Client Relationship Executive

The Curve Group
12 Jan 2018
13 Feb 2018
Contract Type
Full Time

Job Title: Client Relationship Executive
Reporting To: Client Relationship Manager
Salary: Up to £35,000
IESA are an International Business Process Outsourcing (BPO) organisation managing its customers' indirect material spend via an integrated e-procurement platform. Their client list includes multinational organisations such as Astra Zeneca, Jaguar Land Rover, Carlsberg, Premier Foods and NSG.
In 2011 IESA were brought by a private equity firm by the name of Gresham. Gresham's buyout plan is to take advantage of their growth in the outsourcing market, expand into the international market and also expanding them into new verticals.
Having recently won a new, high profile client in the Teesside area and we are in the position looking for a strong Client Relationship Executive to join IESA Ltd.
This is a site based role, located in TS6.
Role Definition:
Working closely with our Clients' senior stakeholders you will support with the management of the strategy and overall delivery of IESA's integrated supply capability in the MRO (Maintenance, Repair and Operation) field, driving the delivery of reduction of costs on indirect materials whilst effectively supporting the Client Relationship Manager (CRM) with the management of a Team of Engineering Stores personnel in line with Key Performance Indicators (KPIs).
Job Description:
* To support with the management of the Client relationship in operational performance delivery as well as commercial arrangements
* To support the production and delivery of monthly and quarterly Client Key Performance Indicator (KPI) reports
* To support the preparation and checking of Client invoicing reports for the Client Relationship Manager (CRM)
* To ensure orders are received from the Client in a timely manner for the purposes of processing monthly invoicing in line with contractual arrangements
* To ensure all queries and non-conformances received from the Client are responded to within one working day
* To liaise with the Project Management Office (PMO) and provide operational support where necessary to ensure the seamless implementation of all projects
* To work closely with the Project Management Office (PMO) to ensure the resource plan is reviewed, analysed and reflective of the real-time situation
* To work with the Project Management Office (PMO) and Human Resources (HR) Team to source new candidates when necessary supporting with interviews and assessment in line with agreed Job Description(s) and/or Person Specification(s)
* To attend Client meetings to present service delivery results when required
* To ensure all Client Stores exceed internal quality benchmark scores via internal audit mechanism
* To provide inputs to all account development and new bids and undertake Client presentations to secure the same when necessary
* To support with the production of Client case studies
* To operate as the key point of Client communication and feedback including the provision of performance based reports, pricing and service proposals
* To support the Client Relationship Manager (CRM) with the management of Engineering Stores Envoys where required
* To carry out such other duties which are consistent with the nature and responsibilities of the job role
Competencies Required:
The ability to demonstrate and drive IESA's Company values:

  • Champion Change
  • Render Recognition
  • Embrace Partnership
  • Exude Pace
  • Deliver WOW

The ability to work effectively under pressure and to strict deadlines within a rapidly changing business environment
The ability to lead and coordinate cross functional teams to drive increased revenue within existing accounts and exceed Client expectations
Skills Required:
* A positive attitude with the ability to exceed Client expectations on a day to day basis
* Resilience together with a strong and driven leadership style
* Strong numeracy skills with the ability to construct account P&L plans at EBITDA level
* Strong interpersonal and influencing skills together with a persuasive communication style
* Commercially astute together with advanced presentation skills
* Intellectually strong with demonstrable problem solving skills
* Data analysis and Microsoft Excel skills including the production of pivot tables
Experience Required:
* Successful track record of delivering P&L performance across multiple Client locations
* Proven experience of leading a Team
* Demonstrable track record of exceeding Client Service Level Agreements (SLAs) and Key Performance Indicators (KPIs)
* Demonstrable record of successful key account management delivery across multiple Clients
* Proven track record of Client satisfaction and identification of additional business opportunities
Knowledge Required:
* Thorough understanding and evidence based history of operating Client/contract retention techniques