Senior Client Relationship Manager

Client Relationship Team Manager

£55,000 – £65,000 / Hybrid

OTE: £70,000 – £95,000

We are seeking an experienced Sales Manager to lead and develop the Client Relationship team, ensuring consistent standards of client engagement, commercial performance, and service delivery.

In this role, you will be responsible for managing and supporting Client Relationship Coordinators, Client Relationship Managers, and Senior Client Relationship Managers, while overseeing sales performance, training, and account allocation. You will work closely with senior leadership to ensure the CRM function operates effectively, ethically, and in line with organisational values.

Key Responsibilities

Team Leadership & Development

• Line-manage Client Relationship Coordinators, Client Relationship Managers, and Senior Client Relationship Managers.
• Conduct regular 1:1 meetings, performance reviews, and development planning.
• Support onboarding, training, and progression within the CRM team.
• Act as a point of escalation for team or performance-related matters.

Sales & Commercial Oversight

• Own sales performance across the CRM team, ensuring targets are met sustainably and with a client-first approach.
• Oversee opportunity management, quoting quality, and response times.
• Maintain and deliver sales and product training for the CRM team.
• Support complex or high-value commercial discussions when required.

Client Engagement & Standards

• Ensure consistent client engagement standards across the CRM function.
• Oversee account allocation and capacity planning.
• Monitor client sentiment, feedback, and escalation patterns.
• Act as an escalation point for major client concerns or complaints.

Process, Quality & Governance

• Ensure CRM processes and systems are used consistently and accurately.
• Maintain product and service documentation with senior team members.
• Support adherence to service levels, compliance, and security requirements.
• Drive continuous improvement across CRM processes.

Cross-Functional Collaboration

• Work closely with Service Desk, Projects, Consultancy, and Procurement to ensure cohesive delivery.
• Support leadership initiatives related to client engagement, retention, and growth.

Skills, Knowledge & Expertise

• Proven experience leading and developing client-facing or sales teams.
• Strong coaching, performance management, and people leadership skills.
• Confident communicator with strong stakeholder engagement abilities.
• Commercially aware with a client-first mindset.
• Good understanding of IT services or managed service environments.
• Highly organised, able to manage team workload and priorities.
• Strong process discipline with the ability to set and enforce standards.
• Calm, professional, and decisive in escalations.

Benefits

• OTE £70,000 – £95,000
• Private healthcare
• Wellbeing/fitness allowance
• Enhanced pension
• Life & critical illness cover
• 31 days holiday
• Employee assistance programme
• Enhanced parental leave
• Wellbeing leave days
• Volunteering leave days
• Free parking
• Free meals/snacks
• Games area
• Active social calendar