Client Service Director

Job Number: 325

External Description:

job purpose

To develop and lead an effective client management proposition. Focusing on providing strategic direction and operational leadership of a Key Client Account within a region. Driving additional business opportunities, leading and motivating a team and ensuring clients receive added value and strategic level expertise.

• Should manage a team of operations managers.
• Revenues- the job holder manages a team that generates revenues of... < $4 million.
• Impact- the job holder manages a team accountable for... total revenues under 40% of organization/ business unit.
• Market circumstances- the job holder operates in a relatively turbulent market characterized by high innovation and fierce competition.

responsibilities

Operational Management

Manages a significant operational area for the organization.

• Should provide strategic leadership for the account teams within the specific regional area.
• Provide regular communication to teams to update them on market developments, business priorities and performance of the allocated accounts to create a positive working environment.
• Ensure all business information is cascaded in a timely way to drive employee engagement and understanding of their value and role within RSR EMEA.
• Ensure the team participates in continuous improvement activities in order to maintain their levels of expertise, market knowledge and awareness of future trends.
• Assess/survey quality of work delivered by teams, based on specific client feedback and develop action plans for individuals needing improvement to ensure performance targets are met.
• Monitor hiring and promotional activity within accounts to insure compliance with company policy and standards.

Budgeting & Costing

Takes responsibility for setting and managing area budgets so that they align with organizational strategy.

• Should create and drive  initiatives to improve commerciality and profitability across all areas of the business.
• Establish metrics, goals and expected performance levels of all teams and provide feedback and coaching where appropriate.
• Is responsible for delivering financial performance as defined by annual nominated accounts budgets.
• Determines account objectives, metrics, goals and expected performance levels consistent with business strategies.

Building Capability

Builds own capabilities and develops the capabilities of direct reports by working within existing development framework; provides specialized training or coaching in area of expertise to others throughout the organization.

• Should identify and select an effective staff to meet service delivery commitments.
• Coach and mentor teams in their development and provide mentorship to assist with reaching their goals.

Client & Customer Management (External)

Manages key client and customer relationships, typically by using account teams to ensure their ongoing satisfaction and loyalty toward the organization.

• Is key contact for all senior clients across nominated accounts.
• Takes responsibility for the account development strategy.
• Develops a long-lasting relationship with the clients.
• Establishes and maintains an effective contact chain, extends our services within the client in co-operation with the Operations Managers to promote new business opportunities to the client (e.g. cost savings, process improvement).
• Reviews (quarterly business review) regularly our services with the client.

experience

• Should have wide and deep experience providing expert competence.
• Experience of working in the recruitment industry managing international complex and sizeable client accounts, in either contract or permanent recruitment.
• Ability to liaise with all levels of management, in particular Director level, both internally and client-facing.
• Proven experience of developing relationships working at a strategic and operational level.
• Previous experience in  negotiating and managing commercial budgets.
• Experience of interpreting strategy and policy in order to set and deliver objectives within medium to long time frames.
• Solid experience of people management and leadership in a results driven environment.
• Experience of managing and motivating teams.
• Demonstrated ability relying on experience and judgment to set and meet goals and deadlines.
• Ability to develop and deliver business plans and strategies.

 

Job Number: 325

Community / Marketing Title: Client Service Director