The Role
Reporting to the Senior Client Relationship Manager, the Client Relationship Manager will be responsible for managing a portfolio of the Stellar accounts.
You will work with client facing teams to set objectives and using the Stellar infrastructure to assist the client team in achieving these. You will build trusted relationships, working closely with the client team to cross-sell, develop more touchpoints and interactions with clients and lead on specific BD and marketing activities for key clients, with a view to improving the client experience.
You will conduct client listening in line with the client listening protocol using this to inform the client offering whilst balancing ROI.
You will be responsible for:
Strategic client planning
• To act as the ‘account manager’ for a specified number of Stellar accounts.
• Liaise with the client service team for each Stellar account to ensure SMART objectives are set, and achieved, for each FY.
• Maintain the client service tools as appropriate for each individual client account, including email groups, Client Dashboards, Relationships maps and trackers, etc…
Delivery of objectives
• To chair Stellar Talks, taking a lead on calls identifying arising actions and seeing them through to completion.
• To proactively look for opportunities to cross sell other departments and Gateley’s complementary businesses.
Delighting our clients
• Carrying out client listening exercises with clients ensuring any actions arising are completed.
• To liaise with clients directly and, where applicable, act as an additional contact and extension of the client service team.
• Attend client relationship meetings, where appropriate.
• Coaching fee earners in respect of client listening and client experience activities.
Collaboration
• Liaise with internal departments as necessary to include Finance and HR.
• To act as a point of contact for secondments ensuring opportunities are maximised and key client intel secured.
Client reporting
• Conduct quarterly financial analysis of key client accounts advising fee earners of increase/decreases and suggested actions for remedying.
• Deliver half and year end reporting celebrating the highlights and successes.
• To monitor client investment for all key client accounts to ensure we are not over or under investing.
Client touchpoints
• To proactively look for potential touch points for Stellar clients.
• To project manage production of bespoke collateral for Stellar clients as and when required.
• To always walk the client path and persuade and encourage client service teams to do the same.
• To work with the New Business Team, as appropriate, to develop compelling tenders for panel re/appointments for Stellar clients.
• To work collaboratively with the wider marketing team linking in the relevant sub departments where appropriate.
• Input into any wider client experience initiatives as required by the Head of Client Experience.
• To be aware of and comply with the company's policies and procedures.
This job description is not an exhaustive list due to the requirements of the role. Therefore, the job holder may be required from time to time to carry out other ad hoc tasks as requested.
The Team
With 60 people within our Marketing and Front of House teams, we support on all aspects of marketing and business development across Gateley including internal and external communications, bids and sales, client development, events, digital and marketing projects. Winners of the 2020 Excellence in Sales and Marketing Award at the Greater Birmingham Chamber of Commerce Awards and shortlisted in the 2022 Best Marketing Campaign Award at the Managing Partners Forum Awards, the Marketing team at Gateley has more than doubled in size in five years, reflecting the investment that the business has made in attracting and retaining exceptional marketing talent.
We would be looking for someone who is comfortable with balancing a hybrid role with 2-3 days in our Gateley hub offices: Manchester, Nottingham, London, Birmingham, or Leeds. As a team we innovate, collaborate, and optimise by coming together in our Birmingham headquarters so, if your office base is not Birmingham, you must be comfortable travelling to HQ on a weekly basis. We have a fantastic internal travel booking team and any travel to offices, other than your base office, is fully funded by the business.
We continue to develop and evolve our proposition and are looking for individuals with a 'can do' mentality to join the team.
The Person
• Collaborative and flexible approach, working with marketing colleagues to create marketing products and solutions which deliver the required outcomes, and where possible, exceed client expectations both within Gateley and outside
• Organised, committed to improving client service, a self-starter and able to use their initiative and generate and drive ideas to completion.
• Ability to communicate marketing concepts to stakeholders with varying degrees of technical understanding
• Experience in business development and ideally relationship management experience.
• Ability to build strong, proactive relationships with fee earners across all offices and positive working relationships with the wider Marketing team and support departments.
• Ideally, we are looking for individuals that have experience at management level, however, strong senior executives looking for a first manager role would also be considered.
• Can do' proactive attitude and a team player ethos.
We welcome both Full Time and Part Time applications.