Client Relationship Director

Job Description

We are seeking a Client Relationship Director to join our commercial team as part of our Luxembourg office. You will be responsible for administering a varied portfolio of clients and providing support to the Senior Manager / Director and more junior staff within the team.

Responsibilities (how we will measure success)

In Summary:

• Core focus on attracting, retaining and growing the book of strategic Tier-1 & 2 clients;
• Accountable for the successful execution of the client strategy
• Ensures productive & profitable outcome for the business, in line with set new business conversion, revenue and profitability targets
• Creates a compelling & differentiating client specific value proposition
• Achieves deep understanding of client’s strategic priorities, goals, challenges & specific expectations
• Owns and drives the virtual client team

In detail:

•  Build, maintain and expand  connectivity with key decision-makers within designated clients;
• Establish and maintain clear communication channels with designated clients and have thorough understanding of client’s strategic priorities and needs;
• Develop and maintain Client Account Plans setting out our approach to maximising revenue growth opportunities with each client through up-sell and commercial-collaboration

• Arrange and lead Strategic Relationship Review with top group clients, ensure a co-ordinated approach across the delivery team and act as a central point of senior escalation
• Assumes overall responsibility for the relationship with the client (globally where applicable)
• Co-ordinates new business opportunities to drive win rate for the existing book of clients

• Responsible for engaging our internal legal and BI teams and overseeing the completion of all client legal documents and agreements including fee agreements, Service Level Agreements, fee quotes, Administration Agreements etc.
• Ensure Client Services Director and operational teams run servicing reviews and monitor ,Key Performance Indicators (KPIs) against SLA.
• Maintain internal CRM tools updated with commercial activities, account plans and client and business partner interaction, ensure accurate and timely pipeline management and actions taken to ensure an accurate client relationship management
• Ultimately responsible for client attrition, working in close cooperation with CSDs on drafting and execution of client remediation plans, keeps track of Client at Risk, respect internal escalation protocols and action relevant stakeholders for a proper remediation
• Monitor and remediate long-term profitability of client relationships;
• Develop and implement initiatives to remediate less profitable client relationships to acceptable standards;
• Understanding new services/developments within IQ-EQ and responsible for identifying and maximising business development opportunities within client portfolio;
• Actively monitor and identify key areas and ensure operations team have appropriate remediation plans in place to address these;
• Escalate ongoing or significant risks to client revenue appropriately
• Cash collection: ensure lockup days of client portfolio does not exceed 60 days (definition of lock up period as provided by IQ-EQ finance)
• Play an active role in developing and executing initiatives to grow the portfolio of clients and grow revenue per client.
• Represent and promote IQ-EQ as “one company” with an entrepreneurial spirit.
• Foster a culture of collaboration, respect and mutual engagement

Tasks (what does the role do on a day-to-day basis)

• Promote actively Commercial Collaboration within the group between jurisdictions, segments and across our technology solutions
• Build a strong external network with Business Partners and industry associations
• Actively participate in business development and Thought Leadership events and represent IQ-EQ externally
• Participate actively in client pitching processes together with global and local commercial teams and ensure a seamless and effective onboarding process alongside Business Implementation team
• Act as an escalation point for complex matters and complaints and pro-actively work together with Client Services Directors, Head of Delivery and Subject Matter Expert to resolve them. Promote a feedback culture aiming at continuous service improvement.
• Manage the financial and contractual relationship with the client. Reviews/renegotiates agreements if and when needed. Analysis of client / account performance to improve the relationship and profitability (lockup days, account profitability, scope, revenue trends, competitive analysis, perceived quality and account mapping.)
• Ultimate escalation points for cash collection.
• Signals (potential) risk issues and musters the appropriate company resources to mitigate such risks or to escalate in the event such mitigation efforts are ineffective or in the event the risk is too high and requires executive involvement or warning.

Deliverables (KPI’s)

• Revenue growth generated in line with targets
• New busines growth in line with conversion target
• Outbound commercial collaboration in line with target, Leads and opportunities generated.
• Client churn other than natural EOL (End Of Life).
• Lock-up period below 60 days
• Client profitability in line with target
• Ongoing pipeline management and compliance with sales process