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Client Relationship Manager

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Date: 17-Apr-2021

Location: Edinburgh, GB

Company: Lloyds Register

Job ID:31282
Location:Edinburgh : 6 Redheughs Rigg (LR_L000347) 
Position Category:Client Management
Department:GB984002 : Customised Assurance - TAM (GB984002)
Position Type:Employee Regular
Education Required:See Job Description
Experience Required:See Job Description
Relocation Provided:



Client Relationship Manager

Flexible Working Location (UK)


Lloyd’ Register (LR) Customised Assurance provides a range of farm assurance services to 25,000+ farmers and growers throughout the UK & Ireland, including training, assessment and certification for leading brands, such as Tesco, M&S, Red Tractor, Scottish Quality Crops and Quality Meat Scotland, as well as assessing compliance with bespoke environmental, wildlife and higher welfare schemes.


The Client Relationship Manager will be the face of LR to their accounts, working closely together to give mutual benefit from exceptional customer service.  This pivotal role will work closely with the LR operations and technical teams and be primarily responsible for management of the requirements of key agriculture accounts. They will ensure that delivery of services is in accordance with scheme owner’s rules, contractual agreements and client KPIs. They will attend client review meetings to ensure we are achieving our commitments while balancing them with our internal measures. The CRM will monitor internal metrics on planning, delivery, quality and MI data to provide an early intervention for maintaining high standards to the client.


The CRM will work closely with the client to explore other opportunities that LR can provide to the client, utilising resource from the wider teams to support mutually beneficial growth.

The role is required to visit client’s and LR’s UK offices, so flexibility and the ability to travel within UK and potentially abroad a must.


Your duties will include

  • Manage and take responsibility for the service delivery of designated agri customer accounts, from planning to certification through to invoice, ensuring strategic forward planning and resource availability, in line with or ahead of agreed business SLAs
  • Working closely with the wider internal team, champion complex customer needs and to anticipate customer complaints, to support a positive experience
  • Oversee allocation of assessor resources to deliver clients audit programs, proactively working to address any cross team conflicts to find win win solutions aligned to agreed timescales, while supporting the prioritisation of key accounts.
  • Take responsibility for supporting client usage of portals to ensure that clients can use all aspects of the tools and that basic queries can be answered. Champion continuous improvement for processes relating to key accounts
  • Ensure that the systems, processes and account management RACI’s are communicated and understood by all colleagues.  Take responsibility for ensuring team compliance with internal procedures, contractual requirements, cost structures and budget constraints through appropriate monitoring and project management.
  • Take ownership for team service delivery in line with or ahead of agreed SLAs. Take responsibility for analysing customer NPS results and manage follow-up actions with the team.
  • Take ownership for the escalation of service delivery issues within or ahead of agreed SLAs. Proactively identify and propose improvements to processes and procedures via the Mgmt team.
  • Support team Manager with the management and implementation of change to meet future business needs and to support operational excellence.
  • Demonstrate a coaching culture and sharing best practise/ knowledge across the team, ensuring everyone is aware of planned client changes.
  • Accountable for understanding of LR Food products, services, systems and processes acting as a role model in this area. Attend relevant meetings to enable a full understanding of our products and rule changes which affect our working practices. Interface with Quality Assurance and Governance Dept to ensure compliance with external accreditation requirements.


Candidates must

  • Have a Degree/HND/SVQ Level 3 or equivalent experience in agriculture or related field
  • Have sound knowledge of the farm assurance schemes
  • Be aware of the UK agriculture industry legislation and Codes of Practice, understanding of global agriculture
  • Have knowledge of key industry consumer issues such as animal welfare, authenticity, environmental impact of farming practices
  • Demonstrate excellent communication and influencing skills
  • Have ability to prioritise and excellent attention to detail
  • Be skilled in IT (Microsoft Office (Excel, Word, PowerPoint) and there application to problem solving






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