Manager - Client Retention & Engagement

Securitas; Gurugram District; On-site; INR 1,200,000 - 2,400,000; Full time

Job summary

Securitas is seeking a Manager - Client Relations to serve as the primary liaison between the organization and its clients. The role focuses on delivering exceptional service, building strong relationships, and driving customer satisfaction across multiple accounts.

The candidate will manage client meetings, oversee service delivery, resolve issues, and report performance. Strong communication and collaboration with operations, HR, and sales are essential to align client expectations with

Qualifications

• 5+ years of experience in client relations and service delivery.
• Proficient in Excel and reporting tools.
• Strong communication, negotiation and interpersonal skills.
• Proven ability to manage multiple client accounts simultaneously.
• Knowledge of industry standards and compliance requirements.

Responsibilities

• Own client relationship management and act as trusted advisor.
• Schedule and conduct regular client meetings to review performance.
• Monitor service delivery and ensure compliance with contracts and standards.
• Address client concerns promptly and coordinate with internal teams for solutions.
• Prepare and present reports on service performance and improvements.
• Collaborate with operations, HR, and sales to align client expectations with capabilities.

Skills

Client relations

Communication

Negotiation

Interpersonal skills

Account management

Reporting

Cross-functional collaboration

Tools

Excel

Job description

The Manager - Client Relations will serve as the primary liaison between the organization and its clients, ensuring exceptional service delivery, fostering strong relationships, and driving customer satisfaction. This role requires a proactive communicator with a deep understanding of client needs and service excellence.

• Client Relationship Management: Build and maintain strong, long-term relationships with clients, acting as their trusted advisor.
• Client Meetings: Schedule and conduct regular meetings with clients to review service performance, discuss concerns, and explore opportunities for growth.
• Service Delivery Oversight: Monitor and evaluate the quality of services provided, ensuring compliance with contractual obligations and industry standards.
• Issue Resolution: Address client concerns promptly, coordinating with internal teams to deliver effective solutions.
• Performance Reporting: Prepare and present regular reports on service performance, client satisfaction, and improvement plans.
• Cross-functional Collaboration: Work closely with operations, HR, and sales teams to align client expectations with service capabilities.

Key Competencies:

• 5+ years of experience in client relations, preferably in service-oriented industries.
• Hands on experience in Excel & reporting.
• Strong communication, negotiation, and interpersonal skills.
• Proven ability to manage multiple client accounts simultaneously.
• Knowledge of industry standards and compliance requirements.