Job Description:

My client is committed to a 'Customer First' mission, delivering exceptional solutions and strategic value to their clients. They value an inclusive and respectful environment, and empower their senior leaders to shape company strategy and drive continuous innovation.

They are seeking an experienced and vision-driven Client Relationship Director to lead their Client Management function. Reporting directly to the Managing Director, you will take overall responsibility for client portfolio retention, service performance, and account growth.

As an integral member of the senior management team, you will balance client requirements with commercial, operational, and risk considerations while embedding the company mission and values across all operations.

Client Strategy: Lead and execute the Client Management strategy aligned with the company’s growth and business objectives.

Commercial & Performance Oversight: Ensure sharp focus on client portfolio profitability, retention risk, value creation, and overall service performance.

Senior Governance: Prepare and present monthly overviews of key metrics and strategic client activities to executive leadership.

Service Quality: Monitor client management information and trend analysis to drive decision-making, promptly addressing service failures and implementing recovery plans for at-risk accounts.

Contract Mobilisation: Hold overall accountability for the successful onboarding of new client contracts and oversee account expansions.

New Business Support: Collaborate with Business Development on pre-tender briefings, responses, and pitch presentations to ensure seamless contract transitions.

Strategic Advice: Deliver expert consultancy, advising clients on policy, total cost of ownership, sustainability, legislative changes, and emerging technologies.

Continuous Improvement: Translate customer intelligence and feedback into actionable improvements across systems, processes, and service offerings.

People Management: Direct, coach, and develop the Client Management team—including Client Relationship Managers and the Head of Customer Service & Business Improvement.

Culture: Promote a high-performance, accountable, and customer-centric culture

The ideal candidate will have a proven track record of leading client management functions within a complex B2B service environment. You will be experienced in managing C-suite/Board-level relationships and high-value, complex client portfolios, possessing a deep commercial acumen with proven success in contract renewals, renegotiations, and risk management.  You will have a strong track record in leadership, coaching, performance management and succession planning. As well as the ability to lead process/service improvement initiatives that boost both efficiency and customer satisfaction.

Whilst we would love to be able to respond to every application we receive, it is not always possible. If you have not heard from us within 7 working days, please assume that your application has not been successful on this occasion.