SPS
Client Relationship Director
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Who we are
SPS is a leading Global Business Process Outsourcing (BPO) company headquartered in Switzerland with operations in the UK, Europe, USA, and Asia. We specialise in providing onsite office support services and back-office solutions to a diverse range of clients across various industries. With a proven track record of delivering exceptional BPO services, we are committed to innovation, quality, and client satisfaction.
Job Purpose
The Area Director/Client Director (AD/CD) is SPS’ key contact to the client/s representing the entire range of SPS’ products and services. Have a thorough and deep understanding of the client’s business operations and strategies, knows key personnel and transforms the client relation into a partnership or alliance, based on offering on a long-term basis products and services tailor made for the client’s specific needs.
On a proactive and ongoing basis, the AD/CD identifies with the client its needs and finds long term solutions beneficial to both the client and SPS. Responsible for the overall performance of the allocated accounts, the efficient and effective fulfilment of all contracts and coordinates the involvement of SPS personnel, including support, service, and management resources, in order to meet account performance objectives and customers’ expectations, and to resolve issues and address concerns in a timely manner.
The AD/CD is in charge of the Strategic Account Planning process within the SPS CRM System that defines performance objectives, financial plans and milestones for the mid and long term.
Duties and Responsibilities
Business Development
- Leading operational involvement in the sales process for new business to meet expansion goals.
- Identify business development opportunities across Clients based on a comprehensive understanding of the value and impact of SPS’s services to their business.
- Developing strategies to capture viable business opportunities producing detailed business cases including financial analysis on a case-by-case basis.
- Participates in strategic planning processes and develops effective strategic plans for each Client.
- Ensures effective utilisation of SPS resources to support the Client base.
- Exploiting cross-selling market opportunities effectively.
- Identifying best practice ideas by researching industry and related events, publications, and announcements; tracking individual contributors and their accomplishments.
- Closes new business deals by coordinating requirements; developing and negotiating contracts; integrating contract requirements with business operations.
- Protects organisation's value by keeping information confidential.
- Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organisations.
- Enhances organisation reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
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Operational Delivery
- Measure Client satisfaction by meeting with the Client on a regular basis escalating finding and solution propositions to the Head of Sector/CEO.
- Efficiently and effectively manage the overall client relationship with a focus on profitable growth.
- Ensure that Clients expectations are not only met but are exceeded.
- Will build Client relationships based on trust, flexibility and a professional approach dealing with any type of Client enquiry confidently.
- Resolve issues escalated by the Client escalating to the senior team as appropriate.
Candidate Skills
- High integrity
- A very good understanding of SPS’s products and services
- Good listening and strong negotiation skills
- Strong financial/budgeting capabilities
- Ability to analyse complex situations
- Good problem solver
- Ability to cultivate strong working relationships and drive collaboration across highly matrixed business teams
- Team player with a positive and dynamic personality, excellent communication and presentation skills, and strong planning and organizational capabilities
- Self-Assertiveness and willingness to take on responsibilities and challenges
- Ability to work under pressure
- MS Office proficient
Job Experience
- Strong proven experience in strategic account management or potentially senior sales management
- Expertise in solution selling
- Proven experience of senior level relationship-building
- Knowledge of the outsourcing industry
Equal Opportunities at SPS
We are proud of the progress we've made in building a truly inclusive workplace where Equal Opportunity is more than a principle, it’s a commitment in action. We have an ambitious equality, diversity and inclusion approach recognising that a more diverse workforce creates a richer and more varied working environment. Diversity drives innovation and enables us to deliver the highest quality service to our clients.
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As part of our commitment to engage positively and proactively with all our employees and to ensure an inclusive culture, we have a growing range of employee led networks that support and amplify underrepresented voices across the business, including our Women and Gender Equality Network, LGBTQIA+ community, Neurodiversity and Disability Network, Wellbeing Group, Origins Network (focusing on race, ethnicity, religion and culture), Menopause Group, Domestic Abuse Support Network and Men’s Group. These initiatives are driving meaningful change, fostering awareness and helping create an environment where all our people can thrive and contribute with confidence.
We welcome and encourage applications from people of all backgrounds and are committed to building a diverse and inclusive workforce that reflects the communities we serve.
We are proud to be a Disability Confident employer. All applicants with a disability who fulfil the role criteria will be progressed to the next stage of the process. Please let us know what reasonable adjustment, if any, you require.
What You’ll Receive from us
No matter where you may be in your career or personal life, our benefits are designed to add value and support, recognising and rewarding you fairly for your contributions.
N.B. Some roles within SPS may involve manual handling tasks. While not all positions require this, where such duties are necessary, they will be undertaken in line with an individual’s physical capabilities. If you have a disability or health condition that may affect your ability to perform manual handling tasks, we encourage you to let us know at the interview stage. This will enable us to explore and, where appropriate, implement reasonable adjustments to support you in the role. SPS is committed to providing equal opportunities in all aspects of employment. We welcome applications from individuals regardless of age, disability, gender reassignment, marriage or civil partnership, pregnancy and maternity, race, religion or belief, sex, or sexual orientation in line with the Equality Act 2010. Our commitment to inclusion applies throughout the employment journey, including recruitment, selection, training, progression and pay.
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