We are looking for a Client Relationship Manager (CRM) to join the Bidvest Noonan Customer Experience Team. This role will be responsible for building, maintaining, and strengthening the company’s relationship with existing strategic clients.
You'll work proactively to understand client needs, address concerns, and enhance overall customer experience. Having a strategic mindset will aid retention and expand client accounts by identifying growth opportunities and facilitating B2B communication.
Key Responsibilities
* Navigate client organisational structure and build long-term relationships.
* Identify key stake holders and influencers.
* Learn the needs & expectations of the client and develop plans to meet them.
* Regular checking in with the client to ensure they are satisfied with the company.
* Monitor and support the improvement in Net Promotor Scores and any internal survey systems. operated by the client that reflect service levels.
* Manage client escalations working with the operations or back-office teams to resolve.
* Support the growth agenda by seeking out new opportunities, tracking bids and success rates.
* Own, produce and deliver client Quarterly Business Reviews.
* Attend Operations led QBR’s on key contracts and monitor and support the team promoting high quality customers service standards, companywide Innovation and ESG initiatives.
What you'll bring to the role
* Proven experience as a Client Relations Manager or Relationship Manager.
* A customer- oriented attitude.
* Confident engaging at senior/exec management levels.
* Analytical mindset.
How we measure success
* New growth opportunities evident and improvement in retention rates with the client.
* NPS score trends.
* Executive feedback.
* Capturing & recording the Voice of the Customer.
* Quality of analysis, recommendations & reporting.
* Business Unit Managing Director feedback.
Bidvest Noonan is a team of 27,000 passionate and customer-focused people. We work together to deliver exceptional service and value to customers across the UK and Ireland. We recruit great people to deliver our services and we provide them with the resources, training, and direction they need to do their best work.
We always put people first. Our people are exceptional and go the extra mile to deliver outstanding services. We celebrate and recognise their successes at every opportunity. At Bidvest Noonan, we strive to make each person feel appreciated, engaged, and supported so that they can reach their potential, knowing it has a positive impact on our overall success.
Bidvest Noonan is highly committed to creating an inclusive environment where everyone can feel valued and respected. We are delighted to welcome applicants from our Armed Forces community and people from diverse backgrounds and identities.
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