and negotiation skills, especially at senior levels. This is crucial for a Client Service Manager role, so make sure to have specific scenarios ready to discuss.
✨Demonstrate Your Problem-Solving Abilities
Think of instances where you've resolved issues or improved processes in previous roles. Be ready to explain your approach to incident resolution and how you manage internal systems. This will showcase your technical skills and ability to handle challenges effectively.
✨Bring Ideas for Innovation
Since the role involves driving change and innovation, come prepared with ideas on how you could enhance the client delivery program. Think about potential improvements or new strategies that align with the company's goals. This will show your proactive mindset and commitment to continuous improvement.
