About the Role
We are seeking a dynamic and experienced professional to lead our Client Relationship Managers for local clients and the Contact Centre Supervisor.
* Lead and mentor the Client Relationship Managers and Contact Centre Supervisor, supporting team development and performance.
The ideal candidate will have a proven track record in team management and leadership roles, with a strong background in client relationship management.
Demonstrated success in improving service performance and driving operational outcomes is essential. Excellent communication, analytical, and problem-solving skills are also required.
The successful candidate will have proficiency in budgeting, forecasting, and contract management, as well as financial acumen, including understanding of margins, freight costs, and commercial contracts.
Key Responsibilities:
* Manage strategic relationships with clients and internal stakeholders.
* Oversee client service operations to ensure service levels, quality, and efficiency are consistently achieved.
* Develop and deliver on operational account plans, including contract renewals and performance metrics.
* Identify opportunities for continuous improvement and simplification of service processes.
Requirements:
* Proven experience in team management and leadership roles.
* Strong background in client relationship management.
* Demonstrated success in improving service performance and driving operational outcomes.
* Excellent communication, analytical, and problem-solving skills.
* Proficiency in budgeting, forecasting, and contract management.
* Strategic thinker with a hands-on approach.