Matrix
Client Relationship Manager
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Salary: The salary for this role is £35,000-£55,000. We pay within this range based on the skills, experience and qualifications you bring relative to the role's requirements.
Closing date - 17th July 2026
Hybrid – Basingstoke or Milton Keynes Office and attending Client Meetings
Our passion and purpose at Matrix Security Watchdog (MSW) is to ‘Connect people to work’. Our technology, and over 400 exceptional people, make that possible by bringing together organisations that need solutions to meet their recruitment needs. We provide products and services that allow our customers to recruit temporary, contingent or permanent staff, managing the screening and compliance of all workers. We already do this for over 4,000 customers across the UK and as that number grows, we are continually looking for great people to join our team.
MSW is the UK’s longest established and most respected provider of global pre-employment screening. Through a combination of our leading-edge proprietary platforms and services, we help our customers across global blue chips and SMEs to make informed hiring and engagement decisions.
The Role
The Client Relationship Manager role is a key part of MSW’s front office function. In this role you will work with the Client Services Director and cross-functional teams from across MSW and Matrix Group, front, middle and back-office functions to take responsibility for partnering with a pre-defined group of customer accounts focussing on driving positive and lasting relationships with influential customer stakeholders, built on trust and respect for your subject matter expertise. You will be responsible for designing and implementing strategic account plans, overseeing the delivery of services in line with revenue and profit margin forecasts, leading on the extension and renewals process, and be accountable for identifying and leading opportunities to expand wallet share and new revenue growth opportunities through the upsell of services.
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Duties and Responsibilities
Client Relationship Excellence
- Key point of contact for your clients - Serve as the primary strategic partner, building long-term, trust-based relationships at all levels.
- Accountable for all clients meeting delivering contractual commitments.
- Proactively identify and address client needs.
- Organise, facilitate and deliver Monthly Reviews, Quarterly Business Reviews and Annual Business Reviews, on-site meetings, and regular communication to maintain strong client engagement.
- Drive continuous improvement initiatives, ensuring our service evolves to meet client expectations.
Revenue & Growth Optimisation
- Manage revenue and profitability of client accounts, ensuring sustainable growth and commercial success.
- Identify new business opportunities, including expansion into additional service categories and cross-selling of Matrix solutions.
- Partner with client stakeholders to uncover cost-saving and revenue-generating strategies.
- Optimise contract longevity, securing renewals and extensions through outstanding service delivery.
Insight-Driven Account Management
- Leverage data analytics to provide clients with actionable insights and value-added recommendations.
- Prepare and present comprehensive account plans and forecasts.
- Influence client decision-making through clear, compelling storytelling backed by data.
- Working closely with the Growth and Product teams, ensure all additional client services beyond contractual scope are appropriately valued and charged.
- Support the Project Management Office (PMO) Team in onboarding new clients and transitioning them to business-as-usual operations.
- Accountable for client onboarding.
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Strategic Contract Management & Retention
- Develop and implement client-specific retention strategies, ensuring long-term partnerships.
- Collaborate with the Growth Team on new bids, renewals, and pricing strategies.
- Partner with contract managers and procurement teams to ensure timely contract agreements and renewals.
Required knowledge, skills, education and experience
- Background Screening Industry Experience – Demonstrable experience of working in the background screening industry.
- Passionate about Customer Relationships – You excel in building trust, rapport, and long-lasting partnerships.
- Exceptional Communication & Influencing Skills – You can effectively engage stakeholders at all levels.
- Data-Driven Mindset – Strong analytical skills and proficiency in Excel to extract insights and tell compelling client stories.
- Commercial Acumen – Deep understanding of revenue generation, cost optimization, and strategic account management.
- Resilient & Adaptable – Thrives in a fast-paced environment, balancing multiple priorities.
- Expert Negotiator – Able to navigate complex discussions and drive win-win outcomes.
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