Client Engagement Manager

Overall responsibility to cultivate and maintain strong client relationships, surpassing client expectations by tailoring services to their unique needs. Ensure effective client communication and foster client satisfaction through proactive engagement and timely issue resolution. Build and nurture long term relationships with clients by understanding their needs and delivering exceptional service. Collaborate on contract renewals, resolve client issues promptly, and maximize revenue through upselling opportunities. Engage in strategic planning to align client services with business objectives and drive continuous improvement.
Responsibilities:

• Cultivate and maintain strong relationships with existing clients ensuring the clients perception of value provided by Creation is surpassed
  
• Understand the unique needs and objectives of each client to tailor our services to meet their requirements
  
• Collaborate with clients to negotiate terms and conditions of contract renewals
  
• Collaborate with internal teams to resolve client-related problems and ensure client satisfaction
  
• Contribute to revenue growth by identifying upselling and cross-selling opportunities and successfully closing additional service contracts with existing clients
  
• Gather and analyse client feedback to identify areas for improvement and enhance the client experience
  
• Provide insights and recommendations for service enhancements
  
• Maintain accurate and up-to-date client records, contracts, agreements, and ensure that the CRM and filing systems are consistently updated for all client projects.
  
• Maintain long term relationship with the client
  
• Prepare regular reports on contract renewals, client satisfaction, and revenue growth
  
• Achieve a high rate of contract renewals by proactively managing the renewal process and addressing client concerns effectively
  
  
  
• Maintain and improve client satisfaction levels through consistent communication, issue resolution, and relationship-building efforts
  
• Accurate and up to date CRM system and filing system
  
• Provide insights into performance trends and recommend adjustments to strategies as needed
  
• Staying up to date on all legislative, compliance, tax, and legal requirements, and ensuring clients are informed of their obligations
  

Requirements

• Degree qualified
  
• 10+ years of experience working in Sales and Client engagement roles
  
• Strong customer service acumen with proven sales expertise and persuasive skills to build and maintain client relationships
  
• Excellent verbal and written communication, active listening, and interpersonal traits that foster trust and collaboration with clients and team members
  
• Skilled in analyzing data, identifying solutions to complex issues, and maintaining attention to detail for accuracy
  
• Highly organized, process-driven, and capable of managing projects and multiple priorities effectively
  
• Experienced in leading teams, guiding projects, and supporting team-based work with empathy and patience
  

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• High-level IT skills, including CRM and other relevant software, to streamline client management and operations
  

Benefits

• Performance-based bonuses & participate in profit share scheme
  
• Eligibility to be part of CBC equity plan
  
• Access to CBC Academy to learn, develop and grow with the organization
  
• Attractive salary package, commission structure & exclusive discounts
  
• Training & development opportunities
  
• Extra annual leave for 2+ years of commitment
  
• VIP access to networking events
  
• Excellent health package & additional benefits
  
• Team building & social activities
  
• Opportunity to work with industry leaders