Client Relationship Manager

Our story

We were founded in 2004 to help business leaders leverage the full potential of their client relationships, so they were no longer putting out fires or finding themselves blindsided by revenue loss.

We are the leading provider of B2B Relationship Intelligence and uniquely possess over 20 years of benchmark data on client satisfaction across diverse industries. It's not only our decades of experience and primary data repository that make us unique, it's also our in-depth scoring system, The Relationship Rating (TRR). This gives a holistic view of customer satisfaction as the data goes deeper than the Net Promoter Score (NPS) method, providing real insight into the customer relationship.

We believe that effective relationship management is one of the most powerful yet underutilised strategies for achieving commercial stability and growth. By adopting a strategic approach to relationship management, we support businesses in leveraging these crucial connections to drive financial performance and growth.

Role overview

As a Client Relationship Manager, you will play a critical role in delivering an exceptional client experience. You'll serve as a key point of contact for agency clients, ensuring our services align with client goals and contracts, and consistently adding value to our clients.

You will manage relationships, guide process execution internally and externally, and contribute to business growth initiatives, collaborating across multiple teams including Product Delivery, Insights, and Consultancy.

This role is ideal for someone who is passionate about client service, relationship-building, and navigating the agency landscape.

Key responsibilities:

Managing Client Relationships & Experience

• Manage key local and/or global agency relationships on a day-to-day basis, being the named contact alongside the Consultant, ensuring a positive, seamless experience and building strong, trusted relationships
• Understanding and representing the client's voice, business model, goals, and operational nuances in all parts of our process and across internal teams, ensuring their interests and requirements are clearly communicated and consistently reflected in service delivery and reports
• Support the onboarding of new agencies, accounts, markets and people including presenting and demonstrating our platforms
• Actively manage kick-off calls and communications throughout our process, ensuring smooth integration and alignment with client expectations (internally and externally)
• Stay informed on industry trends and client-specific developments to anticipate needs, provide relevant insights, and position VerityRI as a strategic partner
• Monitor and share updates from findings during the fieldwork period, identifying potential issues or opportunities proactively
• Participate in client meetings, debriefs, and Relationship Reviews, accurately document and follow up on key decisions and action items
• Collaborate with cross-functional teams, including Consultants and Insights analysts, to deliver bespoke analysis and insights that reflect client priorities
• Understand and leverage our data, platform, and product knowledge to optimize client engagement, unlock value, and enhance the overall user experience
• Lead internal kick-off and post-project wrap-up meetings to capture learnings, share best practices, and drive continuous improvement in client service

Commercial Responsibility

• Understand client contracts, service levels, pricing models, and renewal timelines
• Track and understand the agency financials as required, including but not limited to income forecasts, targets, and invoicing in collaboration with the finance team
• Assist in contract renewal or renegotiation processes as needed
• Stay informed about commercial challenges and opportunities in the industry to support Consultants in broader business conversations

New Business & Growth

• Identify and support new business opportunities
• Assist Consultants with market research, credential presentations, proposal development, and tech demos
• Build and track a network of agency contacts for potential partnership opportunities
• Contribute ideas and insights to improve our offerings and to support new product development and revenue growth initiatives

Security & Compliance

• Comply with all company and client security policies
• Take personal responsibility for safeguarding sensitive data and ensuring confidentiality

What you will bring:

• Proven experience in client relationship management or client services, preferably within marketing, agency landscape, or consultancy environments
• Demonstrated skill in managing sensitive or high-stakes client relationships and the ability to navigate and resolve complex or challenging situations with professionalism
• Strong emotional intelligence and interpersonal skills
• Commercial acumen with a focus on operational excellence
• Excellent verbal and written communication skills, including presentation capabilities
• Highly organised and adaptable, comfortable working in a fast-paced environment
• Entrepreneurial mindset with a proactive, solutions-oriented attitude
• A collaborative, team player

A global team, united by diversity and inclusion

At Verity, we know that diversity fosters innovation and stronger client relationships – ensuring that we bring a wide range of perspectives and solutions to every challenge.

Strong relationships are at the heart of our work, but they're also at the heart of our ethos as an employer.

As a company with offices around the world, we are proud of the range of cultures, skills, viewpoints and abilities that we bring to the service of our clients.

We are committed to creating a diverse and inclusive organisation in which our people feel a sense of belonging, regardless of their ethnicity, religion, age, physical abilities, sexual orientation or gender identity.

We also recognise that individual needs differ, and we are dedicated to providing accommodations for interviews, applications, and workplace adjustments to support people with disabilities, neurodivergence, or other specific requirements.

If you need any support, please don't hesitate to reach out to us.