Client Services Manager (FTC )

Summary about this job

Detail information about job Client Services Manager (FTC ). Terms and conditions vacancy

What is the focus of this role?

• Core focus of the role is responsible for the day-to-day management of a key client account in the Aimia portfolio.
• The role will be responsible for overall program delivery and financial management, supported by the Senior Client Services and Marketing Manager and Client Services Director.
• The Client Service Manager will ensure flawless delivery of the loyalty program by working cohesively and holistically with the whole Client Service team to help drive the clients’ business and strategic objectives.

Responsibilities include:

• Develop and build solid relationships with the core client, their internal teams and other agencies.
• Facilitate Weekly WIPs and support Senior Client Services and Marketing Manager and Client Services Director with the presentation and development of QBR’s and other strategic initiatives.
• Manage and build relationships with internal Aimia teams, including analytics, IT, operations and project management teams.
• Support the day to day management of the account, observing quality, time and budget guidelines.
• Provide insights, trends and recommendations for presentations and reporting.
• Monitor and ensure that all Program SLA’s are met; Assist SCSM and CSD to manage and resolve any escalated issues within SLA’s.
• Work closely with the Solution Relationship and Service Delivery teams to raise issues and ensure they are resolved efficiently.
• Work closely with the SCSM to develop, interpret and execute client briefs
• Supported by other team members, assist in testing of all Internal and External CRs and projects before implementation, including regular data feeds.
• Develop a thorough understanding of the reporting suite and assist internal and external stakeholders in presenting relevant data
• Work closely with the analytics team to provide insights on monthly and quarterly program metrics
• Report on general loyalty trends and develop case studies, ensuring that Aimia creates value for the client.
• Develop a thorough understanding of the invoicing procedures
• Ensure all invoices are delivered to the client in a timely manner adhering to both the client, partner and internal deadlines
• Manage internal and external stakeholders to secure appropriate supporting documentation.

Essential skills and experience:

• 3-5 years account service experience, preferably in the marketing/loyalty industry.
• Strong and confident presentation skills and the ability to run effective meetings
• Exceptional written and documentation skills
• High attention to detail and with the ability to work under pressure
• Easily able to juggle multiple concurrent projects, deliverables and deadlines
• Strong organisation and planning skills, with the ability to multi-task
• Strong knowledge of MS Office
• Plans and carries out responsibilities with minimal direction.

Useful characteristics include:

• Confident and easily able to build rapport
• Flexible and adaptable to changing environments
• Energy, enthusiasm and positive attitude with a desire to progress
• Proactive and self-motivated and uses initiative for process improvements
• Ability to accept direction and suggestions for development
• Methodical in approach to the completion of tasks

What is success in the role?

• Manage successful delivery of core ‘BAU’ tasks and responsibilities, including financial management
• Ability to run internal and client WIPs to ensure all actions are completed by relevant stakeholders.
• Sound understanding of the client business objectives, loyalty program strategy and Aimia’s full suite of services
• Creating and maintaining collaborative relationships both internally and externally
• Proactively suggesting improvements and streamlining business processes
• Meeting all deadlines and managing conflicting priorities
• Taking ownership of tasks and seeing through to satisfactory completion
• Developing in-depth knowledge and understanding of internal tasks and operations

Why would you not take the role?

• If you prefer to work as an individual contributor rather than in a team environment
• If you are not numerical
• If you prefer to work as a supplier rather than a valued partner of the client
• If you don’t thrive in a dynamic, fast-paced environment