Client Lead / Director
Manage client relationships and account performance, drive profitable growth, oversee bid processes, and ensure client satisfaction through effective leadership and resource man.
Skills
About This Role
Overview
- The Client Lead shall be directly responsible for managing the relationship, experience and account for the designated Client in Saudi Arabia.
- They shall identify service agnostic opportunities for growth, oversee and manage win work activities, resolve conflicts with the Client and act as the single point of contact between the Client and AtkinsR alis.
- They will also be responsible for the performance of the Client account from a revenue, EBIT & Net Promoter Score (NPS) perspective as outlined within the Market yearly targets.
- The various measurable aspects to this role and associated KPI s are as follows:
- Client Relationship Develop and maintain a strong business relationship with the Client, acting as the single point of contact between AtkinsR alis and Client. Develop, own and coordinate the internal Client Zipper Plan ensuring efficient and appropriate relationships are built at all levels of the Client organisation.
- Account Management & Strategy Achieve performance targets for the Client account, as aligned with the Market, LRP and Business Plan. This includes achieving targets for P&L, revenue and account growth.
- Client Perception & Project Feedback Collect regular Client Perception and Project Feedback to monitor client satisfaction, contributing to the Market and Middle East NPS.
- Business Development (cross selling) Support the business in identifying and pursuing new opportunities to strengthen existing service offerings and service agnostic perspective. This is applicable for the Market, the Middle East and holistically for AtkinsR alis.
- Win Work Regional Bid Performance Achieve a commission win rate in line with the LRP target areas.
- Resource Management Collaborate with the Market Director and Capabilities to identify skills and capabilities required now and, in the future, inputting into strategic resource demand planning where appropriate.
- Leadership & Vision (Accountable, Inspiring, Inclusive, Collaborative & Integrity) Provide leadership and demonstrate positive AtkinsR alis behaviours Performance defined by team feedback through pulse surveys and other feedback avenues.
- Nationalisation Targets Responsible for achieving required contribution to Nationalisation targets
Profitable Delivery
- Overall responsibility for the client relationship and management of the account within the Middle East business.
- This includes but is not limited to:
- KAM & Client Development KAM & Client Development activities are to be undertaken, with the principal focus of developing a service agnostic, profitable and resilient relationship.
- Bid Reporting Provide weekly feedback and insight to the Market Director confirming available or upcoming opportunities and outlining recommendations on which bids to respond to.
- Proactive Win Work Engage proactively with the Client to define opportunities prior to bids being released and incorporate these opportunities into our pipeline tool.
- Revenue Management Proactively manage NPS, Revenue and EBIT KPI s associated with the account throughout the year, utilising the financial tools and techniques as defined by the business.
- Capture Planning Support Client Value Proposition workshops & strategy development to align services with client needs (supported by Capabilities).
- Bid Reviews & Bid Drafting Actively participate in the bid process for opportunities for the Client, either in a Bid Director, Bid Reviewer or contributor role as defined by the Market Director. Develop win themes and provide insights on successful but competitive pricing positions. As required, manage the bid budget and liaise with the business to identify and engage the correct SME s (supported by Capabilities) for bid development and answers.
- Risk Strategy Identify and contribute to the development of risk strategies and provide recommendations for relevant approvers.
- Project Review (process) As required, engage in the project review process and proactive management of commercial performance.
Market Lead Operational Excellence
- The role shall ensure that the best tools, techniques and approaches are utilised to enhance client engagement and experience (supported by Capabilities).
- Identify improvements to enhance the commercial performance of the account.
- This includes:
- Market Risk Management Advise the Market Director on specific Client risks and relevant mitigation plans. Contribute to a quarterly Market risk management plan.
- Market Trends From your relationship with the Client, share key trends and future outlooks as required to develop a AtkinsR alis capability to meet the needs of the Client.
- Conflict & Issue Resolution Accountability for resolving any conflicts or issues arising with Client, including technical, commercial or other, engaging subject matter experts where appropriate.
- Project Delivery Oversight Responsibility for all projects within the [account to ensure that delivery aligns with the contractual commitments and manage team performance accordingly.
- Escalation & Conflict Resolution Act as a primary point of contact to resolve conflicts or issues with the Client. This includes resolving technical, commercial or other conflicts, bringing in appropriate subject matter experts when necessary.
Leadership & Management
- Ensure positive behaviours and responsibilities are encouraged, developed and endorsed of the following:
- Collaborative Behaviours Lead by example and demonstrate critical behaviours of accountability, inspiration, collaboration, inclusivity and integrity to foster collective growth and success.
- Learning & Development Identify and drive development and inspire the Market resources in line with both the organisation goals and the career aspirations of the individuals. Specifically, train and develop client account managers and ensure appropriate succession planning.
- Technical Excellence Oversee and ensure best in class delivery of projects associated with the account.
- Lessons Learnt Contribute to the Market lesson learnt log to identify areas for improvement and collaboratively develop robust and clear action plans. Apply relevant and pertinent lessons learnt to the Client relationship and account management activities.
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