Client Relations Lead

Job Description

We are looking for a Client Relations Lead to take on a managerial role overseeing all client-facing and business development activities. This involves providing strategic direction to the entire Client Relations Team, setting ambitious targets, and supervising team performance to ensure high standards of engagement. You will be directly responsible for identifying and executing strategies to significantly boost new client acquisition and maximize revenue generation. A primary focus will be developing and implementing innovative methods for business growth and enhancing client nurturing programs to ensure superior client satisfaction and long-term retention.

Key Responsibilities

• Provide decisive managerial leadership to the Client Relations Team, actively managing performance, conducting reviews, and fostering continuous professional development for direct reports.
• Own the team's operational framework, setting clear objectives, establishing policies (SOPs), and implementing systems to guarantee efficiency and high-quality service delivery.
• Lead the delegation and resource allocation process for client portfolios, optimizing team output and ensuring balanced workloads based on strategic priority.
• Spearhead the development and execution of strategies to guarantee sales and revenue targets are met or exceeded.
• Formulate and drive high-level strategies for new client acquisition and expansion of existing accounts, ensuring sustainable revenue growth.
• Direct the team's contribution to business development, leading the preparation and delivery of strategic proposals and pitches to secure major accounts.
• Analyze market trends and aggregated sales data to identify strategic weaknesses and opportunities, using insights to direct future growth initiatives.
• Oversee all critical client relationships, serving as the final escalation point for complex issues to ensure ultimate client satisfaction and long-term retention.
• Establish and enforce rigorous quality control standards for all client interactions and communications, holding the team accountable for professionalism and brand consistency.
• Manage and approve the department's budget and resource allocation, ensuring expenditures directly support revenue generation and efficiency.
• Own the continuous refinement of workflows and SOPs related to the sales and retention pipeline, driving scalability and efficiency across the department.

Job Requirements

• Minimum of three years of proven experience in a dedicated sales or business development role, with mandatory prior experience in a senior, supervisory, or leadership position.
• Expert understanding of sales pipelines, client relationship management (CRM) principles, and high-level strategy for driving client acquisition and retention.
• Strong comprehension of digital marketing and social media services (including platforms like Facebook, Instagram, and TikTok ads) sufficient to effectively pitch and direct sales strategies.
• Exceptional executive-level communication and presentation skills necessary to lead pitches, negotiate contracts, and manage high-stakes client relationships.
• Proven ability to manage a team, drive strategic goals, manage complex projects, multitask effectively, and thrive in a high-pressure, target-driven environment.
• Minimum SPM holder; a diploma or degree in Business, Marketing, Communications, or a related field is highly beneficial.
• Proficient in both written and spoken English and Mandarin; knowledge of Malay is a bonus.
• Willingness to travel frequently to meet clients (including outstation travel), with immediate availability preferred.

Skills