Client Relationship Director in City of London

SPS is a leading Global Business Process Outsourcing (BPO) company headquartered in Switzerland with operations in the UK, Europe, USA, and Asia. We specialise in providing onsite office support services and back-office solutions to a diverse range of clients across various industries. With a proven track record of delivering exceptional BPO services, we are committed to innovation, quality, and client satisfaction.

The Area Director/Client Director (AD/CD) is SPS’ key contact to the client/s representing the entire range of SPS’ products and services. The AD/CD has a thorough understanding of the client’s business operations and strategies, knows key personnel, and transforms the client relation into a partnership or alliance, based on offering long-term products and services tailored for the client’s specific needs.

On a proactive basis, the AD/CD identifies the client’s needs and finds long-term solutions beneficial to both the client and SPS. Responsible for the overall performance of the allocated accounts, the AD/CD ensures the efficient fulfilment of all contracts and coordinates the involvement of SPS personnel to meet account performance objectives and customers’ expectations.

The AD/CD is in charge of the Strategic Account Planning process within the SPS CRM System that defines performance objectives, financial plans, and milestones for the mid and long term.

• Leading operational involvement in the sales process for new business to meet expansion goals.
• Identify business development opportunities across Clients based on a comprehensive understanding of the value and impact of SPS’s services to their business.
• Developing strategies to capture viable business opportunities producing detailed business cases including financial analysis on a case-by-case basis.
• Participates in strategic planning processes and develops effective strategic plans for each Client.
• Ensures effective utilisation of SPS resources to support the Client base.
• Exploiting cross-selling market opportunities effectively.
• Identifying best practice ideas by researching industry and related events, publications, and announcements.
• Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
• Protects organisation's value by keeping information confidential.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organisations.
• Enhances organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

• Measure Client satisfaction by meeting with the Client regularly and escalating findings and solution propositions to the Head of Sector/CEO.
• Efficiently manage the overall client relationship with a focus on profitable growth.
• Ensure that Clients' expectations are not only met but exceeded.
• Build Client relationships based on trust, flexibility, and a professional approach.
• Resolve issues escalated by the Client, escalating to the senior team as appropriate.

• High integrity.
• A very good understanding of SPS’s products and services.
• Good listening and strong negotiation skills.
• Strong financial/budgeting capabilities.
• Ability to analyse complex situations.
• Good problem solver.
• Ability to cultivate strong working relationships and drive collaboration across highly matrixed business teams.
• Team player with a positive and dynamic personality, excellent communication and presentation skills, and strong planning and organisational capabilities.
• Self-Assertiveness and willingness to take on responsibilities and challenges.
• Ability to work under pressure.
• MS Office proficient.

• Strong proven experience in strategic account management or potentially senior sales management.
• Expertise in solution selling.
• Proven experience of senior level relationship-building.
• Knowledge of the outsourcing industry.

We are proud of the progress we've made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it’s a commitment in action. We have an ambitious equality, diversity, and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients.

As part of our commitment to engage positively and proactively with all our employees and to ensure an inclusive culture, we have a growing range of employee-led networks that support and amplify underrepresented voices across the business.

We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve.

We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process.

No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.