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Client Engagement Manager - Fixed Term

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Date: 27-May-2021

Location: Leamington Spa, GB, CV31 3RZ

Company: Lloyds Register

About Nettitude


Nettitude, a Lloyd’s Register company, is an award-winning provider of Cyber Security and Assurance, Incident Response and Technology services to organizations across the world. We are at a very exciting stage both in terms of our company but also in the Cyber Security marketplace. We are looking for the right people to join us as we embrace the challenges thrown up by the advancements within the IT industry and within the threats faced. Nettitude will be at the forefront of this arena and we want to seek the right people to join the team and make it happen. Find out more about Nettitude at https://www.nettitude.com/



The role


This is an employee fixed term position for 9 months to cover for the Client Engagement Manager. This role has responsibility for improving the overall Nettitude client experience through building strong client-centric relationships, as well as spearheading the drive to raise the level of client retention. They will also have responsibility for enabling the business to understand what our customers think of us through conducting quantitative/qualitative research and also highlighting areas of improvement going forward. Focus of attention will be on the monitoring of our customer complaints process, managing the quarterly distribution via our outlined NPS process, with the production of quartile analysis of results within high level reporting. There is also a strong focus on the creation of impactful case studies and testimonials across a variety of formats. This role also owns the responsibility for identifying upsell and cross-sell opportunities to increase revenue and build brand awareness.





This role is currently remote, but will be expected to be office based in Leamington Spa one to two days a week for the foreseeable future from 21st June, in line with current Government guidance in England.



What you will be doing in your role:


  • Provide excellent client service and promote this principle throughout the organisation
  • Investigate and solve outstanding client issues, which may be complex or long-standing
  • Ensure our client complaint process is adhered to, including active engagement in any major incidents, such as a security issue
  • Keep accurate records of discussions and correspondence with clients in CRM and our QMS system
  • Management of our NPS-based client satisfaction process
  • Analyse statistics and other data to determine the level of client service the organisation is providing
  • Produce written information for clients
  • Improve client service procedures, policies and standards
  • Meet with other managers to discuss possible improvements to clients service
  • Help promote a high standard of client service business wide
  • Continually learn about the organisation's products and services and keep up to date with changes
  • Keep ahead of developments in client service by reading relevant journals, going to meetings and attending courses
  • Create compelling case studies and testimonials across a variety of industries and produce these in formats which can be used across a variety of marketing channels
  • Manage specific CRM Projects
  • Develop and manage relations with key stakeholders and business lines at multiple levels in client organisations
  • Monitor multiple concurrent informatics projects from start to end
  • Evaluate and execute client engagement business analysis
  • Identify upsell and cross-sell opportunities and create and execute account- based marketing campaigns to capitalise on these opportunities
  • Assign tasks to team members where appropriate
  • Interact with organisation staff related to customer-raised issues
  • Identify resources required for project completion
  • Conduct resource management duties
  • Keep the sales team fully updated on all feedback coming from the client and ensure that they adhere to client expectations
  • Assign team members to specific tasks within client service projects and deploy resources from other teams inside the organisation
  • Hold regular team meetings to review current work
  • Create regular reports to senior management on project performance
  • Build and maintain strong relationships with the organisation’s holding company and ensure that reporting and feedback are consistent
  • Focus on increasing client engagement through events/webinars/campaigns including the management of Nettitude’s attendance to such events
  • Identify key industry events and maintain a business-wide calendar of these
  • Identify partnering opportunities for events/webinars
  • Maintenance of our testimonial’s webpage and development of wider marketing activities to promote this



Key skills:


The following are the requirements for this role:


  • Strong written and speaking English skills
  • Strong communication and diplomacy skills
  • Educated to degree level
  • Previous experience in a similar role
  • Proven ability to work to tight deadlines and manage multiple projects simultaneously
  • A client-centric approach to developing projects and identifying opportunities
  • Excellent management, organisational and communication skills
  • Strong problem-solving abilities to mitigate customer complaints and challenges
  • Team player, who sees the big picture
  • Strong leadership skills and the presence and confidence to work with colleagues and stakeholders at all levels of the organisation
  • Ability to influence others and drive results through collaboration
  • Strong analytical and decision-making skills
  • Interpersonal skills to work with different personality types
  • Passion for and pride in the Nettitude brand



What we offer:


We offer you an exciting working environment with intellectual challenges, responsibility and high level client interaction. An attractive remuneration package will be provided.





Are you interested in this job? Apply now via the ‘apply’ button and upload your C.V. and cover letter


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