Client Relationship Manager

Savills

Role Overview

Building deep trusted client relationships, winning key instructions and broadening our client relationships is integral to Savills growth strategy. We have a Client Relationship Management (CRM) strategy in place to support this goal and our key client programme plays an important part in ensuring we implement a proactive approach to client engagement; that our clients receive the best quality advice at the right time; and that they experience a joined-up, consistent and personal experience.

We are looking for an experienced client relationship manager to join our driven and dynamic Client Development & CRM team. The role focuses on developing a number of the firm’s most valued and strategic clients. The Client Relationship Manager will need to advise on client planning through to delivering strategic activities, as well as shaping and driving our business wide next gen relationship programme.

The successful candidate will have experience in a client management role and a passion for client care and client development is a must.

Key Responsibilities

• Managing a number of key client accounts and leading client planning as well as executing the client engagement activities.
• Coach and support client teams in best practice client planning as outlined in the Savills approach to key client management and by incorporating the candidates own experience.
• Understanding the clients’ structures, operations, needs, drivers and strategic direction and use this intel to drive client satisfaction, added value and client engagement.
• Conducting client listening within the accounts and ensuring our clients’ interests and needs are always at the heart of our client growth strategies.
• Running internal client team workshops and co-chairing CRM meetings.
• Exploring opportunities for cross-selling and understanding our business and USPs fully.
• Working with client teams to formulate client plans with SMART objectives, stakeholder mapping and actions. Keep momentum.
• Tracking of key upcoming opportunities/pitches and assist in the pitch process, working closely with the Savills Bids team.
• Ensuring key clients receive Savills thought leadership and invites tailored to their needs and preferences and ensuring this provides a personal experience to key clients.
• Organising key client events as well as any other client development activities as set out in the CRM strategy and individual key client plans, e.g. client workshops.
• Utilising the central CRM platform to gather client information and ensuring it is up to date on key clients.
• Collating insights on clients via various external research portals and disseminate to client teams.
• Promoting client activities internally through the intranet and other internal communication channels.
• Conducting client analysis using financial information and other statistical information.
• Working collaboratively with Marketing, Bids & Pitches, Digital Marketing, Research and Business Intelligence teams – ensuring a joined up approach and service delivery to our internal clients.
• Shaping and driving our next gen CRM strategy to ensure client focussed behaviour and best practice are embedded as part of our colleagues’ career path. This involves close collaboration with our Talent Development teams as well as our next gen groups.

Key Skills

• Extensive client development/CRM experience with commercial acumen.
• Excellent communications skills, both written and verbal, with the ability to liaise effectively with both internal stakeholders and external clients.
• Ability to influence and gain respect from senior management.
• Strong collaborator: is curious and eager to learn, builds relationships and consults with others, quickly establishes trust and credibility.
• Diplomatic, bringing fresh ideas and challenging the status quo with the ability to influence others.
• Strong active listening skills.
• Highly organised, self-motivated and reliable. Ability to work accurately, paying careful attention to detail.
• Can-do attitude with ability to work effectively independently and as part of a team when necessary.

Team Overview

Making a positive impact for our clients is at the heart of our purpose at Savills. The Client Development & CRM team’s main goals are to ensure that as a business we create and nurture strong enduring relationships, that we continually listen to our clients, and that we work in collaboration with colleagues for the benefit of our clients. If it matters to our clients, it matters to us.

Find out more about Savills offer

Recruitment agencies

Savills only pay agency fees where we have a signed agreement in place and that agency has been previously contacted and directed by a member of our recruitment team. We do not pay agency fees when speculative and unsolicited CVs are submitted to Savills or any of our employees other than via our careers website and through our recruitment process. If this is not adhered to, agency fees will not be paid.Submission of any unsolicited CVs or proposals to Savills will be deemed evidence of full and unlimited acceptance of this approach.