The role of the Client Director is to manage and build a successful portfolio of clients within their team; to deliver against revenue and recoverability targets and to help ensure the long-term success of our business and our people. Commanding client portfolios that would typically account for upwards of £2m revenue streams, they are vital leaders in our business.
- Owning the overall revenue and profitability targets for the client portfolio within your team
- Owning the client brief. Ensuring the brief is fit for purpose and that we will be able to deliver great work against it. Sense-checking that the work we’re doing is on brief and will delight the client.
- Negotiating the overall commercial arrangement. Working with the client’s procurement department and our finance team to give us the best commercial platform to operate on.
- Having financial overview of the account and responsible for all forecasting.
- Maintaining a complete overview of all programmes of work within your team, acting as the escalation point for clients on how the work is progressing.
- Be a strategic and escalation point for all your team’s senior clients to establish strong relationships and manage expectations, whilst promoting the work of your team and establishing them, where appropriate, as the clear client leads on all the accounts in your portfolio
- Taking ultimate responsibility for the satisfaction of accounts within your client group, leading intervention programmes to arrest declining satisfaction levels on individual accounts with the appropriate AD. (CSS score measurement)
- Leading pitches on existing clients. This means, taking the lead in facilitating the pitch process as well as delivery to the client.
- Cross-selling / up-selling within the account
- Influencing the development of the personal reputation of our clients (as far as we can).
- Innovating new added value initiatives to strengthen the client relationship.
- Entertaining clients appropriately to strengthen and build the relationship
- Authoring ongoing client plans and ensuring that our clients have a voice within them. Using the client plans as a live tool to build the account.
- Inducting new clients or new client teams into our business. Ensuring they know how we work, what our processes are and how to get the most out of us. Also underlining what we expect of them.
- Instilling a sector and client understanding into your DG client team, using effective channels that facilitate optimum understanding of the information.
- Managing career development and employee satisfaction of direct reports. Focussed on ensuring they have appropriate goals set and are given the tools and opportunities to meet them.
- Conducting annual performance reviews and monitoring performance throughout the year. Taking appropriate interventions to recognise both strong and poor performance.
- Assisting the Client Partnership Director in recruiting new talent into the client group, ensuring thorough inductions take place to set new joiners up for success at DG.
- Managing employment relations such as performance improvement, grievances and dismissals. Also manage team leave such as holiday, flexible working, sickness absence and maternity/paternity leave – all in accordance with DG policy.