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23 April 2014

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Client Relationship Manager - Cape Town

Call Centre Staffing R 65000 per month
  • Recruiter: Call Centre Staffing
  • Location: Cape Town, Western Cape
  • Salary: R 65000 per month
  • Sector: Management & Executive Jobs
  • Job Type: Permanent
  • Date Added: 10 April 2012
  • Applications: 0
  • AA/EE opportunity?: No
  • Benefits: Not Included

JOB ROLE


The purpose of this role is to take full accountability for one or more client accounts, maintaining and managing the long-term strategic relationships.


KPI’s



  1. Client Relationship Management



  • Builds, maintains and takes ownership of a professional working relationship with the client on behalf of the business.

  • Works to understand the client’s budgetary constraints, business risks and issues with a view to seeking new business opportunities.

  • Maintains open and honest channels of communication at all levels within the client’s organisation

  • Manages the client’s expectations and works with the General Manager: Operations to ensure their objectives both tactical and strategic are achieved within the agreed budgets, deadlines and to the client’s satisfaction.

  • In conjunction with the General Manager: Operations, seeks and identifies opportunities to increase the value that the business can add.

  • Works with the client to identify and/or develop new business opportunities

  • Acts as commercial escalation contact for the Client.



  1. Market Awareness



  • Translates market knowledge into business opportunities.

  • Maintains a complete and in-depth knowledge of business on-and-off shore capabilities.

  • Identifies and introduces opportunities with business clients to the wider Dimension Data group of companies



  1. Commercial Management



  • Achieves business development and incremental revenue targets

  • Ensures invoices are prepared accurately and dispatched in a timely manner, and paid by the Client in accordance with contract terms.

  • Prepares and develops cost models and business plans as necessary.

  • Prepares and develops ROI models for new initiatives as required

  • Ensures credit collection activity takes place in a timely fashion in a manner that supports the long-term relationship with the client.

  • Understands and maintains challenging financial targets, both in terms of the agreed contractual financials and in terms of revenue stretch

  • Ensures Letters of Intent and contracts are agreed and signed by both parties before work commences and costs are committed to.

  • Ensures third party contracts are agreed and flexible to meet all needs

  • Ensures all internal agreements are in place before work commences

  • Ensures the client agrees and follows a change control process.

  • Oversees all contractual change management and control procedures.



  1. Risk & Issue Management



  • Documents all risks internally and with the client as appropriate.

  • Acts as the point of escalation for potential risks to the relationship with the client.

  • Takes responsibility for managing official client complaints following the client complaints procedure.

  • Analyses client and industry data and makes recommendations resulting from analyses.



  1. Reporting



  • Ensures an account audit trail is kept, including minutes and change controls.

  • Oversees the process of client contact reporting.

  • Ensures meetings are minuted, and that risk, issue and action logs and maintained and reviewed on a regular basis with a view to service and revenue improvement.

  • Conducts frequent satisfaction reviews with the client to confirm strategic alignment.



  1. Continuous Improvement Program



  • Conducts frequent satisfaction reviews with the client to confirm strategic alignment.

  • Works with the General Manager: Operations to actively pursue a Continuous Improvement Program.

  • Proactively reviews, recommends and measures changes to processes on the account to bring about continuous improvements

It is unlawful to employ a person who does not have permission to live and work in South Africa. Unless the advert states otherwise, please ensure you have this permission before applying.

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