Client Relationship Manager

Client Relationship Manager


Role Purpose

The purpose of our Client Relationship Manager is to successfully manage the relationship between our clients and HGEM, to understand our client’s unique culture and fully understand the role we play in the success of our clients.

The Client Relationship Manager is responsible for ensuring we fulfil our promises for our clients and providing key information, guidance and understanding of the insight we provide.

The Client Relationship Manager does this by:

  • Working as part of our Client Success Team alongside Client On-boarding and Client GEM Teams to ensure the successful implementation and management of our client’s guest feedback programmes to include; Mystery Visits Assessments, Social Reviews, Guest Surveys, Team Engagement Surveys and reporting via The Hub
  • Providing our clients with accurate balanced reporting we empower them to consistently deliver an experience for their guests that creates loyalty, drives sales and keeps them ahead of the competition.
  • The Client Relationship Manager is expected to act as a role model / ambassador for the whole HGEM team displaying the behaviours and attitudes expected.

Reports to:

The Head of Client Success.


Main Responsibilities:

  • Account management of key accounts
  • Knowledge of all HGEM key accounts (main contacts, scheme, products, etc)
  • Solid understanding of HGEM products and able to explain features to clients confidently and concisely
  • Proactive approach to HGEM product development – what are clients looking to find out and how can we support them?
  • Work closely with Insight Manager and Head of Client Success to identify key trends in the industry
  • Confident and competent presenting to large and small audiences
  • Regular presentations to General Managers, Business Directors, CEO’s and Owners – building trust in HGEM from the floor up
  • Face of the business – attend conferences, ability to network and drive new business
  • Prominent on social media (LinkedIn, Twitter, etc) – demonstrating knowledge of the industry and promoting HGEM as a provider
  • Be a presence in the market – operators know who you and who HGEM are
  • Flexible approach to working – react to client requests at short notice
  • Liaise with Sales & Marketing to identify new business wins, ensuring the HGEM team is involved in the launch of major schemes
  • Co-ordinate with support team, clearly identifying admin / reporting requirements for clients
  • Grow existing business through introduction to existing and new clients our products and services
  • Attend key industry events with our partners and clients as an ambassador for HGEM
  • Ability to work calmly under pressure and achieve deadlines
  • Strong evidence of attention to detail
  • Ability to provide a high degree of support
  • Ability to cooperate with and support colleagues
  • Ability to demonstrate an interest in the results we produce
  • Ability to learn new systems and be adaptable
  • High degree of literacy
  • Demonstratable ability to use Word, Excel, PowerPoint and CRM systems with a high degree of accuracy
  • Possesses an empathetic nature and curiosity
  • Seen as a role model and coach towards others
  • Polite and professional telephone manner


Key Skills Required

Assist the business with any other tasks as necessary to ensure the smooth running of the operation.

General support for all HGEM team members, helping to provide advice and support when questions are asked, or help is needed.


About you:

Our people are our most valued asset – they are what sets us apart from our competitors and make our clients want to work with us. So, we are always interested to hear from like-minded people keen to work for a company that rewards, challenges and supports its employees.

You are an experienced professional having worked in the hospitality industry as a senior member of the team for several years and looking for a new challenge. You are passionate about our industry, the people and achieving top class service standards.

You are a confident negotiator, curious and driven to provide solutions which improve the guest experience.

Ideally you will have experience in the operation and management of hotels and restaurants where you have driven sales through service provision.

You will spend the majority of your week with clients reviewing, developing and building partnerships. You will attend network events representing HGEM to continue to raise the profile of the business and recognise opportunities for business development.

A typical working week will include at least one day at our offices in Bath with the rest of your week with our clients or at events. Depending on client requirements, event participation and conference attendance we expect a 9am to 5.30pm Mon – Fri working week.


Company Benefits

On joining

  • Complimentary breakfast and fresh fruit provided
  • The opportunity to join cake club, book club, yoga, pot luck lunch, quarterly pub crawl
  • Employee of the month scheme
  • Option to take out gym membership
  • Eye care vouchers
  • Company 4% pension contribution
  • 22 days holiday (plus bank holidays) increasing to a maximum of 27 days
  • Option to join Cyclescheme

On completion of probation

  • Option to take out gym membership
  • Eye care vouchers
  • Company 4% pension contribution
  • 22 days holiday (plus bank holidays) increasing to a maximum of 27 days
  • Option to join Cyclescheme

Apply online

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