Client Relations Manager

Job Title: Client Relations Manager

Reports to: Head of Sales

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Job Purpose

The Client Relations role drives profitable growth across Streamline’s existing client accounts. Reporting to the Head of Sales, the role owns the commercial development of assigned accounts through the creation and execution of Account Expansion Plans (AEPs).

The focus is to identify new stakeholders, departments, locations, categories and requirements; create qualified commercial opportunities; and increase gross profit, account value and strategic penetration.

Client Relations develops an opportunity until the client need, stakeholder, commercial potential, indicative scope, timing and next steps are sufficiently clear. It is then handed to the KAM for quotation, sourcing, order management and delivery. Client Relations remains accountable for the strategic progress of the account and AEP, without becoming involved in routine project administration.

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Principal Contacts

Internal: Head of BD & Marketing, Head of Sales, Sales & Marketing team

External: Leads and Clients

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Key Responsibilities & Duties

Major Responsibilities include:

Account Expansion Plan Ownership

• Own and actively manage AEPs across assigned client accounts, setting clear revenue, gross profit and strategic growth objectives.
• Maintain a strong understanding of each client’s organisation, priorities, buying behaviours and future requirements.
• Identify the highest-value commercial opportunities and keep AEP actions current, measurable and action-led.
• Review progress with KAMs and the Head of Sales, challenging inactivity and ensuring agreed development actions are completed.

Account Development & Whitespace

Proactively increase Streamline’s share of client spend by identifying where we are not currently operating. This may include new:

• Departments, business units, stakeholders, locations and geographies.
• Merchandise, apparel, retail, events, recruitment, onboarding and employee-engagement requirements.
• Seasonal campaigns, sustainable solutions, procurement opportunities and Streamline services.

The emphasis is on creating opportunities rather than simply responding to enquiries.

Stakeholder & Opportunity Development

• Build strong relationships with existing contacts while identifying and engaging new influencers, decision-makers and buying teams.
• Use stakeholder mapping, account data, research, client conversations and market insight to uncover future requirements and commercial gaps.
• Conduct proactive outbound activity and lead discovery conversations around new projects, departments, campaigns and categories.
• Qualify and prioritise opportunities based on potential gross profit, strategic value, probability and timescale.
• Maintain an active pipeline of qualified account-expansion opportunities and agreed next steps.

Opportunity Handover & KAM Collaboration

A successful handover to the KAM should include the relevant stakeholder, background, client requirement, indicative products/categories, quantity or scale, budget where known, timing, commercial objective and agreed next steps.

• Provide commercial direction on AEP delivery without formal line-management responsibility.
• Agree account-development actions with KAMs, review progress and challenge insufficient activity where required.
• Ensure opportunities are followed through after handover and escalate material barriers to the Head of Sales.

Strategic Account Analysis, Reviews & CRM

• Use account data to identify revenue and gross profit trends, category or geographic gaps, stakeholder gaps, seasonal opportunities, contract/renewal opportunities, competitor activity, risks and share-of-wallet potential.
• Turn analysis into clear recommendations and actions rather than reporting data alone.
• Lead or support strategic client reviews, presenting relevant ideas, trends, innovations and growth opportunities; ensure meetings produce clear commercial next steps.
• Maintain accurate client, stakeholder, AEP and opportunity information in HubSpot and follow Streamline handover and project-management processes.

Particular job-related skills and attributes:

• Proven experience in account development, strategic account management, customer success or B2B sales, with a track record of growing existing

customers.

• Strong commercial judgement and an ability to identify whitespace and turn client conversations into qualified opportunities.
• Excellent relationship-building, discovery, questioning, presentation and proactive outbound-sales skills.
• Confidence engaging stakeholders at different levels and influencing colleagues without relying on formal authority.
• Strong organisation, prioritisation and analytical skills, with the ability to manage multiple strategic accounts.
• Results-focused, accountable and detail-conscious, with strong written and verbal communication.
• Experience with CRM systems, ideally HubSpot, and an interest in merchandise, apparel, branding, retail, marketing and employee engagement.

Essential skills and attributes required all of Streamline employees:

• To be accountable in your work and for your actions
• To be committed to the task in hand and to doing a great job at all times
• Constantly consider where we can ‘do better’ – be enterprising
• Act at all times with integrity, honesty and openness
• Always act in the best interest of the client
• Deliver timely and outstanding client satisfaction
• Provide good relationship management with the client
• To be approachable to clients and colleagues
• To show consideration, courtesy and respect to all
• To deal with problems promptly, fairly and consistently
• Excellent communication and interpersonal skills at all levels
• Open to new ways of doing things
• An ability to manage time and workload efficiently
• To be willing to do whatever it takes to get the job done