Senior Client Manager

Government Recruitment Service; Birmingham; On-site; GBP 50,000 - 70,000; Full time

Job summary

A government agency in Birmingham is seeking a Senior Client Manager to drive client engagement and manage a team of Client Managers. The role involves oversight of client relationship strategies and improvement initiatives, ensuring excellent client experiences. Candidates should have strong leadership skills, expertise in client management, and experience with CRM systems. This position requires collaboration with various departments and some travel for client engagement activities.

Qualifications

• Experience in client engagement and relationship management.
• Proven ability to lead teams and projects.
• Strong strategic thinking and influencing skills.

Responsibilities

• Drive delivery of strategic client engagement themes.
• Lead a team of Client Managers.
• Oversee and direct client management activities.

Skills

Client relationship management

Team leadership

Strategic planning

Communication skills

Tools

Client Relationship Management (CRM) system

Job description

Overview

This is a key role within the GPA Client Relationship team consisting of a Client Director, Senior Client Managers, several Client Managers and Client Manager Support roles that engage with GPA’s Clients and Departmental stakeholders, often at a senior level. The Senior Client Manager is accountable for driving delivery of an excellent Client experience, working across GPA closely with all Directorates as GPA continues its journey to become a truly Client centric organisation.

The role is highly varied and interesting. As part of the GPA Client Relationships leadership team you will be helping shape and deliver our future client engagement strategy as GPA continues to evolve and you will be the GPA primary senior point of contact for several of our client departments. You will lead and develop a team of Client Managers providing oversight of engagement for GPA Clients they support in addition to personal engagement with both key GPA senior client stakeholders and GPA Directors. You will work with your team of Client Managers to influence outcomes and approach across GPA ensuring a Client Centric approach in all that we do.

You will draw on your previous experience providing oversight of improvements in the quality of GPA service delivered to our Client Departments. This includes collaborating (both online and in person) and shaping ways of working with internal GPA departments to ensure that we are continually improving for both GPA and our clients. In addition, you will work with other parts of GPA both business as usual and change initiatives to ensure the Client perspective is fully considered with appropriate communication and engagement activity in place to deliver an excellent Client experience. Some travel will be required given the geographic nature of our Client departments locations with in person Whitehall Client engagement a common feature to build and maintain key Client partnerships.

Key Responsibilities

• Drive delivery of key strategic Client engagement themes including (but not limited to): maintenance and improvement of GPA Client Satisfaction.
• Ensure the GPA Client Relationship Management (CRM) system is utilised to its full capability to drive further improvements in Client experience.
• GPA Client budget forecasting and ongoing billing.
• Alignment of GPA and Client change initiatives.
• Lead a team of Client Managers ensuring appropriate development plans are in place for all team members and provide support for resolution of key client issues.
• Oversee and direct the following Client Management activities for a varied portfolio of GPA Client Departments:
• Lead all facets of the department/GPA relationship and strategy; take the lead on a portfolio of issues and opportunities through the preliminary stages in the solution lifecycle, up to handover for implementation and delivery to other teams and colleagues in GPA.
• Build, drive and manage a portfolio of opportunities and initiatives for Client Departments ensuring all Client priorities are captured within an agreed Client Plan.
• Lead ongoing regular dialogue with Client Departments ensuring regular review meetings, client reporting and an agreed Client Plan are in place alongside a clear understanding of clients business needs and priorities.
• Collaborate with and be visible to the Departments Intelligent Client Function (ICF) to ensure GPA service delivery meets client expectations. Support the relationship and team building with the departments and the GPA – typically through joint working on proposals and qualifying opportunities and business cases.
• Share best practice across the Agency, proactively identify areas for improvement, and find opportunities to develop “value add” initiatives for our Client Departments.