info@digitalrecruitmentcompany.com

Digital Freelance

The Organisation:

Digital Careers, part of the Digital Recruitment Company is currently working with a leading international property services with over offices across the UK. This is a great opportunity for anyone as they are just starting up their digital sector.

The Role:

The principal role of the Acting Head of Client Engagement is to manage and implement the company’s client engagement programme. Their key objective is to make the company one which is truly client centric, and they will be required to lead a series of strategic initiatives and tactics to achieve this. This person should be the go-to person for client information and be seen as a trusted advisor. This is a hands-on role which requires both strategic input as well as significant contribution to a number of administrative and data driven tasks integral to the success of the programme.

Experience:

  • How they have led an organisation in the implementation of a number of client engagement initiatives with demonstrable results
  • A strong track record in working with a variety of stakeholders across the business to understand and deliver on requirements
  • An ability to personally interrogate client data to ensure that it is accurate and up-to-date at all times – a willingness to get their hands dirty
  • Impressive organisational skills and an ability to juggle multiple projects accurately
  • Extremely good attention to detail
  • An understanding of how CRM systems work and be extremely proficient in Excel
  • Strong presentation skills

Role:

  • Client data management: top 350 clients to be reviewed on a monthly basis. Research via the business and through online channels to be carried out in order to ensure that all clients are correctly categorised and assigned an appropriate CRM
  • Production of key client plans: produce and maintain plans for key clients that we are actively going to target for new business at both national and regional level. Work closely with the CRMs to monitor progress against the plans and proactively look for opportunities to increase client “stickiness” within the business
  • Departmental client targets: as part of the annual business planning process encourage departments to produce target client lists and review to identify further business development opportunities
  • Client satisfaction: implement company programme and review data on a monthly basis to ensure that 20% of all departmental jobs are being reviewed and actions executed
  • Client events: work closely with our Senior Events Executive to ensure major events are focused on key clients and that lists are accurate and up-to-date
  • EMEA top clients: work with the EMEA Client Services team to disseminate both EMEA and global top client lists to help identify further cross-border business development opportunities
  • Monthly metrics: report to CEO on progress against client engagement metrics on a monthly basis and suggest corrective action as appropriate
  • Weekly Client Engagement meetings: run weekly Client Engagement meetings with Senior Management, facilitating discussion around key client activity, both taking and sharing appropriate minutes with the wider business via Salesforce
  • Client Engagement lunches: host a series of internal lunches with our CEO to encourage further discussion around our key clients across the business to help identify cross-selling opportunities
  • Monthly key client updates: issue a series of monthly key client updates to the UK business that will identify where they may be opportunities to grow our relationship with a particular client by identifying appropriate cross-selling opportunities
  • Drive a culture of referrals and cross-selling: liaise with the business to monitor and capture referrals at both UK and cross-border level. All opportunities to be logged via the referrals tool on the intranet on a monthly basis
  • Service excellence: drive the service excellence agenda by rolling out a series of campaigns to ensure the business understands how to deliver excellent client service
  • Training and development: work with HR to roll out appropriate business development training programmes that will upskill the business at all levels
  • USPs: work with our business lines to refresh and promote departmental USPs which can be used by the wider business as a tool for cross-selling
  • Tips and best practice: maintain the client engagement pages on the intranet to share tips and best practice on delivering excellent client service with the wider business
  • Monthly induction: present on the client engagement programme at the monthly inductions
  • Internal comms: draft and cascade compelling client engagement messages to the wider business as appropriate to encourage engagement with important initiatives
  • Audits: ensure upkeep of all client engagement processes and procedures in readiness for any upcoming company audits

 

Fix term contract (9 months – 12months)

 

 

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