Client Development Manager
Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm
Location: Home based with travel as required
Salary: £38,000 per annum
SUMMARY
As the Client Development Manager you will be responsible for managing and nurturing relationships with Medigold Health’s small business clients, ensuring they receive exceptional occupational health services. This role involves leading a team of Client Relationship Managers, ensuring high performance and client satisfaction. You will provide effective and pro-active contractual, commercial, and relationship management to a large portfolio of small business and ad hoc clients across Medigold Health’s existing client base. You will ensure that each client’s day-to-day queries are supported, and through up and cross selling ensure that each relationship reaches its full potential.
MAIN OBJECTIVES
- Develop, maintain, and retain strong relationships with small business clients.
- Cross sell and upsell additional services in line with agreed business targets.
- Proactively seek to improve the profitability of the client portfolio.
- Recording and reporting of key data relating to the client portfolio.
- Lead, mentor, and manage a team of Client Relationship Managers.
SPECIFIC DUTIES
Client Management
- Identify opportunities to expand services within existing client accounts.
- Develop and implement strategies to improve client retention.
- Gather client feedback and work on the continuous improvement of services.
- Understand individual client needs and implement solution-based initiatives.
- Identify any key risks within the client portfolio.
- Be the first line escalation point for client complaints and issues.
- Use Salesforce to record and report key data relating to the client portfolio.
- Proactively identify potential problems and implement solutions.
- Continuous communication with other internal departments and stakeholders to provide client information and ensure that clients receive excellent customer service.
- Manage the contractual relationship and renewal of each client contract.
Team Leadership
- Lead, mentor, and manage a team of Client Relationship Managers.
- Set performance goals and conduct regular performance reviews.
- Provide training and development opportunities for team members.
- Manage the team’s work state to meet or exceed agreed KPIs.
ADDITIONAL RESPONSIBILITIES & ACCOUNTABILITIES
- Understand, demonstrate, and promote the Company’s Genetic Code.
- Assist with the induction and training of new employees.
- Manage confidential data in line with the UK GDPR.
- General Office Duties.
- Contribute ideas and suggestions to continuously improve client experience.
- Assist with colleagues work during absences.
- Attend meetings and training sessions as required.
- Set and lead the strategic direction of the business.
- Be a role model to the business and lead with motivation and a positive attitude to success, encouraging teamwork and to think outside the box.
- Any other request made by a Manager or Director.
- To comply with Data Protection Legislation and Information Security requirements, such as ISO 27001.
- To ensure commitment to impartiality, confidentiality, integrity, and accessibility of information.
- Adhering to policy, procedure, regulatory, customer and standard requirements relating to quality, information security and environmental management systems.
REQUIREMENTS FOR THIS ROLE
- Bachelor’s degree and/or 3 years’ experience in a client account management role, including commercial and contract management.
- Strong communication and presentation skills – must be able to communicate efficiently (verbally, in print and via the phone) to all levels of internal and external stakeholders.
- Excellent relationship management skills – must be able to build and maintain relationships with senior managers, directors, and key client stakeholders.
- Data management – must be possess data management skills and be able use them rigorously to maintain accurate client records.
- Time & Diary Management – must be able to manage own time and diary, whilst working from the office or home.
- Experience of Outlook, Word, Excel and PowerPoint is essential. Knowledge of or commitment to developing fluency with Salesforce is essential.
- The ability to work under continual pressure to deliver results (client on-boarding, upsell and retention).
CORE SKILLS & BEHAVIOURS
- Demonstrable Relationship Management Skills
- Adaptable and able to embrace change
- Highly Organised
- Able to work as a team and independently
- Time planning and priority setting
- Commercial acumen
- Exemplary communication and presentation skills
- Strong attention to detail
- Empathetic thinker – anticipating client needs
- Ability to influence
- Confident and accurate management of data
- Responsible
- Proactive
- Professional in appearance and approach
- Calm under pressure
- Trustworthy and Honest
- Efficient
- Willing to learn new skills
- Possess a positive can-do attitude
- Enthusiastic
- Department
- Commercial & Relationships
- Role
- Client Development Manager
- Remote status
- Fully Remote
- Yearly salary
- £38,000
Client Development Manager
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