Client Service Manager in Maidstone

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.