Director of Client Management

Overview

The Director of Client Management provides leadership and support to client management team members in a regional team while also maintaining a right-sized account portfolio to allow for people leadership as well as direct client engagement. The Director of Client Management stays engaged directly with client management initiatives at a client level and is instrumental in supporting and driving revenue growth opportunities within the client base for the team members, while also providing ‘span of control’ support for the regional team.   

Location

London, UK

Education

Minimum required:  Bachelors degree or equivalent experience.

Preferred: Bachelors

Span of Control:

Reports to:  COO

Oversight:  Client Delivery Managers and Client Managers in respective region

Roles/ Responsibilities

• Provide support and guidance to the team members in the respective region, supporting the sales and client management leadership to optimize span of control, provide ongoing coaching and development and ensure growth objectives and client deliverables are realized.
• In partnership with client management leadership, this role will be instrumental in helping team members identify and realize revenue and growth objectives, actualization and retention of client base.
• Support the team while simultaneously managing a smaller sized portfolio of clients.
• Proactively identify areas of opportunity – process, growth, function, etc.
• Cultivate and support a growth mindset environment, leading and helping develop the client manager competencies in place.
• Collaborate within team and function to drive continuous improvement and realize improved client satisfaction/NPS ratings.

Qualifications

Minimum required: 

• 3-7+ years of experience in account management/customer success/client services
• 3-5+ years of experience in leadership roles
• Experience in the hospitality and travel industry
• Experience supervising, coaching and developing staff.
• Experience in Salesforce
• Demonstrated ability to serve as a knowledgeable resource to the organization's management team that provides leadership and direction.
• Ability to understand product/platform features/processes
• Fluent in English

Preferred:

• Excellent computer skills in a Microsoft Windows environment
• Organizational management skills
• Knowledge of business productivity software and an aptitude for learning new applications

Competencies:

• Growth / commercial mindset
• Skilled at data analysis, storytelling from data
• Leadership skills
• Excellent verbal and written communication.
• Results-Oriented
• Strong Relationship Building
• Problem Solving/Analysis
• Customer/Client Focus
• Decision Making

Organizational Interlocks

Works directly within CM team, while also working across CS as a function. Works with other functions within Onyx to support CM deliverables, drive revenue and actualization, and support client retention initiatives within the team and organizationally.

Physical Demands/ Travel Requirement

Work associated with this position is sedentary in nature and performed indoors at a desk either remotely or in an office setting.

Travel for this position is less than 10%.