Main Activities:

- Assist the Global Program Manager in preparing engagement plans for each client with scheduled and purposeful contacts over the lifecycle of their program in an agreed format.

- Assist with customer engagement workshops with clients and review with Business Solutions prior to Client Service Manager signoff.

- Assist in preparing program launch communication kits for clients to ensure clients understand the reports and tools they will be receiving and how to apply them.

- Responsible for setting up client programs including but not limited to questionnaires, mystery shopper's instructions, program rules, shopping guidelines and more.

- Creating and presenting quality business analysis reviews, results presentations and executive summaries (frequency of reviews: in accordance to the client's contract and specifications) for clients.

- Monitor program performance by liaising with relevant stakeholders, and inform the line manager about program implementation (including high impact enquiry line issues and resolutions).

- Follow up with collections of outstanding payments in accordance with the advice from the Finance department.

- Review each clients program on a quarterly basis and make recommendations which will continue to improve and sustain the program beyond each contract period.

- Identify opportunities to up sell to existing clients by promoting the benefits and capabilities of SonataGBW reports and tools within the client's organization.

- Assist in conducting regular surveys and provide feedback from clients on all aspects of their programs and their level of satisfaction to management.

- Participate in program design improvements based on client feedback (including service standards development, program specifications, site lists, launch kits and reporting and distribution requirements).

- Liaise with appropriate departments following contract acceptance and follow the process through to delivery to ensure 100% client satisfaction is maintained.

- Investigate and resolve client-related queries and issues in a timely manner.

- Keep internal and external clients informed and educated regarding applicable process issues, program progress, procedures and improvements.

- Other duties as may be reasonably required.

Knowledge and Skills Required:

- Outstanding presentation skills

- Effective problem-solving ability

- Outstanding verbal (oral) and written communication skills

- Ability to communicate with all levels of management

- Excellent time management and organizational skills

- Ability to work independently

- Strong MS Office skills

Experience:

- 4+ years in account service management role

- 4+ years' experience in a client management preferably in a services environment

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