Client Services Lead – Communications & Engagement (Automotive)

Location: Milton Keynes

Job purpose:

The Client Services Lead will be responsible for the day to day account management (design, delivery and execution) of client employee/dealer engagement, communications & incentive programs.  To understand and generate new client opportunities across all our event management and engagement services.  To work collaboratively with peers and integrated project teams to achieve successful client delivery whilst adhering to client SLA’s.    

Key responsibilities and accountabilities:

• Client Management

  • Autonomous responsibility for specific client relationships with day to day accountability for client service delivery and growth
  • Identify and develop new business opportunities wherever possible
  • Attend client meetings and reviews on a regular basis in line with client requirements and/or the client account plan
  • Update and review client specific SLA’s, contracts and process requirements
  • Manage all client RFP’s, proposals & pitches ensuring input from all relevant integrated service areas ensuring submission within timeframes specified
  • Lead and attend (or support of client board Director owner) all client pitches as and when required

• Employee/Dealer Engagement Program Management

  • Develop the employee/dealer engagement strategy in conjunction with the client and their expectations
  • Develop employee/dealer performance & sales measurement tools to enable accurate measurement of all engagement program initiatives
  • Design and deliver engagement programs with a view to influencing behaviours to encourage achievement of desired performance/development/attitude
  • Design and deliver high impact engagement and incentive programs
  • Report on the success of each program, measure ROI and provide statistical information to the client as per brief

• Project Management

  • Ensure accurate and timely execution of all engagement and communications activity in line with client expectations
  • Ensure all confirmed event projects are handed over to the event project management team in a timely manner
  • Manage and implement client and touch (all service areas) project objectives, ensuring initial team briefings take place and ongoing project meetings are implemented as and when required to ensure profitable and successful delivery of all projects within agreed timeframes
  • Provide consistent leadership, motivation and direction in a collaborative manner to all engagement and project team members as required
  • Attend team briefing and debrief meetings and ensure implementation of ‘learning/best practice’ for delivery across all operational teams
  • Review and agree supplier contracts and addendums in conjunction with the project management and sourcing teams as required 

• Client Governance

  • Liaison with Governance Team to ensure all process documents are up to date and accurate
  • Ensure compliance with client and company SLA’s
  • Ensure compliance with all client and company privacy and security protocols
  • Ensure compliance with GDPR (General Data Protection Regulations) 2018 Regulations

• Budget reconciliation & finance management

  • In conjunction with the project finance team, create initial client budgets ensuring:
    • Client SLA’s and contractual commitments are taken into account
    • All associated costs and fees for the successful delivery are included
    • Profit is maximized wherever possible
    • Upsell opportunities are considered, highlighted and suggested where appropriate
  • Regularly review finance Job Logs and status of events and update accordingly
  • Provide budget forecasts for each account to the project finance team as required

• Resource Management

  • Managing day to day engagement team resource to ensure effective delivery of client activity
  • Identifying as required, additional resource requirements to deliver client engagement and communications activity. 

• People Management

  • Working with the Group Talent Lead to implement and maintain development plans for all direct report team members taking into account:
    • Current Skills Analysis
    • Training Needs Analysis
    • Individual’s Needs & Desires
    • Development Planning Strategies
  • Develop, mentor and coach all direct reports ensuring periodic meetings to discuss progress and review development plans
  • Provide consistent leadership, motivation and direction to all team members
  • Encourage the sharing of best practice and deliver to touch standards at all times
  • Prepare monthly Client project analysis to ensure team & recruitment costs are assessed against client budget
  • Participate in the interviewing and selection of new team members once approved by Board Director

• HubPlanner

  • Management of resource allocation to job
  • Management of direct report holidays
  • Input of timesheet activity on a weekly basis

•The Big Intimacy

  • Live our values everyday:
    • Team Player
    • Adventurous
    • Creative
    • Trusted
    • Courageous
    • Loyal

• General

  • Work collaboratively with Board, Peers and all teams to ensure effective delivery of all client projects
  • Attend company training days as and when required
  • Attend company meetings as and when required
  • Have Fun!

Enjoy what you do, never be afraid to positively challenge and go the extra mile to exceed the client expectations adding wherever possible a little touch of magenta magic!

Interested?

Please apply by sending your CV to Jackie Kanhai at jackie.kanhai@touchassociates.com with a cover letter outlining why you sparkle.