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Client Service Manager

Client Service Manager

# of Openings 
Job Locations 
Min. Exp. (Yrs) 
Posted Date 

More information about this job


The Purpose of the Role:


  1. Leadership of the client(s) team(s) to enable and drive performance that exceed client expectations by adding value beyond the agreed Key Performance Indicators (KPIs) and to build CPM’s business by developing the services provided to them in order to ensure growth for CPM and retention of client.
  2. To deliver, as a minimum, planned budget spend and to deliver agreed profit levels to CPM.
  3. Be a senior leader within CPM, espousing our values while always driving, improving and growing both our business and our clients’ businesses.


  1. Client:
    • Own the client(s) end-to-end on behalf of CPM.
    • Maintenance and development of client stakeholder relationships, including regular meetings to review performance of the operation, both financially and against agreed KPIs, SLA’s and contracts.
    • To keep fully up to date on client businesses, objectives and market place, to enable business focused discussion and proposal of proactive operational solutions
    • Understand the Client strategy and business to add value and execute brilliantly for their account
    • Prepare and conduct a formal annual review with the client focussing on innovative developmental recommendations drawn from best practice examples in use elsewhere within CPM
    • To validate and interpret client reports and results, in order to provide value adding executive summaries and provide appropriate recommendations to clients
    • To generate new ideas and ways of working internally, through sharing within / across CPM or through research.
    • To consistently strive to reach highest standards of performance for customers.
  2. Team:
    • To recruit, train, motivate and develop direct reports and to ensure the field operation is effectively managed by being fully briefed, trained and equipped to fulfil the set tasks.
    • To performance manage the contract team - maintain and develop systems to measure achievement of objectives, including an appropriate level of field accompaniment and auditing.
    • To encourage an environment of coaching, learning and development within the team
    • To conduct / ensure annual and mid-year appraisals for field team meetings
    • Identification of business development opportunities and preparation of and/or provide assistance to the Client Service Director to prepare and present profitable strategic proposals to add value to the client operation and extend the services provided
  3. Financial
    • To monitor and manage budgets, ensuring costs, sales and profit targets are met. To assist the Client Service Director in the preparation and negotiation of the operating budget for the following year
    • To complete face to face client budget reconciliation meetings within 4 weeks of period end
  4. CPM
    • Ensure the correct operational departments are fully briefed in time to be able to deliver the services required to fulfil the client’s objectives and maximise profitability to CPM
    • Maintain a full understanding of CPM’s services, competition and market place, to enable business focussed discussion and proposal of proactive operational solutions
    • Collaborate cross functionally and across clients to improve operations for all clients and for CPM
    • Continuously review client’s business to identify and secure additional revenue streams from existing clients
    • Provide assistance to Senior Manager on all client, team and business related issues where required


  • Ideally
    • Educated to Degree Level or Equivalent
    • 3+ years Management / leadership experience in a similar sales or service environment
  • Must Have:
    • Experience within a similar role in the FMCG/Retail market
    • Excellent client management skills
    • Good Financial acumen with the ability to prepare and control budgets
    • Previous experience of motivating teams and developing work relationships
    • Proven analysis, reporting, presentation & communication skills,
    • Ability to manage delivery against tasks of varying complexity from planning phase, through identification of critical path analysis, milestone measurement to final implementation and evaluation
    • Strategic and commercial awareness
    • Proactive, Continuous Improvement mindset
    • Ability to work flexibly and across multiple clients/priorities.
    • Operate in an effective and efficient manner to complete all tasks.