TMF

TMF Group helps its clients operate internationally and ‘belong’ wherever they are in the world. Our work includes helping companies of all sizes with business services such as HR and payroll, accounting and tax, corporate secretarial, global governance and administration and fiduciary services

At TMF, we are committed to delivering exceptional service to our clients through innovation, dedication, and strategic insights

As we continue to grow and support our diverse global client base, we are looking for an experienced and proactive Client Director to lead and manage key client relationships, ensuring that we consistently deliver outstanding results.

As the Client Director, you will play a critical role in developing and nurturing lasting commercial and operational relationships with our existing clients. You will ensure the year-on-year delivery of contracted revenues and drive operational excellence. In this strategic role, you will work closely with internal stakeholders and lead initiatives to enhance client satisfaction and business growth.

• Client Relationship Management: Build and maintain strong, ongoing relationships with key clients to ensure continued business growth and delivery of contracted revenues year on year.
• Account Management: Be accountable for overall service and project delivery on client accounts, ensuring adherence to Service Level Agreements (SLAs) and high-quality service delivery.
• Operational Governance: Define and manage the contact management strategy across both the client and internal teams. Set up and monitor operational reporting frameworks to track client performance and implement corrective actions where necessary.
• Trend Identification & Business Improvement: Identify emerging trends and patterns within client accounts and share insights with relevant stakeholders to uncover new service opportunities and ensure sustainable business growth.
• Contract Management: Understand client contracts in detail, ensuring all changes to scope, pricing, or contracts are properly managed, negotiated, and documented.
• Client Satisfaction & Feedback: Actively manage initiatives to enhance client satisfaction, utilizing feedback from regular surveys, business reviews, and ongoing communication to refine and improve the client service plan.
• Regular Business Reviews: Lead and participate in regular business reviews with clients to ensure alignment with contractual agreements and to deliver high NPS.
• Contract Renewal & Scope Management: Oversee the annual contract review process, ensuring that all contracts remain relevant in terms of scope, volume, and pricing. Coordinate the renewal process and ensure operational readiness for the year ahead.
• Collaborative Leadership: Work closely with the Client Service Team and internal departments to ensure the smooth handover of clients from the Implementation team and that all process changes are documented and communicated.

• Proven experience in client management, account management, or a similar leadership role
• Strong understanding of client contracts, commercial negotiations, and service delivery models
• Excellent communication and relationship-building skills, with the ability to influence and engage with key stakeholders at all levels
• Strategic thinker with the ability to analyse trends, identify opportunities for business improvement, and implement actionable plans
• Demonstrated ability to manage and improve service delivery to clients, ensuring compliance with SLAs and high satisfaction levels
• Strong organizational and problem-solving skills with a keen attention to detail
• Experience managing cross-functional teams and driving collaboration to achieve client objectives

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