Client Services Manager

Job content

Client Services Manager

POSITION SUMMARY

Reporting to the Operations Director, the Client Services Manager is responsible for successfully leading our Client Services activities to deliver best in class customer experience for all HGI customers (UK and Global) - across all brands and channels. This role is a dual role that combines both the leadership of a small Client Services / Experience team and the direct delivery of Client services activities that are outlined below.

MAIN ROLES & RESPONSIBILITIES

LEADERSHIP

· Be the business champion for meeting & exceeding client expectations throughout their journey with us

· Be the business champion for our CRM system – ensuring usage & data integrity is solid across partner & prospect profiles

· Be accountable for functional performance of Client Services / Customer experience team ensuring their ‘swim lanes’ are defined, stable and deliver to required standard.

· Adopt a digital first approach to Customer experience recognising Customer expectations and preferences per market / category and shaping HGI Customer experience delivery to suit.

· Increase efficiency of departmental processes & SOP’s to grow with current resource

· Monitoring and measuring department KPI’s

· Maintain a proactive development of Client Services looking ahead and gathering stakeholder feedback and data insight to inform how Customer experience should be developed as HGI business grows.

CLIENT SERVICES/ CUSTOMERS EXPERIENCE

· Ensure all client front facing contact points of the business are up to date and responsive

· Oversee seamless enquiry & channeling process of all new business enquiries

· Driving the New Account set up and onboarding process that typically includes:

• New account set up to SOP – partner database management, ERP and CRM updating

• New account training on systems available – a client facing role where the onboarding with the various systems including use of B2B ordering portal, concierge and affiliate, and available marketing assets is undertaken in a controlled and engaged way. Support partner understanding of how to use systems and what is available to them.

• Undertake partner / new account care management programme for first 3-6 months in association with BGS team. Ensuring all healthchecks are completed across all accounts

· For all accounts being the Senior point of contact for HGI sales team to resolve / address / understand Client credit (limits and values), debtors and discount tiering.

· Track and measure At risk accounts and identify actions to reduce with BGS team

· Undertake account deprecating as necessary to maintain a clean database at all times.

· Oversee our partner & team performance programmes and translate that to determining Rewards per established criteria.

· Manage monthly comms & reporting for Affiliate Partners and C&C partners

· Co-ordinate & set up C&C Partners & manage monthly partner commission reports.

· Using systems provided maintain the HGI Broadcast list for communications, activating these communications (WhatsApp, Dot Digital etc) when needed for all partner post order communications, including shaping and advising on HGI warehouse closures, changes in processes etc

· Work with marketing,to define customer care & comms delivered on weekly, monthly & quarterly basis

ADMINISTRATION As part of a small team it is expected that this role will ‘cover’ others during holidays etc and this will include:

· Direct customer liaison – phone, email, WhatsApp, chat etc.

· Order entry in HGI systems

WHAT WILL MAKE YOU RIGHT FOR THIS ROLE?

· Passionate about beauty, spa, aesthetics & wellbeing

· Totally Customer centric

· Sales environment experience

· Confident with IT including DEAR, CRM systems/PowerPoint /outlook

· Excellent excel skills

· International exposure an advantage but not essential

· Confident speaking to prospective clients & stakeholders in professional manner

· Confident with documentation to track, plan & review performance

· Organised, multi-tasking and committed to making things happen.

· Energetic, Self-motivated, creative thinker who flourishes at working independently

· Drive to go that extra mile & identifying opportunities to meet and exceed objectives

· Strong communicator

ABOUT THE COMPANY & BRAND

Harpar Grace International is an entrepreneurial, dynamic and passionate company founded in 2013, specialising in the development, distribution and management of luxury, cosmeceutical, spa and retail brands. Creative yet commercial the company has been achieving strong year-on-year growth and the team is rapidly expanding to support the ongoing growth of the company and development of our portfolio. We are committed to delivering a personalised service and bespoke solutions fuelled by creative thinking.

Harpar Grace are the exclusive distributors forDéesse PRO LED Light therapy globally and the iS Clinical Cosmeceuticals (UK & Caribbean) , Totally Derma nutraceuticals throughout UK & Ireland