Senior Client Relations Officer

Position Title: Senior Client Relations Officer

Reports to: Director, Client Relations

POSITION OBJECTIVES

• The Senior Client Relations Officer is required to identify, negotiate and grow long-term business relationships whilst maintaining and developing existing trusted relationships with internal and external stakeholders
• Work collaboratively with the whole team particularly in the areas of Business Development and Marketing. This role will build a pipeline of high-value customers from senior executive levels across all business, government and community sectors with an emphasis on increasing the custom program revenue stream whilst encompassing new ethical program offerings in response to client needs.
• Additionally, this role will have primary responsibility for recruiting an annual intake of 24 senior executives for the Vincent Fairfax Fellowship.

ORGANISATIONAL RELATIONSHIPS

Position Reports to: Director, Client Relations

Internal relationships: the incumbent is required to liaise with all levels of staff within and across the organisation

External Relationships: the incumbent is required to negotiate and maintain a professional relationship with the following; external stakeholders and general public

KEY RESPONSIBILITY AREAS AND DUTIES

New Business Development

• With the Director, Client Relations, develop the business plan for new client acquisition
• Secure meeting opportunities with clients, both new and existing, for the CEO and Director, Client Relations
• Meet set annual sales targets for the corporate custom programs, Colloquia and Symposia, and the Vincent Fairfax Fellowship program
• Identify favourable new partnerships with business and community clients that translate beyond standard sales transactions for longer-term gain
• Demonstrate leadership competencies whilst focussing on exemplary customer service, developing others and working closely with Marketing and Operations staff to deliver and achieve agreed organisational goals

Communications

• Develop a professional sales template that can form a basis to be used for individual executives and corporate groups
• Actively assist Director, Client Relations with developing sales proposals and materials
• Maintain and produce documents at an exemplary level
• Ensure Client Relations processes are maintained and maximised
• Continually look for ways to streamline and simplify the business through comprehensive knowledge of customers and their plan design
• Ensure that Client Relations plans are created, updated and circulated across the business to appropriate staff to ensure all parties can contribute to the strengthening and growth of the client base
• Maintain high standards of customer service including timely responses to client communications and a commitment to tracking developments and issues

Representing Cranlana Centre for Ethical Leadership

• Attend corporate client meetings with the Director, Client Relations and independently
• Identify and attend relevant conferences, professional forums and networking opportunities to promote the organisation’s services
• Attend lunches and dinners with the Colloquium participants as instructed by the Director, Client Relations and the CEO
• Attend the CCEL public events and assist with guest relations duties as required

Research and Reporting

• Maintain up-to-date research on trends and changes in the external business environment and contribute to internal discussion and analysis of their impact on CCEL
• Assist with identifying scholarship opportunities
• Produce regular sales and business development reports for the CEO and CCEL Board
• From time to time, attend CCEL Board meetings when required

LEADERSHIP SKILLS

• Focuses on results and executes strategies and ideas into practical outcomes; whilst holding self and other team members accountable for achieving results
• Constantly measures, monitors and evaluates outcomes
• Takes a progressive and forward-thinking approach
• Focuses on the core issues relevant to Cranlana and the broader not for profit sector
• Plans, prioritises and effectively formulates strategies to implement desired outcomes
• Challenges conventional approaches and continuously strives to implement new ideas and solutions across Cranlana
• Takes effective steps to solve problems by analysing information, generating solutions, evaluating alternative outcomes, and makes recommendations for improvement to the Director, Client Relations
• Develops and maintains collaborative and trusting relationships with others at all levels across the organisation
• Consistently builds networks of people with similar goals and interests
• Continually strives to accomplish organisational goals by collaborating, encouraging and supporting whilst actively participating as an integral member of the team
• Effectively communicates, in both verbal and written form, confidently communicating at all levels, engaging others and support them to understand the messages being communicated

Other

• Undertake other duties with a reasonable scope of your skills and experience as required and directed by the Director, Client Relations and/or CEO

ACCOUNTABILITY AND EXTENT OF AUTHORITY

• The incumbent is a senior member of the CCEL team
• This position is directly accountable to the Director, Client Relations
• This role is governed by goals and policies with periodic reviews. The freedom to act is not limited simply by standard procedures but is governed by clear objectives and budgets together with a regular reporting system to ensure adherence to plans
• Maintain strict confidentiality on all matters within functional activities for the defined outputs of the work area
• The incumbent is expected to be able to set their own work priorities and also be accountable for the security and maintenance of assets, including information within their control

SAFETY AND RISK

• Champion a Safety and Risk Management culture through active participation
• Minimise risk to self and others and support safe work practices through adherence to legislative requirements and Cranlana policies and procedures
• Report any matters which may impact on the safety of employees, members, or CCEL assets and equipment

JUDGEMENT AND DECISION MAKING

• This position needs to have an awareness of legislative and regulatory compliance issues within the NFP sector ensuring any emerging issues are dealt with appropriately
• Decisions and actions by incumbent may affect the quality of service provided to all stakeholders, both internal and external and are always subject to review by the Director, Client Relations and the CEO
• This position needs to interpret complex problems or situations and provide clear recommendations for action

KEY COMPETENCIES

• Exemplary customer service and sales skills
• Demonstrates experience in developing and implementing organisational business plans and strategies, including taking accountability for the delivery of actions to realise successful outcomes, particularly as they relate to sales and business development
• Experience in identifying improvement areas and developing innovative solutions within the organisation
• Demonstrates experience in promoting genuine support of change to processes and systems within a sales and customer service environment
• Experience in managing and resolving complex client queries and needs
• Proven experience in ensuring organisational outcomes and work achievements are consistently communicated and shared with Senior Management and across the organisation
• Experience in developing and contributing to high performing teams to deliver successful outcomes including efficient and responsive client interactions and positive organisational business results

QUALIFICATIONS AND EXPERIENCE

• Tertiary qualifications in business and humanities fields or industry certification desirable
• Experience in the management of client relations, new business innovation and contemporary trends in the sales sector
• Budgetary management experience
• Understanding of the economic, political and social agendas relating to information management in NFPs
• Sound experience in a business development role within professional services with direct experience in adult education and/or executive professional development

KEY SELECTION CRITERIA

1. Demonstrated experience in negotiating and managing high-value business partnerships ($100,000+)
2. Substantial experience in building sustained professional relationships at Senior Executive level
3. Proven track record of developing revenue streams
4. Experience in competently presenting publicly to clients and at Board level, showcasing demonstrated negotiation and influencing skills
5. Highly proficient in Microsoft Office Suite and Salesforce or like systems
6. A demonstrated ability to prioritise and multitask between projects, coupled with excellent time-management and administrative skills
7. A proactive and forward-thinking analytical mindset which shows initiative in this field
8. Well-developed written and oral communication skills with a complementary engaged listening phone manner

This role is a full-time position, but flexible hours can be negotiated.

CCEL is entering a partnership with a major University and all CCEL employees will become university employees from September 2019 onwards. Further details can be shared at the interview stage.

The Cranlana Centre for Ethical Leadership is an equal opportunity employer. We draw pride and strength from our diversity. This includes people with disability, Aboriginal and Torres Strait Islander peoples, culturally, religiously and linguistically diverse people, young people, older people, women and people who identify as gay, lesbian, bisexual, transgender, intersex or queer. We support flexible and accessible working arrangements and we are an inclusive employer.