Client Relationship Manager

Sodexo; Selangor; On-site; MYR 60,000 - 80,000; Full time

Job summary

A global service provider in Selangor is seeking a candidate to champion client retention initiatives. The role involves managing projects, analyzing data, and training staff on retention tools to ensure business growth and minimize risk. The ideal candidate will have strong project management skills and the ability to communicate effectively, both in English and the local language.

Qualifications

• Graduate caliber preferred, skills based learning through tertiary or apprenticeship also considered.
• Operational understanding of client relations.
• Fluent English and local language speaker.

Responsibilities

• Champion and lead adoption of retention tools.
• Ensure timely reporting to stakeholders.
• Conduct necessary training for operators.

Skills

Project Management skills

Strong listening skills

Creative communication skills

Ability to analyze information

Resilience and action-oriented

Education

Graduate caliber preferred

Job description

Purpose of the Job

Champion and lead adoption of the Clients for Life process and tools to drive retention

• Drive Accountability - work closely with the business to develop, implement annual retention activity plans and ensure retention tools and techniques are embedded into the account lifecycle of all key contracts.
• Facilitate Action - ensure reporting from the retention section of Soforce, related dashboards and interview reports, is correctly distributed to respective stakeholders for awareness and timely actions.
• Educate - conduct the training necessary to ensure that operators and support functions, are equipped to be industry leading when it comes to implementing retention activities.
• Coach – provide insights and advice to leadership teams, to enable the management of warning signs, develop client relationships, address risk of defection and to grow the business.
• Engage - as a member of the Client Retention global community, participate actively in events set up by the community and apply learnings from those activities into their geographies for effective utilization.

Competencies

1. Project Management skills: ability to advance large projects while supporting day to day and ad hoc tasks
2. Ensures Accountability for self and others while exercising neutrality and adherence to Client Retention’s core objectives
3. Courage to step up, address difficult topics and have the necessary conversations transparently
4. Analyse information qualitatively and quantitatively with high level of numeracy
5. Strong listening skills and manages ambiguity effectively
6. Influence and persuade, with ability to frame reports and output with the key takeaways needed to be understood
7. Resilient and Action Oriented to take on new opportunities and tough challenges with a sense of urgency
8. Strong and creative communication skills with ability to to write concise, compelling reports for onward sharing with senior leaders.

Context and main issues

– The most difficult types of problems the jobholder has to face (internal or external to Sodexo) and/or the regulations, guidelines, practices that are to be adhered to.

This role requires the incumbent to:

• Maintain objectivity and neutrality when faced with pressure from the business, ensuring that reports and analysis is provided to key stakeholders in a timely and accurate manner
• Be agile in managing projects, multiple data sources and streams of information before taking the relevant elements to create content that is digestible whilst impactful
• Possess strong accountability and ownership to drive change, analyze data and present factual information to the business for actionable outcome

Accountabilities

• Accountable for all levels of reporting needed across the business
• Help the retention team and the business, understand the key trends observed and the suggested activities needed to minimize risk of loss in business
• Lead for understanding the business at risk and the predicted retention outcomes

Person Specification

• Graduate caliber preferred, skills based learning through tertiary or apprenticeship also considered
• Insight management or other PMO style skills
• Operational understanding of Sodexo’s on-site business, particularly client relations and the ongoing activities that operators undertake to retain and grow our business
• Strong numeracy, able to build robust business cases and drive clear actions
• Understanding of how to develop and deploy multi-channel communication programs
• Fluent English and local language speaker, able to interact in global webinar and community events