Head - Client Solutions - Loyalty Management

HEAD OF CLIENT SOLUTIONS

Key purpose of the role :

- Develop Channel Engagement and Loyalty solutions for acquisition of new business.

- Drive strong Commercial results for the Business by ensuring retention opportunities are maximized and by actively seeking growth opportunities with existing clients.

Principal Responsibilities :

Customer Satisfaction :

- Ensure high standards of solutions to achieve client objectives

- Develop strong relationships with clients that lead to becoming a trusted ad visor

- Identify opportunities to add value and grow client relationships to maximize profitability for Organisation

- Develop a thorough understanding of client's business, industry and keep abreast of external issues & events that could impact on client objectives.

Operational Excellence :

- Own the development of new business proposals and the pitch process

- Support the Client Servicing team in the account planning process and proactively seek opportunities for growth.

- Develop and maintain a good understanding of all appropriate products and services

Financial Performance :

- Understand profitability of each of our accounts and identify areas for improvement

- Accountable for delivering retention & growth revenue, GP and net profit targets to be agreed annually on selected accounts

Learning & Growth :

- Role model the our values and behaviors in all interactions with clients, direct reports and wider team

- Responsibility for the motivation, engagement, development and performance management of direct reports/subordinates

- Actively identify development opportunities for team and self to drive Performance Excellence

Management Responsibilities :

This person is a Line Manager.

- Responsibility for the motivation, engagement, development and performance management of direct reports

- Maintain transparent communication; appropriately communicate organisation information through team meetings, 1-2-1- s, email and regular interpersonal communication

- Engage and motivate your team through the appropriate use of recognition; open communication; encouragement of contribution & feedback

- Coach, mentor and develop team, including overseeing new employee on boarding and providing career development planning and opportunities

- Empower employees to take responsibility for their jobs and goals, through effective delegation and regular communication

- Foster a spirit of teamwork that enables all team members and the department to succeed

- Role model behaviors to create a workplace culture that is consistent with the overall organisation's vision and values

- Manage the performance of your team using the Performance Evaluation framework to set clear objectives; provide feedback and identify development needs, engaging with HR, where necessary, to formally manage consistent poor performance

- Work with Line Manager and HR to recruit, select and employ new team members, as required.

Budget responsibilities :

- Responsible for delivering assigned targets in revenue, GP and net profit targets for new business and growth of existing clients

Principal working relationships :

Clients :

- Key point of contact for identified clients

Internal relationships :

- Account Managers and Sales team

Skills and Experience :

Essential :

- Proven Experience in Channel marketing and engagement.

- Proven skills in building solutions and driving client strategy

- Proven organisational and client relationship skills - being able to build rapport quickly & maintain and develop ongoing productive relationships

- Strong presentation and negotiating skills

- Excellent written and oral communication skills

- Previous people management experience

- Excellent attention to detail

Desirable :

- Proven track record of delivering profitable programmers for clients

Personal Qualities :

- Highly self-motivated, self-starter, multi-tasker

- Confident communicator (verbal & written)

- Personable, credible and able to establish trust easily

- Consistent and self-disciplined

- Trusted, collegiate style

- Team player

- Commercial and financial acumen

- Thrives on pressure