Client Manager (Various Levels)

London, UK | Job Posted 03/02/2017

The Client Manager is the lead for all service related management for our clients and acts as the main point of escalation for Thomsons delivery teams. They are accountable for Client satisfaction of our services, and will often work either outright owning a client or in conjunction with a colleague on larger more complex clients.

The Client Manager delivers the strategic client plan for each Client in their client bank, working to client relationship, retention and revenue targets.




What will you be doing:


  • Developing a close working relationship with key stakeholders at the Client to provide consultative support throughout the ‘Manage & Use’, ‘Guide & Deploy’ and ‘Adapt & Resolve’ phases of the Client journey.

  • Leads or, jointly owns clients, depending on experience.

  • Uncovers and understands the Client’s strategic business objectives, and well as those of individual stakeholders

  • Translates and articulates the value of Thomsons against the Client’s individual and strategic business drivers

  • Establishes a rolling, joint 1- 3 year strategy plan for both the Client & Thomsons

  • Ensures that Client Retention, Pulse and Revenue targets are achieved.

  • Holds relationships with all the key decision-makers at their Clients.

  • Ensures all actions, issues and projects are appropriately managed and communicated via action logs, scoping documents and regular Client calls.

  • Questions & listens to Clients to identify problems and creates and implements appropriate solutions.

  • Acts as the Client champion internally. Owns Client issues to resolution. As the operational lead the Client Manager is ultimately accountable for service delivery to our Clients.

  • Completes all Client Planning activity and owns service milestone tracking to ensure we deliver and report back achievements to our Clients.

  • Prepares for and attends Client meetings as required.

  • Delivers technical guidance, best practice advice and Management Information around Darwin use (shows Clients against competitors, demonstrates trends, shares personal knowledge)

  • Assists with and at Client events

  • Delivers thought leadership including guidance, best practice and benchmarking. Acts as a trusted partner, knowledgeable on the Client and their sector, the benefits industry and Thomsons

  • Ensures Thomsons Delivery Teams working with the Client are aware of the Client’s drivers and needs

  • Proactively works with all Thomsons delivery teams to ensure all team members deliver to the client.

  • Proactively looks for opportunities to improve the Clients’ service experience, our footprint with the client globally or in range of services, and maximise their Pulse score


 We are looking for a PINK person like this:

  • Our Client Managers are passionate about delivering unrivalled service & strategic direction to Thomsons’ Clients, and are seen by our Clients as their champion who ensures everything works as it should

  • Our Client Managers are experts at understanding a Clients’ needs and objectives

  • They are driven to be successful and overachieve targets; they are self-motivated and confident

  • Our Client Managers are proactive, passionate client centric leaders who demonstrates a ‘Just Do It’ mind-set

  • They ensure that the Brilliant Basics are met and puts the Client at the centre of all they do

  • They are very organized, with strong time management skills they plan proactively and manage expectations well

  • They are commercially aware and understand the impact that their performance has on Thomsons meeting its objectives.

  • They have the ability to concurrently work on several Clients and juggle multiple priorities when under pressure

  • They are professional: 

    • Delivers on promise
    • Manages expectations correctly
    • Sets clear agendas & objectives
    • Is punctual
    • Dresses for the Client
    • Diligently and thoroughly prepares for Client engagements
    • Is honest
    • Tailors communication to the Client
  • They easily build deep interpersonal relationships

  • Have strong verbal & written communication skills

  • Have a consultative client management approach

  • Have a desire to build his/her knowledge

  • Have a winning mindset with a drive to continually improve and a willingness to be challenged & coached

  • Have strong business acumen and the ability to navigate complex organizations

  • They have strong presentation and analytical skills. Excel skills would also be useful, but not essential

  • They are team players, able to work closely with other team members

  • Work hard, play hard. They live Thomsons Values.


  • Minimum experience depends on level (18 months at junior scale, 3 – 5 at mid-level and 6 + years for experienced) Thomsons or Account Management experience

  • Benefit experience is preferable – experience in related industries (such are Human Capital Management and SaaS) will also be considered.



What we offer:

  • Fast-paced, agile work environment and the opportunity to work with our impressive clients
  • We reward our people for living our values and contributing to our business through a variety of benefits and perks:

    • Birthday day off.
    • Yoga, Zumba and fitness classes with a personal trainer
    • Free fruit in every office - yes, we all love cake – and there are many talented Thomsons bakers –but we want to encourage you towards your 5-a-day too!
    • Matching charity contributions, charity days off and Pay it Forward charity challenges
    • A spending account for you to spend on the things you decide are important
    • Pension, Life and medical insurance

     And the list goes on!