VP, Client Partner Experience

Altair Global, City of Westminster

VP, Client Partner Experience

Salary not available. View on company website.

Altair Global, City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 2 weeks ago, 18 Jun | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: fd1bb8ee77b64373b096cfc4d9e4cf4f

Full Job Description

  • Work in conjunction with Regional Heads (Dir France, Dir Belgium, Dir Netherlands, Dir Ireland and VP Finance & Destination Services EMEA) and VP CX, EMEA.
  • Also work in conjunction with Supplier Partner Experience team.
  • Assist business development team with sales support at prospect meetings
  • Conduct regular visits to the client for touch point meetings including account reviews (with associated data and policy analysis) as appropriate
  • Manage and train with Operations to adapt and supply client culture nuances to result in an exceptional customer experience
  • Ensure timely and direct resolution of client issues and involve other team members as appropriate
  • Work collaboratively within a cross-functional team environment to utilise appropriate resources and resolve client issues effectively
  • Develop strategic annual client Account Plans and retention initiatives
  • Seek and develop opportunities for new services and revenue generation
  • Consult and collaborate with Global Consulting on policy updates/revisions as appropriate
  • Liaise with Operations the Change Management Process, ensure timely update of service delivery process flows and supporting detailed client documentation
  • Review internal and external client reports for accuracy and follow up on revisions as needed
  • Support client with group move planning, preparation, consultation and execution
  • Partner with Operations, Reporting and Accounting to ensure appropriate maintenance of client database with detailed accounting of contact information, Master Service Agreement (MSA) terms, policy updates, SLAs, etc.
  • Monitor operation teams' compliance with internal and client-specific process and procedure requirements, and client SLA's including meeting established service score and return rate standards
  • Contribute to professional development of Operation Managers and other team members
  • Support review of caseloads with Operation Manager(s) and adjust resources as appropriate
  • Support Quality Assurance in addressing service delivery issues

    Must possess a degree in Business, Marketing, Management, Economics, Real Estate or a related field or the equivalent experience, skills and training., 7-10 years of progressive growth in the relocation industry and/or in an operations and client services role.
  • Must have extensive experience in hands-on global mobility operations, client interface, people management, relocation policy from a policy, process and client relations perspective.
  • Broad knowledge of relocation industry and deep knowledge of the Company's service offerings and client relationship management processes.
  • Must demonstrate finely-honed analytical skills relating to complex reporting data, as well as in analysing client needs and service delivery recovery situations., 1. Ability to build client trust and advocacy through relationship management and transparency.
  • 2. Ability to understand and support sophisticated client program. 3. Ability to resolve high stress client issues and understand related operations processes and procedures. 4. Ability to manage multiple tasks, including interpreting policies, resolving client issues and making sound business decisions with the big picture in mind. 5. Ability to solve practical problems and deal with a variety of variables even in situations where only limited standardisation may exist. 6. Ability to read and effectively analyse reports (e.g. financial, quality, annual) and to communicate client reporting needs effectively to Altair reporting department. 7. Ability to assign and delegate work, problem solve, answer questions, and evaluate results of performance. ESSENTIAL PHYSICAL FUNCTIONS The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Ability to communicate professionally and effectively verbally and in writing to managers, prospects, clients, and team members. 1. Ability to travel (within or outside the US) independently to client, company or other meeting sites to conduct or attend meetings, including lifting and carrying up to 25 pounds on occasion. May require 30% or more time traveling, or as dictated by client need. 2. Ability to use hands and fingers to operate, handle, or feel objects, tools or controls; and reach with hands and arms. Employee must demonstrate knowledge of and support Company vision and value statements, policies and procedures, privacy, security and confidentiality standards and code of ethical behavior.

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