Opportunities for permanent roles in a range of business sectors

Client Relationship Manager

An exciting opportunity to join an established and experienced Sales team at the Møller Institute as Client Relationship Manager – (Event Planning & Sales)

Full time – 37.5 hours per week, predominantly Monday to Friday between the hours of 08:00-18:00

Working within the Client Relationship team, the responsibilities of this role are to respond to all incoming conference enquiries, maximising yield, contracting and arranging full co-ordination of event planning, ahead of each of our many events and educational programmes.  At the same time identifying and generating lead referrals to the Client Development team for further development. 

With a passion for providing excellent customer care and the ability to develop strong relationships with new and existing clients, you will enjoy the detailed planning that makes every event successful.  

Efficient and effective planning and problem solving, along with excellent organisational and time management skills are essential.   You will be calm under pressure, communicate clearly and enjoy working in a team. You will also possess exceptional administration and numeracy skills.

Experience within an Event Planning/Client Development environment is highly desirable,

Overall Objective

To actively engage with our clients, exceeding their expectations and ensuring all aspects of the customer journey are effectively delivered.

The Client Relationship Manager is responsible for responding to all incoming enquiries promptly and professionally, securing event bookings, via effective yield management and negotiation, sending and chasing contracts.  Commercially driven to serve immediate client needs, as well as spotting new opportunities and generating appointments for the Development Team.

Ensure that all events booked are effectively co-ordinated and planned with the client prior to the event, and that clear operational instructions are issued to the team. The best solutions to client’s needs will need to be identified, maximising opportunity for up-selling and business/revenue development.

Focus also on Client Retention, and together with the ‘Sales & Revenue Manager’ ensure ‘Exit interviews’ are completed following each event, with effective ‘Client Relationship Management’ (CRM) records maintained.

Throughout this process a professional and effective service for Møller Institute clients and internal departments is required. This involves high attention to detail in maintaining the Møller Institute’s booking system with both company and contact details and full information about the event taking place – meeting room and bedroom requirements, catering and equipment requirements, the production of paperwork for internal communication and upkeep of individual records. The final sign off on invoices is also undertaken by the Client Relationship team.

Main Responsibilities

  • Manage the relationship with the client base from initial contact through to securing of business which includes effective yield management to maximise revenue, preparing proposals and contracts, ensure all relevant information is recorded at the booking stage to ensure successful event planning co-ordination.
  • Maintain client intelligence using our CRM system while also sharing knowledge of those clients.
  • Managing the yield of the Insitute, ensuring we take the right business at the right time and at the right price and therefore maximising revenue and profit opportunities.
  • Further developing clients by cross selling our suite of exclusive education products – leadership development, open programmes, facilitated workshops and taster days.
  • To carry out planning meetings prior to events and to maximise sales revenue from business booked. To liaise and negotiate with clients as necessary to obtain all information and confirmations prior to events. Populate function sheets and communicate this information to relevant internal departments in a timely fashion.
  • To brief the Sales & Revenue Manager of forthcoming events, to ensure the weekly Function Sheet surgery with Operational departments runs smoothly and that all are suitably briefed for the week ahead.
  • To attend, on an alternate basis, 09.30 and 16.00 ‘prayers communications’ and provide updates to Operational/Client Development teams accordingly.
  • To liaise with the Operations Team, Centre Manager, Client Development Team, Reception and Finance in a timely fashion, prior to, during and after events taking place, to ensure that customer needs can be met, excellent operational delivery is possible, any problems are resolved swiftly and prompt payment is made.
  • To mutually support the Client Development and Marketing teams when necessary, to ensure service levels are maintained.   To resolve any client issues or actions with financial and yield implications.
  • To ensure all equipment and facilities required by clients is purchased/hired at competitive rates, booked, insured, delivered and service back-up provided in a timely fashion, liaising with the Institute's AV/IT Team where necessary.
  • Using all resources provided appropriately maintain and proactively build relationships with clients, paying particular attention to key accounts, in order to secure repeat business, and develop lead referrals for the Client Development Team.
  • To keep abreast of trends and competitors in order to contribute to the business development of the Institute.
  • To continually update knowledge of all facilities available to clients and the operational constraints that need to be considered.
  • To maintain and where necessary improve standards and procedures, including research when appropriate.