Senior Client Services Manager

The STRAT7 Group Limited; Leeds; Hybrid; GBP 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Senior Client Services Manager to enhance client relationships and manage global data collection projects. This role offers an exciting opportunity for career progression, allowing you to engage with both operational and commercial aspects of the business. You will be responsible for ensuring client satisfaction through proactive communication and effective project management. Join a dynamic team that values collaboration and innovation, where your contributions will significantly impact the success of the agency. If you are passionate about client service and thrive in a fast-paced environment, this role is perfect for you.

Benefits

25 days holiday plus UK bank holidays

2 volunteering paid days per year

Paid sabbatical after four years

Contributory pension scheme

Salary sacrifice and season ticket loans

Westfield Health cash plan

Life assurance scheme at 4 x salary

Discretionary bonus scheme

Generous staff events programme

Qualifications

• Strong experience in managing client relationships and delivering exceptional service.
• Ability to handle multiple projects while maintaining high standards.

Responsibilities

• Manage day-to-day client relationships and ensure project accuracy.
• Lead presentations and report on commercial outcomes to stakeholders.

Skills

Client Relationship Management

Communication Skills

Conflict Resolution

Multi-tasking

Self-motivation

Results-oriented

Tools

Microsoft Office

In-house CRM systems

Job description

Leeds, United Kingdom Market Research Hybrid

Company Description

We are STRAT7, a global leader in tech-enabled strategic insights and analytics. We help businesses turn change into commercial advantage by harnessing the power of data and real-time insights through our proprietary digital and AI-driven analytics platforms.

Leveraging our ecosystem of over 400 experts across 12 countries, we empower forward-thinking brands to navigate and capitalise on complex market disruptions, driving customer-centric growth.

We are proud to consistently secure top-tier industry rankings for client satisfaction and to have built enduring partnerships spanning 25 years.

Position

STRAT7 Audiences is looking for a Senior Client Services Manager.

The focus of the role is to provide the best service to our clients both commercially & operationally for their global data collection needs, ensuring they are serviced with expertise, pro-activity and an endearing attitude.

Reporting directly to the Managing Director, this will be a high profile role across the Audiences agency, requiring strong interpersonal skills and a keen commercial lens. This role requires a very thorough, organized individual able to work with autonomy whilst showcasing the core principles of STRAT7 audiences to senior stakeholders internally & externally.

This is an exciting opportunity, with long term career progression available within STRAT7 Audiences due to your exposure to both operational & commercial sides of the business.

The role

As a Senior Client Services Manager, you will be responsible for managing a range of clients across the Audiences agency, often globally, responding to briefs for new projects, liaising closely with internal project teams to ensure accurate delivery of projects and being pro-active in developing the relationship for the mutual benefit of Audiences & STRAT7 through dedicated account growth plans.

You will have demonstrable experience in adding value within a previous client facing role and be a strong communicator, being able to build rapport both externally and internally with key stakeholders. Most importantly we are looking for someone who displays enthusiasm, conscientiousness and a willingness to tackle high volume work head on.

Your focus and responsibilities

• Responsible for managing the day to day relationships with our clients
• Responding to briefs promptly, providing accurate costs and timings
• Ensuring projects that are commissioned are accurate against the proposal provided
• Liaising with and briefing in the Project Services team to ensure smooth delivery and understanding of the project
• Liaising with the Project Services team to ensure a consistent and successful strategy in managing key accounts
• To achieve anticipated revenue streams from managed clients
• To accurately record all details related to projects and manage profitability of projects using our in-house software
• Leading on presentations with clients, from presenting new services, solutions & products to overseeing review meetings discussing operational and commercial feedback and SLA’s.
• Reporting on commercials to the Managing Director, to ensure clear data into the agency pipeline & managed accounts reporting.

Requirements

Desired skills and knowledge

• Demonstrable skills in building and managing client relationships
• Ability to maintain positive client relationships, taking responsibility for meeting and exceeding customer needs and expectations.
• Ability to focus on achieving results, keeping calm under pressure and continually looking to make improvements
• Ability to multi-task and oversee several streams of work and tasks at any one time with tight timescales
• Ability to manage conflict through to resolution across several teams, internal and external.
• Self-motivated, working under your own initiative, seeking guidance when necessary
• Proficient in Microsoft Office including Word, PowerPoint and Excel
• Experience of using in-house CRM systems or equivalent
• Awareness of current Data Protection legislation and GDPR guidelines is essential

Other information

Working at STRAT7 Audiences

At STRAT7 Audiences we partner with world leading brands and agencies to deliver survey data on a global scale. We pride ourselves on strong customer relationships, operational excellence and a commitment to data integrity. We compete on service, with a focus on partnerships and relationships with our clients at the heart of everything we do.

STRAT7 Audiences working environment is focused on great work and mutual trust. It’s a culture where you’ll be challenged daily, collaborating with some of the industry’s best minds. And because we build flexible teams for each project, you’ll get to work with a diverse range of colleagues and project types.

We are offering:

• 25 days holiday plus UK bank holidays (our office also shuts between Christmas and New Year)
• 2 volunteering paid days per year (under a formal program for a registered charity)
• Hybrid working – two days at our central Leeds office
• Paid sabbatical after four years
• A contributory group personal pension scheme, to which we contribute 4% of Qualified Banded earnings to each team member’s gross salary
• Salary sacrifice and season ticket loans
• A Westfield Health cash plan
• Life assurance scheme at 4 x salary
• Discretionary bonus scheme
• Generous staff events programme

Recruitment process

The cycle comprehends two interviews:

1st Stage – 45 mins – virtual interview

2nd Stage –1.5 hour – interview + On the spot task - Office

Ideal start date: as soon as possible

Disclosure

STRAT7 is an Equal Opportunity Employer and our employees are people with different strengths, experiences and backgrounds, who share a passion for research. Our commitment to inclusivity is not just about race and gender identity, but also age, disability status, sexual orientation, religion and many other parts of one's identity. All of our employee's points of view are key to our success, and inclusion is everyone's responsibility.

Unsure whether to apply for this role? Don’t meet every single requirement? Studies have shown that women, people of colour and those from other marginalised groups are less likely to apply for jobs unless they meet every single qualification. We encourage you to apply anyway. You may be just the right candidate for this or other roles.