Contract: Permanent, Full-time (37.5 hours per week) Monday to Friday between 8am and 6pm
Location: Home based with travel as required
Salary: Up to £38,000 per annum

As a Client Development Manager at Medigold Health, you will play a crucial role in building and maintaining strong relationships with our small business clients, ensuring they receive exceptional occupational health services. Leading a team of Client Relationship Managers, you will oversee a diverse portfolio of clients, providing expert support, driving engagement, and identifying opportunities to expand our services through proactive cross-selling and upselling. 

Your focus will be on delivering outstanding client experiences by understanding their needs, resolving queries efficiently, and ensuring contract renewals run smoothly. You will also act as the first point of escalation for client concerns, working closely with internal teams to maintain service excellence. Through effective leadership, data-driven decision-making, and strategic relationship management, you will help us maximize the value we deliver to our clients while continuously improving the profitability and retention of our client base.

This is an exciting opportunity to take ownership of a key client portfolio, drive business growth, and lead a dynamic team in delivering exceptional occupational health services. If you’re a strategic thinker with a passion for client success, we’d love to hear from you!

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 Responsibilities 

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.

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).

Our Company Benefits

• 31 days holiday inclusive of bank holidays, increasing with length of service
• Contributory pension scheme up to 5%
• Access to Company benefits and discount portal
• Access to a Health Cash Plan
• Free eyecare vouchers
• Cycle to work scheme
• Access to confidential Employee Assistance programme
• Interactive mental health and wellbeing app