Customer Relationship Manager

Customer Relationship Manager

Location: Weston-Super-Mare (Hybrid)

Salary: Starting from £45,000 per annum (DOE) plus performance bonus

Contract: Permanent, Full Time (37 hours per week)

At Delt Shared Services, we don’t just deliver IT and business support services - we build long-term partnerships that help our customers do amazing things.

We’re now looking for an experienced and forward-thinking Customer Relationship Manager (CRM) to join our Customer and Communications team. This is a pivotal role that bridges the gap between our customers’ ambitions and our delivery teams, ensuring their experience with Delt is consistently outstanding.

The Role

As a Customer Relationship Manager, you’ll act as the primary liaison between Delt and a portfolio of strategic customers. You’ll build trusted partnerships, drive customer satisfaction, and ensure services align with both contractual commitments and our customers’ wider goals.

Your day will be varied; you might spend the morning facilitating a customer service review, the afternoon shaping an account plan, and the following day supporting the resolution of a complex service issue. You’ll represent the customer voice across Delt, ensuring that insight, feedback, and collaboration translate into tangible improvements.

Please note, this role will require frequent travel to customer sites, as well as approx. 2 days per week spent working from our Weston-Super-Mare office. Due to this, we are looking for the successful applicant to be based locally and within reasonable commuting distance of Weston.

Key Responsibilities

• Act as a strategic partner and trusted advisor, representing Delt at senior levels within customer organisations and positioning our services as enablers of business transformation, not just operational support.
• Develop and execute long-term account strategies that strengthen partnerships, anticipate customer priorities, and align with Delt’s strategic objectives.
• Lead strategic engagement and relationship mapping across each customer, ensuring Delt is part of key decision-making conversations and future planning discussions.
• Commission and coordinate internal delivery teams to ensure services consistently meet expectations and contractual obligations, balancing operational assurance with forward-looking partnership development.
• Use data and insight to drive intelligent dialogue, leveraging customer plans, pain points, and ambitions to inform meaningful recommendations and innovative solutions.
• Identify and shape new opportunities for collaboration through business cases, value propositions, and service improvement initiatives that deliver measurable outcomes for both Delt and the customer.
• Champion Delt’s broader service portfolio, articulating how our multi-disciplinary offering can support customers beyond IT and into wider organisational performance.
• Lead on customer advocacy and satisfaction, ensuring proactive engagement, transparent communication, and continuous improvement in the customer experience.

What We’re Looking For

We’re seeking a confident, commercially aware relationship leader who combines strategic thinking with operational credibility. You’ll be a natural connector, equally comfortable influencing at board level or collaborating with delivery teams to solve complex challenges.

You’ll bring:

• Proven experience in a senior customer relationship, business partnering, or account management role, ideally within a shared services, IT, or complex multi-stakeholder environment.
• Strong strategic and analytical skills, with the ability to interpret customer insight, performance data, and market trends to inform decisions and strategy.
• Excellent influencing and communication abilities, with a track record of engaging senior stakeholders and presenting complex information with clarity and impact.
• Experience developing business cases and value propositions, demonstrating the tangible benefits of service improvement or innovation.
• A proven ability to balance strategic planning with delivery oversight, ensuring operational excellence while focusing on long-term growth and partnership.
• A collaborative, customer-first mindset and the confidence to challenge assumptions and inspire new ways of working.
• A relevant qualification or equivalent experience, alongside strong knowledge of service management principles (ITIL desirable).
• The ability to travel to customer sites across the Southwest when required.

Why Delt?

Delt is owned by the public sector but operates with the pace and agility of a private business. We exist to help our shareholders and customers - across health, local government, and education - achieve more through shared services that deliver efficiency, value, and innovation.

We’re proud to be one of Newsweek’s “UK’s Most Loved Workplaces” , offering flexible hybrid working, a supportive culture, and opportunities for growth.

If you’re ready to take on a strategic role where your insight and relationship skills can make a real difference, we’d love to hear from you.

Benefits include:

• Generous holiday allowance of 25 days plus bank holidays
• Up to 12 flex leave days a year
• Matched contribution pension scheme up to 10% of salary
• Life assurance scheme
• Opportunities to buy and sell leave
• Employee shopping savings portal
• Opportunities for training to be funded by Delt
• EV salary sacrifice
• Performance Related Pay
• Employee assistance programme supporting mental and physical wellbeing

Deadline for applications: Applications will be reviewed on an ongoing basis.