Capita Experience is seeking a Senior Client Partner who will ensure that the services we provide align with the client’s business objectives while driving revenue growth and operational excellence.
The Senior Client Partner will work with functional Business Partners to maximise the financial and commercial performance of a portfolio of clients. The key measures of success in this role are Client Retention, Contract renewal, Profitability, Client Satisfaction, Service Innovation and Business expansion within an existing base of clients.
Job Description
Key Responsibilities
* Drives growth strategy and plans for retention and development of a client portfolio to meet ambitious financial and strategic goals
* Drives a consultative approach for all client engagements, to maximise value creation for the client and revenue generation for Capita
* Serve as the senior point of contact for assigned clients, building strong and lasting relationships
* Oversee the creation and execution of detailed strategic account plans to maximise lifetime value of existing clients
* Identify financial risk and build and deliver gap closure plans to mitigate impact on divisional performance
* Identify risks and barriers to success and develop contingency plans
* Builds and foster a motivated high-performing team to meet stretching financial goals
* Responsible for revenue and margin performance based on successful management of client accounts and supporting processes to meet operational needs and growth goals
* Understand sector-specific dynamics, customer and market trends to create value-add engagements that deliver insights for clients
* Work closely with internal leadership team to ensure the successful delivery of services according to agreed-upon timelines, quality standards, and service level agreements (SLAs)
* Act as a proactive problem solver by addressing client issues, resolving conflicts and ensuring a positive client experience
* Responsible for compliance with contractual obligations and negotiation of contract renewals
Our Ideal Candidate will have the following experience & Skills:
* Customer-focused mindset with a dedication to client success
* Highly proficient in value-based consultative engagements that drive growth
* Leadership: able to inspire, motivate and coach high performing teams to meet clear & shared outcomes
* Excellent relationship & stakeholder management, able to build trust and confidence early - typically operating at executive level with Clients, internally and with partners
* Engaging communicator, able to influence clients and build trusting relationships quickly
* Ability to understand Operations and identify opportunities to innovate and improve business outcomes for clients
* Strong commercial acumen, with ability to understand contractual frameworks and shape bid proposals
* Results-driven with a focus on achieving and exceeding targets
* Collaborative leadership and relationship management in large matrix environment to engender and deliver shared outcomes
* Growth mindset: instils a culture of continuous learning and excellence in self and others
Required Experience & Qualifications
* Bachelor’s degree is required, preferably in Business, Economics, Finance, or a related field
* 10+ years of experience in Account Management in a Customer Experience (CX) and/ or BPO organization, delivering against commercial targets
* Experience in building and maintaining strong collaborative relationships with senior internal and external stakeholders
* Preferable. Responsibility for B2C or B2B customer operations (Customer Care, Inside Sales, or Collections management)
What we hope you’ll do next:
* Choose apply now to fill out our short application and attach your CV
* Your application will be reviewed and if successful;
* You will be invited to attend an interview with the Hiring Manager
#J-18808-Ljbffr