Auriga Services
Client Relationship Manager
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Role Profile: Client Relationship Manager
Team: Client Partnerships
Salary: £40,000
Hours: 37.5 hours per week, Monday to Friday
Location: Hybrid working (office base is in Birmingham City Centre) with expectation to be in the office at least one day a week. And to attend face-to-face meetings, events, and conferences as required across the UK.
Reports to: Head of Client Partnerships
Direct reports: Service Delivery & Grants Advisors
Key relationships: Partners/Clients, Heads of Service Delivery, Client Partnerships team, Finance, Quality and Compliance, Service Delivery Team Managers, team members across the Service Delivery team.
Role Purpose:
To manage, grow, and expand strategic partnerships, ensuring retention and optimization. This role is key in delivering Auriga's mission to empower people in financially vulnerable circumstances by developing impactful and financially sustainable partnerships. The Client Partnerships Manager is accountable for ensuring high-quality service delivery while effectively leading and managing individual and team performance to meet contractual and organizational objectives.
Responsibilities:
Partnership retention and management:
- Lead and manage key client partnerships across multiple sectors, acting as the primary point of contact.
- Build strong, trusted relationships with clients, ensuring high levels of satisfaction and engagement.
- Retain and grow existing partnerships through excellent service, innovation, and continuous improvement.
Contract management:
- Ensure contractual obligations, SLAs, and KPIs are consistently achieved or exceeded.
- Monitor contract performance, identify risks, and implement solutions to address areas of concern.
- Work closely across teams to ensure contracts remain commercially viable and operationally effective.
Reporting and performance analysis:
- Produce and oversee regular client reporting, demonstrating performance against agreed KPIs, financial targets, and social impact measures.
- Analyse operational data to identify trends, risks, and opportunities for improvement.
- Use insight to support service improvements, innovation, and informed decision-making.
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Stakeholder management and collaboration:
- Develop effective working relationships with clients and internal stakeholders to achieve shared objectives.
- Collaborate across departments to ensure consistent, high-quality service delivery.
Management:
- Line manage a team of direct reports, including setting clear objectives aligned with organizational strategy.
- Plan and allocate resources effectively to ensure contractual requirements are met. Forecast staffing requirements and optimize team capacity to support service demand.
- Promote a positive, collaborative, and engaging work environment that motivates team members to perform at their best.
Performance monitoring:
- Drive individual and team performance against agreed objectives, KPIs, and quality standards. Drive continuous improvement through regular coaching, feedback, and performance management.
- Implement performance improvement plans where required to achieve expected standards.
- Monitor workloads and productivity to ensure efficient, cost-effective service delivery.
Process Improvement and innovation:
- Identify improvements to processes to ensure effectiveness and efficiency in operations, reduce time spent, and improve the customer journey of our applicants.
Qualifications/Skills/Experience (Essential or Desirable):
- Proven experience in managing a successful and diverse portfolio of strategic partnerships, including stakeholder management, contract negotiation, and reporting.
- Demonstrable experience of retaining and expanding partnerships to meet financial and non-financial targets through innovative propositions and service development.
- Proven experience in cross-organizational collaboration and working with internal and external stakeholders to meet shared objectives.
- Strong commercial acumen with the ability to drive both revenue growth and impact-driven outcomes.
- Excellent analytical and problem-solving skills, with proven experience applying data and insight to inform decision-making.
- Experience of managing contract performance and achieving excellent performance against SLAs and KPIs, able to identify and react to any areas of concern and address.
- Ability to demonstrate leadership skills and ability to motivate and manage the performance of your team, encouraging them to achieve their full potential.
- Excellent communication skills both verbal and written and ability to use your communication skills to create healthy relationships with your team and others.
- Knowledge of, or willingness to develop, a deep expertise in the primary sectors we are operating in (retail banking, water, energy, public sector).
- An existing network in regulated sectors is highly desirable, but not essential.
- Charity/trust fund/debt sector experience is highly desirable but not essential.
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The Company:
Auriga Services is a Public Benefit Entity that has been operating for 20 years and is owned by a registered charity – Evnia Charitable Trust. As a wholly owned subsidiary, Auriga is the commercial arm of Evnia Charitable Trust. Our charity-owned status makes us unique in the marketplace, which allows us to genuinely care about creating better and lasting impacts for vulnerable people and households in poverty.
At Auriga Services we understand the importance of supporting people through life’s challenges and our responsibilities and obligations towards our customers and beneficiaries including delivering an exceptional level of service, ensuring transparency, addressing customer concerns, and upholding ethical practices to create a positive and trustworthy relationship with our consumers.
Applicants must already have the right to work in the United Kingdom, as we are unable to provide visa sponsorship for this role.
For successful applicants, the planned interview dates are: Weeks commencing 17th August and 24th August 2026
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