Client Services Abuja, Nigeria
Role: Client Services Director
Place: Remote
Salary/Fees: Depends on experience
To report to CEO
Why GIA Multimedia Services Limited?
We are a global company well-grounded in value which helps us to actualize our dreams and achieve greatness.
Our diverse experienced team is currently spread across five continents.
GIA Multimedia Services Limited prides itself in service quality and taking advantage of Technology to be more efficient in product and service delivery. The service quality is unmatched to rivals in the industry engaged in positive competition.
We are great at what we do, how we do it and whom we do it for. We are a conqueror and have a balance by strong commitment to our brand reputation. At GIA, a strong unwavering innovative approach to answering problems and leveling barriers to change that hinder progress help us deliver shareholder value.
GIA is a leader in marketing direction, business promotion and changing the landscape. We are active players in established markets that consistently try to maintain a balance.
What are we looking for?
GIA Multimedia Services Limited is looking for a Client Services Director to strengthen the client service processes and manage service delivery to clients to join a fast-paced, global team of PR experts.
What will you be doing?
Developing client services strategy and processes with client services team
- Creating and updating client service management handbook as a best practice guide
- Leading the client services team and supporting them in client services issues
- Analysing and tracking competitor client services practices to glean insight for applied improvements to GIA’s client’s services
- Training and upskilling the Client Services Managers to adopt best practices in client management
- Planning and creating clear, measurable objectives in quarterly plans produced by the Client Services Managers aligned with the overarching project strategy
- Measuring and evaluating project deliverables and milestones in quarterly reviews, and end-of-project reports for the client created by the Client Services Managers
- Ensuring project deliverables and KPIs are met through effective engagement of team, managing client delivery timelines and tracking results and client sentiment
- Maintaining thorough documentation of all internal and external communication regarding client account
- Prepare case studies to support business development activities
- Proofreading content and reports from the client services team before sending to the client to ensure alignment with brand guidelines, professional presentation and layout, free from spelling and grammar errors
- Monitoring and ensuring all team members maintain their timesheets on harvest and flagging up over/under servicing in terms of time as well as delivery outside of the agreed scope of work
- Ensure client satisfaction is at the highest level possible and maintain a positive dialogue for renewals
Participate in client meetings for the first month as part of onboarding and then attend quarterly plan and review meetings with all the clients as well as the final meetings in the last month of offboarding
Support colleagues to ensure the smooth running of the consultancy as and when the need arises and provide cross functional support and work in delivery across the service portfolio if required
KPIs
- Client sentiment and feedback
- Client complaints
- Client contract renewals
- Client notice is given prior to contract end date
- Adherence to timelines and deadlines
- Achievement of contractual deliverables
- Delivery within time and budget allocation
- Delivery within the agreed scope of work
- Additional services secured by the client
- Client recommendations generating additional leads
- Delivery aligned to brand guidelines, best practices, and set processes
- Professional development and wellbeing of direct reports
- Professional standard of client communication (spelling, grammar, layout, writing standard, clarity, etc
What do we need?
- Proven experience in client management and service delivery
- Strong team management and leadership skills
- Ability to communicate clearly and concisely and set clear directives for the team
- High attention to detail
- Strong verbal and written communication skills
- Highly organised and adept at project management
- Manage multiple stakeholders
- Ability to manage timelines & deadlines
- Ability to review and document processes and implement improvements.
- A methodical and logical approach to data management and communication
- Strong commitment to professional standards and ethics
You have the requisite experience in
- Masters or equivalent degree from a reputable university
- Work experience of 12+ years
- Working in a similar role for 3-4 years
- Working at a professional services firm is an added advantage but not mandatory
- Managing diverse and distributed teams in a similar environment
Location
Abuja Department
Client Services
Employment Type Contractor
Minimum Experience
Senior Manager/Supervisor