Existing Customer Relationship Management:
- Cultivate and maintain strong relationships with our existing customer portfolio.
- Continually assess customer needs and ensure their satisfaction with our services.
- Collaborate with Senior Commercial Directors to set and achieve individual customer growth targets.
- Develop and implement customer-specific growth strategies.
New Customer Development:
- Work with Senior Commercial Directors to identify new customer opportunities.
- Utilize HRM's Customer Attractiveness Factors methodology to pursue new clients.
- Evaluate proposed contractual arrangements between HRM and prospective customers.
- Work closely with Senior Commercial Directors and the head of finance to determine viability.
Onboarding and Training:
- Lead the onboarding process for new contracting customers, including new departments within existing customers.
- Provide training and guidance to customers on HRM's systems and procedures.
Recruitment Strategy Collaboration:
- Collaborate with customers to develop recruitment strategies aligned with their business goals.
- Identify cross-selling opportunities for Search and Advisory products.
Customer Satisfaction and Engagement:
- Proactively assess customer satisfaction and engagement using performance metrics.
- Collect customer feedback and take action to ensure ongoing success.
- Manage day-to-day operations in the Dedicated Contracting function, aligning activities with company goals.
- Ensure excellent customer and candidate experiences through the entire process.
Aftercare and Process Improvement:
- Foster a strong aftercare culture for active candidates and customers.
- Identify and resolve issues promptly and develop the aftercare methodology.
- Identify process improvements and more efficient workflows in contract recruitment.
- Establish and monitor control measures to ensure consistently high-quality service.
- Lead and mentor the contracting operations team.
- Create a results-driven team environment with high individual performance and collaboration.
Standard Operating Procedures (SOPs):
- Define and drive team SOPs and customer success behaviors.
- Efficiently manage operational resources.
- Handle hiring and onboarding of new staff as necessary
Primary Degree or Masters level education
8-10 years of experience within Talent Acquisition with experience of managing contractor functions in an agency environment.
Team management experience and a track record of creating high-performing working environments.
Customer success management experience, including demonstrable examples of winning and growing customer relationships.
Must hold a full drivers license