Client Services Director

  • Location London / Kent
  • Salary Negotiable
  • Posted Date 04-05-2021
  • Expires 30-06-2021
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Job Summary

We are looking to add a Client Services Director to our team. The CSD works alongside the Leadership Team to provide commercially-focused leadership to drive our growth and service offering, ensuring that the Elements’ business strategy is effectively delivered across the client base and that projects are delivered to the highest possible standards. The CSD seeks opportunities to enhance client strategy.

 

Main Tasks and Responsibilities:

  • Is responsible for defining, owning and delivering revenue across all accounts in the team
  • Provides effective leadership to help drive exceptional delivery while continuing to maximise efficiency
  • Develops internal and external review processes to ensure quality, accuracy and compliance
  • Ensures learnings and best practice are shared across the teams
  • To ensure that the financial tracker is up to date at all times, accurately reflecting all live business, invoicing and future opportunities, allocating responsibility and training on how to do this within the team as appropriate
  • Has overall responsibility for cost efficiency and profitability across all accounts in the team
  • Develops relationships with key international client contacts, key societies and key external experts
  • Provides senior representation to clients and proactively seeks to resolve areas of concern
  • Mentors all members of the Client Services team
  • Ensures appropriate training is received for career progression
  • Has an all-encompassing knowledge of medical education and the pharmaceutical industry
  • Uses this knowledge to provide counsel for clients across designated accounts
  • Works with the team to ensure that all projects delivered are compliant
  • Ensures learnings and best practice are shared across the teams
  • Provides strategic input into key accounts across the group, with a working knowledge of both strategic and tactical medical education vehicles
  • Expands business base with and beyond existing clients into new groups, new divisions and new client companies
  • Provides the interface between the CST and the OLT to propose initiatives that could enhance the overall development of the Group
  • Works with the OLT to direct account allocation within the CST, ensuring the business is resourced appropriately, with a continual focus on maximising operational efficiencies
  • Proactively counters competitor activities to ensure the best possible outcome. Identifies opportunities to continue to evolve and improve customer service approaches
  • Inspires and motivates others to create a culture of customer service excellence
  • Communicates clearly in a way that inspires and motivates others and influences all levels of the business
  • Engages with others to gain their commitment and ownership of ideas to drive the greater success of the Group. Proactively demonstrates best practices and highlights shortcomings
  • Initiates, communicates and implements effective strategies to achieve team and business goals
  • Encourages and solicits ideas from their team to share with the OLT with a view to shaping the future direction of the Group
  • Actively suggests and shares initiatives to grow the success of the Group and establishes a culture of mutual trust between individuals and teams
  • Sees the bigger picture and demonstrates a willingness to prioritise the needs of the Group over the needs of the immediate team

 

Experience Required:

  • Preferably PhD, but science degree and significant interest in the area as an alternative and proficiency in Microsoft office (in particular Outlook, Excel, Word and PowerPoint)
  • Commitment to Obsidian and our ethos.
  • Proven ability to understand and direct client strategy and deliver a wide variety of aligned projects without supervision across multiple account teams
  • Requirement for UK and overseas travel in line with business needs
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