Client Service Manager

The focus of this senior leadership role is to provide visible and “hands-on” direction to the field sales and operations teams to enable and drive performance that exceeds client expectations, by adding value beyond the agreed KPIs. You will develop strong CPM - Client relationships and oversee execution of high quality service delivery underpinned by excellent sales performance in order to enable growth for CPM and a positive return on investment for our clients. You will work closely with CPM’s senior management team to grow revenue and control costs.

Critically, you will be a senior leader within CPM, living our values while driving, improving and growing both our business and our clients’ businesses. A winning attitude combined with a digital mindset is essential for success in this role.

The Primary Responsibilities for This Role Are:

• Enhance client relationships and oversee planning and delivery of all sales, reporting and operational activity across your teams.
• Support and develop field management, operations and the wider team to ensure a continuous improvement mindset
• Oversee recruitment, training and compliance across the team
• Optimise revenue and costs to ensure ROI targets are met for CPM and the client
• Manage and deliver core client and company KPIs to ensure the success and sustainability of the team including 100% sales targets, quality & compliance and reporting
• Generate new opportunities for revenue streams within the business.
• Lead by example through consistently excellent behaviours that support an environment of professionalism and commitment to serving our client to the highest standards
• Manage field team reporting to ensure all activity is recorded, reported and analysed for insights
• Use reporting data to provide insights for the client to drive their business
• Assist the business by participating in other group projects
• Undertake to learn new ways of working to support evolving company needs and client expectations, and support

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Qualifications

• Two to five years’ experience leading successful field teams in the residential and/or commercial sectors
• Experience providing coaching and development support to a field team
• Strong IT Skills. Be comfortable working with Microsoft Office including Excel and Outlook, and preparing presentations on Word and PowerPoint
• Demonstrable knowledge and insight of at least one area of the Irish utilities market

Essential

• Passion for field-based working, with an ability to work both autonomously and create strong relationships
• Motivation to provide consistently excellent sales results for our client, and to meet and exceed agreed targets on client service, execution and reporting
• Ability to motivate others to perform at best in class levels
• High attention to detail
• Flexible in approach to work practices, including willingness for travel and field work as required
• Commitment to continual personal and team development
• Skill with coaching and developing people to maximise their motivation, performance and competencies
• Strong time management and organisation skills
• Initiative and ability to perform independently and without direct supervision
• Problem solving skills and a drive to identify and implement new ways of working
• Ability to communicate effectively with people from different business areas including office and field team, client contacts, customers and colleagues
• Ability to influence decision makers to the benefit of CPM and clients

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Measures of Success

• 100% KPI target achievement quarterly, including sales volume, headcount, retention, active rate and compliance
• On time, accurate reporting completion for both CPM and our clients
• Excellent results on both the client and employee annual engagement surveys, reflecting the culture, morale and performance of the team
• Identify and implement one new or improved way of working each quarter which will add value to our clients and/or improve CPM ways of working
• Drive revenue for the business by maintaining and exceeding where appropriate the client budget