Client Relationship Manager (BPO)

Salary:  Competitive Salary Dependent on Experience

Location: Home Working / On the Road (travel to London office 1-2 times per month)

Hours:   40 hours per week                                                                                   

Contract: Full Time, Permanent

Our client is a global leader in customer experience, operating in 26 countries across three continents, with over 200 sites and 130,000 employees speaking more than 30 languages. They are seeking a dynamic and results-oriented Client Relationship Manager to join their team and play a crucial role in driving revenue growth and fostering long-term client relationships. You will be responsible for managing existing accounts, identifying new opportunities, and ensuring client satisfaction across a portfolio of tech-driven CX solutions and BPO services.

Main Responsibilities:

• Act as the primary point of contact for assigned clients, building strong relationships and ensuring their satisfaction.
• Deeply understand client’s business needs, objectives, and challenges, proactively anticipating their evolving requirements.
• Develop and maintain strong relationships with key stakeholders at various levels, including C-suite executives.
• Identify and pursue upsell and cross-sell opportunities within existing client accounts.
• Develop and execute strategic account plans aligned with revenue growth targets.
• Collaborate with internal teams to prepare and present tailored proposals and solutions that meet client needs.
• Work closely with operations, finance, and solution design teams to ensure seamless delivery of proposed solutions.
• Act as a liaison between the client and internal stakeholders to address issues, concerns, or new requirements effectively.
• Track account performance, revenue metrics, and client satisfaction levels.
• Prepare regular reports and updates for internal leadership on account status, opportunities, and risks.
• Utilise CRM tools to manage account data, pipelines, and client interactions.
• Stay informed about market trends, competitive landscape, and emerging technologies relevant to the contact centre and BPO industries.
• Share insights with internal teams to refine offerings and maintain a competitive edge.

Skills/Experience Required as Client Relationship Manager:

• Bachelor’s degree in business, marketing, or a related field.
• Minimum of 5 years of experience in account management, client relationship management, or a similar role within the BPO or CX technology industries.
• Proven track record of growing revenue within existing accounts and achieving sales targets.
• Strong understanding of tech-driven CX solutions and their application within the contact center and BPO sectors.
• Exceptional communication, negotiation, and presentation skills.
• Proficiency in CRM tools and account management software.
• Ability to build and maintain strong client relationships at all levels.
• Strategic thinking and problem-solving skills with a results-oriented mindset.

In return for your hard work, our clients offers fantastic benefits, including:

• Pension Scheme
• Eye test vouchers and discounts
• Discounted corporate gym membership with Nuffield
• Involvement with local charities and fundraising days
• Campaign specific benefits including discounts, incentives and prizes
• Apprenticeships qualifications and career flight path schemes
• Recognition and reward schemes with Love to Shop Voucher rewards.
• Cycle to work scheme