Client and Insight Manager

I am working alongside a well known organisation to recruit for a Client and Insight Manager on a permanent basis.

Client Details

Our client is a well-established, organisation in the Financial Services industry. They provide robust solutions and are renowned for their commitment to excellence, innovation and customer service. Their modern office environment and on-site parking make for a comfortable and convenient working environment.

Description

• Develop and implement strategies to improve customer service.
• Coordinate with other teams to ensure a seamless customer experience.
• Conduct in-depth analysis of customer feedback to provide insightful solutions.
• Manage a dedicated customer service team.
• Implement training programs to improve team performance.
• Work closely with clients to understand their needs and provide tailored solutions.
• Analyse departmental KPI data to identify trends, improve efficiency, and report findings to the Group Head of Client Services.
• Monitor client performance using system-generated management information (MI) to support continuous improvement initiatives.
• Collaborate with the Head of Data and Client Services Manager to produce comprehensive monthly client MI reports.
• Proactively manage client relationships as assigned by the Head of Client Services.
• Strengthen client relationships through regular communication, review meetings, and participation in client-facing functions.
• Identify opportunities to increase client instructions through strong performance, working closely with operational managers to ensure delivery capability.
• Engage with clients to understand their data requirements and deliver tailored reports demonstrating DRP's performance.
• Stay current with relevant company policies, client guidelines, and industry regulations, ensuring compliance through effective team communication.
• Lead and develop the Client Liaison Team Leader and a team of Client Liaison Officers, ensuring cross-training, quality processes, and regular performance reviews are in place.
• Maintain and update the group CRM system for DRP and, where applicable, for the wider Group.
• Undertake any other duties reasonably required to support the business.
• Ensure adherence to industry standards and regulations.
• Contribute to the development of customer service policies and procedures.

Profile

A successful Client and Insight Manager should have:

• Strong Communication & Stakeholder Management - Ability to present, negotiate, and influence decision-makers.
• Proficiency in data analysis and customer service software.
• Proven experience in client relationship management or team management.
• Excellent communication and leadership skills.
• Strong problem-solving abilities.
• A customer-oriented mindset.
• The ability to work under pressure and manage multiple tasks.
• Knowledge of the Financial Services industry.

Job Offer

• A competitive salary package between £30,000 - £40,000, depending on experience.
• A company pension scheme and life assurance plan.
• 28 days annual leave, including bank holidays.
• A modern office environment with on-site parking.