Client Services Lead

7 months ago

Johannesburg, South Africa CBR MARKETING SOLUTIONS Full time

**Job title**:
Client services lead - senior management

**Department**:
Client Services - Sales

**Reports to (Function)**:
**Dual reporting line**: Operations manager and CEO.

**Job Purpose**:
The main objective of the client services lead is to ensure client retention and the growth in/of services supplied to and charged to the client base by CBR. This is achieved through the management of the performance of the client services team, requirements for retention, new business, and upselling on existing portfolios.
The Client Services Lead will ultimately be responsible for maximising customer satisfaction and increasing client use of CBRs products or services. And will serve as a manager, mentor, and thought leader who oversees customer support and delivery of the client services team.
The above will be achieved by implementing strategy, insights, required Digital training, and mentoring that is directed to adequately manage existing and new client portfolios. The Client Services Lead is required to maintain professional relationships both internally and externally with the clients, provide insights that support the product services offered by CBR and ensure that the outputs of the Client Services teams meet the set objectives of the client.
Fundamentally he/she will be responsible to support and grow company revenue accordingly and in alignment to objectives set by CBR.
Key Objectives
Internal client services management and operational support of the assigned team.
Upskilling and training the client services teams in all areas, including but not limited to digital training, product knowledge, analytical thinking, best practice, client portfolio management and directing overall objectives of Exco to achieve maximum outputs and customer satisfaction.
Responsible to manage and support client services in order to achieve maximum revenue (retention, upsells/ new business).
Liaison between client services team and digital team, to direct required delivery outputs, implement understanding and ensure processes and procedures follow correct channels allowing for efficiency and adequate management of resources and timelines.
Liaison between client services and other departmental heads to facilitate and manage all client queries as a point of escalation for CSMs.
Upper-level relation building with the new business executive.
Oversee hours Recons and SLAs in conjunction with new business and the CEO.
Manage and facilitate all executive communication channels.
Price Modeling, proposals/ SLA drafting and experience with client presentations.
Above-the
- line media planning would be an added advantage.
Data analytics and interpretation would be an advantage.
Research to provide insights and implement strategies accordingly to ensure CBR rem ains top of mind with client.
Key results

**Performance will only be satisfactory when**:
Develop and implement best practices to drive consistently strong ROI and ease of doing business and to scale for anticipated growth and drive upsells accordingly with team.
Develop and execute service strategies tailored to client needs, team development, and revenue objectives in consultation with Head of Digital, New Business and the Operations manager.
Monitor account performance for optimal ROI, client satisfaction, competitive analysis, and future strategy building linked to generating additional revenue for CBR.
Provide a support role to client services and digital by conducting research and gathering data on clients, the market and the competitive environment, in order to identify key improvement areas in client account management and maintenance.
To supervise, track and evaluate all day-to-day activities of client service’s managers, which will include but not limited to performance management, managing and re-assigning client portfolios in consultation with operations manager, identifying opportunities with CSM and digital within portfolios, manage and groom client services relationships with assigned clients in portfolio.
To develop and implement, where necessary, Inter-departmental processes that pertain to the CSM department in order to increase productivity, resource allocation and efficiency within the agency and delivery to clients. This will include but not be limited to nurturing and growing internal relationships with all HOD’s, identifying collectively where CSM’s are lacking in knowledge and understanding of products and services.
Support and translate digital requirements and understanding within Client services.
Obtain ongoing client and partner feedback to assess performance against organizational objectives
Engage with Manco team to represent business results and advocate for required client needs.
Run recruitment and evaluation process within Client services, identifying resource management and capacity planning based on new and existing business.
Understand and train client services (and/or client) on product offering, tools, campaign management workflow and/or

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