Client Relationship Director

Randstad Construction & Property; City Of London; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading property management agency is seeking an experienced Client Service Manager in London. The role involves managing top-tier client accounts, leading a dynamic team, and developing strategic plans for account growth. The ideal candidate will have over 8 years of relevant agency experience, a strong understanding of marketing principles, and excellent interpersonal skills. This position provides an opportunity to drive client satisfaction and organizational growth. Join a diverse workplace committed to equal opportunities.

Qualifications

• 8+ years of agency and client management experience.
• Proven track record in client satisfaction and growth.
• Ability to lead business discussions with C-Suite clients.

Responsibilities

• Manage client accounts as the primary contact.
• Develop strategic plans for key accounts.
• Lead and mentor the Client Service team.
• Ensure projects are delivered on time and within budget.
• Oversee client onboarding and growth strategies.
• Support new business pitches.

Skills

Client management expertise

Strong interpersonal skills

Commercial acumen

Leadership abilities

Job description

Key Responsibilities

• Managing Client Accounts: Serving as the primary point of contact for top-tier clients, managing satisfaction, handling escalations, acting as the client's voice internally, and initiating relationship‑building efforts.
• Strategic Account Oversight: Develop strategic plans for key accounts, identify upsell/cross‑sell opportunities, and track performance against client‑specific KPIs.
• Team Leadership: Lead, mentor, and develop the Client Service team, fostering a collaborative, high‑performance culture.
• Project Delivery: Ensure projects are delivered on time, within scope, and monitor budgets for profitability, recommending workflow improvements as needed.
• Growth and Retention: Oversee client onboarding and implement strategies to retain and grow high‑value accounts.
• Marketing & New Business: Represent the agency externally and support the new business team in pitches for strategic clients.

Required Skills & Experience

• Expertise: Deep understanding of the property and place ecosystem, including ownership structure, and the role of brands and marketing communications.
• Focus: A strong passion for achieving excellence across the entire client experience and a continuous improvement mindset.
• Interpersonal & Leadership: Excellent communication, presentation, and interpersonal skills; ability to lead, inspire, and collaborate effectively with both internal teams and clients utilizing an authentic leadership style.
• Commercial Acumen: Strong financial and commercial skillset to ensure profitable work, paired with an entrepreneurial spirit.

Experience

• 8+ years of agency and client management experience.
• Proven track record in client satisfaction, growth, and leading/developing a Client Service team.
• Strong understanding of marketing principles, strategy, and campaign execution.
• Ability to initiate and lead business discussions with C‑Suite level clients.

Randstad CPE values diversity and promotes equality. No terminology in this advert is intended to discriminate against any of the protected characteristics that fall under the Equality Act 2010. We encourage and welcome applications from all sections of society and are more than happy to discuss reasonable adjustments and/or additional arrangements as required to support your application.

Candidates must be eligible to live and work in the UK.

For the purposes of the Conduct Regulations 2003, when advertising permanent vacancies we are acting as an Employment Agency, and when advertising temporary/contract vacancies we are acting as an Employment Business.