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Manager - Client Services

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Date: 19 Mar 2025

Location: CHN, CN, 511464

Company: LRQA

Job ID:42028
Location:LRQA - Shenzhen
Position Category:Client Management
Position Type:Employee Fixed Term

Key Responsibilities:

Serve as the client’s primary contact to proactively manage effective delivery of services, overseeing day to day operations to maximise and grow annual revenue.

Accountable for the on-going monitoring of quality of services globally, tracking agreed KPIs to be presented regularly to the client. Internal tracking against revenue and growth targets set for the account.

Work closely with the Strategic Account Manager team to architect an annual plan of service delivery, communications, and formal reviews to clients, including reporting agreed performance indicators to their senior stakeholders.

Owner of the annual delivery plan – oversee, influence and review the resourcing of personnel, making sure client ops and auditors’ actions are progressing in order to meet account performance objectives and customers’ expectations.

Add insight to outputs from services delivered by LRQA, using their client knowledge and technical expertise to identify potential areas of risk and opportunities. Responsible for the development and roll out of new services once agreed.

Responsibility for the development and effective implementation of technical processes on 2nd Party schemes where relevant to the client. Assist in development of clients customised 2nd Party schemes and reporting processes.

Lead solution development efforts that best address customer needs, while coordinating the involvement of all necessary LRQA personnel that work with the client.

Identified for inclusion in on-boarding projects for new clients, taking ownership from day 1 of contract deliverables. Creating governance documentation to ensure client requirements are universally embedded and understood.

Keep abreast of industry wide developments to ensure LRQA remains customer relevant and innovative.

Make sure NPS surveys (potentially tailored to the client) response rates reflective of client engagement. Effectively troubleshoot any delivery issues, working with Case Handlers to solve complaints and maximise client satisfaction.

KPI’s

100% of available contract revenue defined for each FY

X% revenue growth from expansion of services (e.g. increase in sites/no. of days, introduction of additional products, cross-sell) as defined in Key Account Plan shared with SAM/GAM

Abide by year planning cycle and ensure consistency of proposed and confirmed planning as defined in Project Plan – x% of days confirmed 6m in advance, x% proposed 9m in advance

Increase in NPS by X% YOY or NPS of XX by year end

Client Ops Group 1 KPI’s achieved (evidence of escalation)

Program specific client KPI’s achieved

Diversity and Inclusion at LRQA:

We are on a mission to be the place where we all want to work and we are passionate about embracing different perspectives because we understand the value this brings to our business, our clients and each other. We are all about creating a safer and more sustainable future and our inclusive culture is right at the heart of our business.

Together our employees make our communities better and we want you to be part of our diverse team!

LRQA is a leading global assurance provider. The integrity and expertise we bring to our partnership with clients support their journey to a safer, more secure and more sustainable future. (Group entities).

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