Client Success Lead: Remote KPI Delivery

Davies Group; United Kingdom; Remote; GBP 70,000 - 95,000; Full time

Benefits offered by this job

Davies Innovation Lab

Leadership training programme

Funding for professionalQualifications

Wellbeing programmes

Job summary

Davies Group is seeking a Client Service Lead in the United Kingdom to ensure successful service delivery and strong client relationships. You will oversee performance, governance, and reporting while supporting account development opportunities and strategic relationship management.

The role involves managing client stakeholders, driving continuous improvement, handling escalations, and coordinating cross-functional support. It is home-based with travel to Davies and client offices as required.

Qualifications

• Strong leadership and service delivery management experience.
• Experience managing client relationships in professional services or outsourced environments.
• Excellent stakeholder management and communication skills.
• Strong analytical capability with experience interpreting performance data.
• Experience managing KPIs, SLAs, governance, and reporting.
• Proven ability to drive process improvement and change.

Responsibilities

• Act as a primary day-to-day contact for designated clients and lead operational performance across accounts.
• Monitor performance trends, identify risks and improvement opportunities, and coordinate resources.
• Drive continuous improvement initiatives to enhance service quality and customer experience; support new processes and systems implementations.
• Manage escalations and ensure prompt resolution of operational issues.
• Support governance meetings, performance reviews, and client development plans; translate client feedback into action plans.

Skills

Leadership

Client relationships

Stakeholder management

Performance analytics

KPI & SLA governance

Process improvement

Communication

Project coordination

Job description

Davies Group is seeking a Client Service Lead in the United Kingdom to ensure successful service delivery and strong client relationships. You will oversee performance, governance, and reporting while supporting account development opportunities and strategic relationship management.

The role involves managing client stakeholders, driving continuous improvement, handling escalations, and coordinating cross-functional support. It is home-based with travel to Davies and client offices as required.