Client Services Director

Job Type:
Job Sector:
£65,000 to £70,000 per annum
Salary Description:
Up to UKP 70000 per year
Identity Group
Job Ref:

Position Overview:

This position is a 12 month fixed term contract.

The Client Services Director will work closely with the Head of Public Sector, Heads of Department, Strategy Director, Relationship Manager and the Account Directors to deliver, maintain and provide an exceptional level of customer service across public sector client acquisition and account delivery.

Key Responsibilities and Accountabilities:

The CSD will manage and effectively support the public sector account team whilst simultaneously owning one or two key client accounts
Responsible for supporting the team to ensure project delivery and internal processes are maintained to the highest standards
To pitch lead on new business opportunities and to achieve 50% conversion rate
Line management of Account Directors/Senior Account Managers and Relationship Manager, providing regular, ongoing support
Working closely with the Head of Public Sector (HoPS) to define the department strategy and ensure client acquisition and growth targets are met
Oversee new client acquisition by working with the Relationship Manager and identifying opportunities for new relationships to be formed
Account Management of one or two key accounts ensuring day to day management of the account and ensuring project delivery is carried out to the highest standard
Own key relationships with identified clients and ensure these are developed in line with the commercial strategy
Review client accounts regularly with account team and identify opportunities for innovation, efficiencies, improvement and value for money
Support account team with account development strategy
Promote sharing of innovation, efficiencies and improvements
Prepare high-level reports for the HoPS and Exec Team
Oversight of internal budget processes to ensure maximum profitability
Mentor and support the corporate account team, advising on best practice and knowledge sharing
Share best practice and consistency across all levels of account management
Support Relationship Manager and account teams to support client growth, development via upselling, and cross selling of Identity’s products and services whilst simultaneously developing the accounts you are responsible for
Manage client expectations
Ensure a culture of communication and feedback internally and externally
Ensure teams are effectively using the CRM system
Contribute to the development of proposals and pitches to win new business
Develop and maintain strong internal and external relationships
Promote Identity’s profile within the client organisation
Lead Account Management combined department meetings (corporate and public sector)
Attend leadership and team meetings as required
Vet and qualify new projects and enquiries
Manage the resourcing of pitches
Oversee department recruitment and capacity management
Oversee the Post Project Review process to ensure learnings are identified and acted upon
Support team with performance management of staff, as required

Skills and Experience:


Proven track record in the development & implementation of strategic planning
Highly motivated and self-aware
Highly organised with a forensic approach to detail
Proven experience working with public sector clients
Have a strong focus on continuous improvement, looking for opportunities for innovation, efficiencies, improvement and value for money, as well as commercial acumen to generate new business with the existing client base.
Excellent time management skills including being able to self-prioritise workload according to business needs and meet deadlines
Ability to manage multiple tasks and have excellent follow up skills both internally and externally
Must have a knowledgeable, confident and enthusiastic approach to the events industry, spanning across both live and virtual events, understanding the process of tactical marketing, account strategy and creativity.
Strong communication skills, both written and verbal, including the ability to present information clearly and concisely
Proven leadership skills but also still able to be a team member
Can demonstrate the ability to carry out tasks within set timeframes
Self-prioritise workload according to the business needs

Contact Details:
Identity Group
Tel: 000 000 0000
Contact: Danny Pulleyn

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