Head of Client

**Job purpose**

The Head of Client is responsible for leading the development, implementation and management of the client engagement strategy for existing clients aligned to the BU and company strategy and values. The role is responsible for end-to-end client lifecycle management of existing Edge Solutions clients. It also provides strategic, innovative and operational leadership to Solutions Leads and Associates which requires a strong leadership acumen and the ability to manage a high performance team. The role provides leadership in business development activities by developing and driving sales and retention strategies for existing clients. The role is responsible for ensuring quality client solutioning by undertaking the role of trusted advisory in the eyes of the client, the role is also expected to glean key insights from client engagements that will guide the formation of programmes that speak directly to the client need as well as the creation and enhancement of products aligned to the same.

This role also provides support to the Solutions CE to drive and deliver business growth by taking ownership and leading the development of the company’s business development strategy, including maintaining awareness of the competitive landscape, expansion opportunities, markets, industry developments, etc, and using this knowledge to test and refine:

- Competition positioning
- Customer selection
- Product offering/ mix
- Business model
- Product strategy & roadmap

This role is also responsible for the development, capacitation and implementation of the Edge Strategic Account Manager (SAM) model which are to serve as advisory, ensuring in-depth analysis and understanding of specific client accounts to drive value add, identify sales opportunities, risk management, and ensure client retention. Ensure innovation and agility to programme delivery to meet client needs and requests.

**Reports to**: Solutions Chief Executive

**Reportees**: Solution Leads; Solution Associates

**Core activities**

**Business Operations and Team Management**
- Drives focus on building of capacity and capability throughout the team
- Drives a high-performance culture and high engagement levels within the team in line with the Edge Group culture and EPIC values
- Ensures the implementation and continuous enhancement of the Employee Value Proposition (EVP) (including remuneration) to optimize engagement
- Ensures that the Client function is resourced with the skilled and competent staff for the current and future business needs
- Drives implementation of a talent management process in the Client function aligned to BU strategy and company policy
- Ensures attraction, development and retention of talent for the function.
- Ensures proper onboarding and integration of new team members into the function
- Implements the function’s team training schedule to ensure availability of skilled employees.
- Implements effective performance management in the function in line with the relevant Edge policy.
- Implements the spirit of Care and Growth in the function
- Supports the Solutions CE to position the Edge Growth SME programmes as best in class within the market

**Solution Delivery Management**
- Provides leadership on Client Management and sets the tone for engagement rhythms
- Develops, implements and manages initiatives and interventions to establish and entrench positive client relationships
- Ensures coordination of regular analysis and reviews on the programmes solutions to clients (internal and external) to establish their effectiveness and efficacy
- Ensures coordination of relevant business functions to effectively deliver on client needs
- Drives and facilitates collaborations to meet the clients’ needs
- Ensures coordination of process to drive the sharing of learnings and insights to improve the clients’ offerings and quality of solutions proposed to clients
- Provides support in the enhancement and development of the Programmes’ products
- Provides client insight and feedback to the Product team to ensure continuous improvement on Programmes offerings
- Oversees the incorporation of appropriate technology to support programme delivery

**Client Strategy**
- Provides support to the Solutions CE in developing, implementing and managing the strategy and operational plans of the Solutions Business Unit
- Positions the Edge Solutions Business Unit to become a trusted advisor on SME Growth and Support
- Contributes to driving the profitability of Solutions by actively supporting improved margins, revenue growth and efficiency of the delivery processes
- Manages internal communication and reporting through internal Edge Manco, SAM focus groups and Board communication (when necessary)
- Ensures the close out and renewal of programmes by ensuring an efficient preparation lead time
- Ensures effective management of all client and other stakeholder engagements including programme scoping sessions, steering committee and repo