Client Service Manager - Retail

Role Purpose

To exceed client expectations by adding value beyond the agreed Key Performance Indicators (KPIs) and to build CPM's business by developing the services provided to them.

To deliver, as a minimum, planned budget spend and to deliver agreed profit levels to CPM.

Key Responsibilities

Maintenance and development of client relationships, including regular meetings to review performance of the operation, both financially and against KPIs agreed

Validation and interpretation of client reports and results, in order to provide executive summaries and provide appropriate recommendations to clients

Identification of business development opportunities and preparation of and/or provide assistance to the Client Service Director to prepare and present profitable strategic proposals to add value to the client operation and extend the services provided

Monitoring and controlling budgets, ensuring sales and profit targets are met. To assist the Client Service Director in the preparation and negotiation of the operating budget for the following year

Completion of face-to-face client budget reconciliation meetings within six weeks of the period end

Ensuring the correct operational departments are fully briefed in time to be able to deliver the services required to fulfill the client's objectives and maximize profitability to CPM

Keeping fully up to date on client businesses, objectives and marketplace, to enable business-focused discussion and proposal of proactive operational solutions

Maintaining a full understanding of CPM's services, competition and marketplace, to enable business discussion and proposal of proactive operational solutions

Maintaining a full understanding of CPM's services, competition and marketplace, in order to proactively advise and support client business needs

Providing an executive summary to accompany all client monthly reports

Providing assistance to Senior Manager on all client and team-related issues where required

Recruiting, training, motivating, and developing direct reports and to ensure the field operation is effectively managed by being fully briefed, trained, and equipped to fulfill the set tasks

Maintaining and developing systems to measure the achievement of objectives, including an appropriate level of field accompaniment and auditing

Encouraging an environment of coaching, learning, and development within the team

Conducting annual and mid-year appraisals for field team meetings

Continuously reviewing the client's business to identify and secure additional revenue streams from existing clients

Demonstrating a good understanding of all CPM business units in order to capitalize on identified opportunities

Preparing and conducting a formal annual review with the client focusing on innovative developmental, recommendations drawn from best practice examples in use elsewhere within CPM

Generating new ideas and ways of working

Consistently striving to reach the highest standards of performance for customers

Operating in an effective and efficient manner to complete all tasks