Client Relationship & Engagement Executive
Location: ME3
Salary: £32,000–£34,000 per annum, depending on experience
Department: Marketing / Business Support
Contract: Full-time, permanent
Working hours: Monday to Friday, 9:00am–5:30pm
Holiday entitlement: 25 days’ annual leave plus bank holidays
Reporting to: Directors
About MS Webb
MS Webb is a specialist provider of enforcement, vacant property and property management services to commercial landlords, asset managers and managing agents across the UK.
We support clients with commercial rent recovery and evictions, securing vacant buildings, and managing empty or problem sites. Our teams work across office administration, security inspection, canine handling, engineering and field-based operational services.
We are known for our responsive service, professional standards and practical, solutions-focused approach.
Job Description
Role purpose
To manage and develop MS Webb’s relationships with existing clients while supporting the growth of the MS Webb brand through professional networking, industry engagement and relationship-building activity.
The Client Relationship and Engagement Executive will ensure clients receive a responsive, high-quality service; maintain accurate client information in BigChange CRM; monitor client activity and service usage; identify opportunities for greater client engagement; and work closely with Marketing to strengthen communications and brand visibility.
The role will also identify prospective-client and referral opportunities through local networking and relevant industry-led trade events. It is not a direct sales role; however, the postholder will gather and record opportunity information and refer qualified leads to the appropriate internal colleague for sales or operational follow-up.
Key responsibilities
Client relationship management
· Act as a day-to-day relationship contact for allocated MS Webb clients.
· Build and maintain positive, professional and long-term client relationships.
· Ensure all client enquiries, feedback, concerns and requests are acknowledged and dealt with promptly, professionally and appropriately.
· Coordinate with operational teams to ensure clients receive the agreed standard of service.
· Arrange and conduct regular client check-ins, service-review meetings and relationship calls, appropriate to the client’s contract, service level and value.
· Maintain awareness of each client’s operational requirements, service history, preferences, key contacts and forthcoming needs.
· Escalate service failures, complaints, contractual risks or significant client concerns to senior management promptly.
· Support effective resolution of client issues and follow up to ensure client satisfaction with the outcome.
Client satisfaction and retention
· Monitor client satisfaction, feedback, complaints, compliments and service-performance trends in collaboration with the Compliance Department
· Coordinate client satisfaction surveys, review requests and feedback activity with management and Marketing.
· Analyse feedback to identify recurring issues, risks, trends and opportunities to improve the client experience.
· Prepare clear reports on client satisfaction, retention risks, service issues and recommended actions.
· Support initiatives designed to increase client loyalty, repeat business, referrals and long-term account value.
· Ensure agreed actions following client feedback or review meetings are tracked through to completion.
Client activity and service analysis
· Review client activity to understand which clients use which MS Webb services.
· Analyse service usage, frequency, historical spend, service gaps, inactive accounts and changes in client requirements.
· Identify opportunities where clients may benefit from other relevant MS Webb services, including security, enforcement, canine, engineering, operational support or other services offered by the business.
· Provide structured account insights and recommendations to relevant internal teams.
· Maintain a working knowledge of MS Webb’s services so potential opportunities can be recognised and accurately referred internally.
· Work with directors and operational managers to support account-development plans for key clients.
· Produce regular reports showing client activity, service uptake, client engagement, retention risks and potential growth opportunities.
CRM and data management
· Take ownership of the quality, accuracy and completeness of client information held within BigChange CRM.
· Ensure client records are updated promptly following meetings, calls, service changes, feedback, complaints, new contacts or other material activity.
· Maintain accurate records of client contacts, communication preferences, service history, meeting notes, actions, follow-up dates and account opportunities.
· Ensure client data is entered consistently and in accordance with MS Webb procedures and applicable data-protection requirements.
· Maintain the client database used for marketing communications, ensuring contact information, permissions, preferences and segmentation data are current.
· Carry out regular data-quality checks and work with relevant teams to correct incomplete, duplicate or inaccurate records.
· Support the production of CRM reports, dashboards and management information as required.
Marketing and brand engagement
· Work collaboratively with the Marketing Department to improve client communications, engagement and awareness of the MS Webb brand.
· Provide Marketing with accurate, up-to-date client information and insight to support targeted communications and campaigns.
· Help identify appropriate client groups for newsletters, service updates, case studies, events, surveys, testimonials and other engagement activity.
· Support the collection of client success stories, positive feedback, testimonials and case-study opportunities, subject to client approval.
· Promote a consistent, professional and positive MS Webb brand experience across all client communications and interactions.
· Contribute ideas for improving client communications, marketing content, client events and engagement initiatives.
· Ensure marketing communications are sent only to accurate, appropriately permissioned contact lists.
Networking, industry engagement and prospective-client opportunities
· Represent MS Webb professionally at relevant local business-networking groups, community events, trade events, exhibitions, industry forums and client-facing functions.
· Build and maintain relationships with local businesses, industry contacts, referral partners, suppliers and prospective clients.
· Identify potential new-client opportunities through networking activity, introductions, referrals, market awareness and attendance at relevant events.
· Communicate MS Webb’s service offering, values, capabilities and brand professionally and accurately, without undertaking direct sales activity or contractual negotiation.
· Gather appropriate initial information about prospective clients’ requirements, current challenges, service needs and potential timescales.
· Record prospective-client contacts, meeting notes, referrals and identified opportunities accurately in BigChange CRM.
· Ensure prospective-client details are managed in accordance with data-protection requirements and marketing-consent procedures.
· Refer qualified opportunities promptly to the relevant director, operational manager or business-development colleague for follow-up.
· Maintain appropriate contact with prospective clients following an introduction or event, where agreed internally, to support a positive initial experience of MS Webb.
· Work with the Marketing Department to identify worthwhile local, sector-specific and industry-led events that support MS Webb’s brand-awareness, engagement and business-growth objectives.
· Provide feedback following networking and industry events, including contacts made, opportunities identified, competitor or market intelligence, client trends and recommended follow-up actions.
· Support MS Webb’s participation in appropriate trade events, including preparation of client-facing materials, event follow-up, contact-list management and post-event engagement communications.
Trade association membership and return on investment
· Coordinate and manage MS Webb’s memberships, relationships and engagement with relevant professional and trade associations, including the British Security Industry Association (BSIA), the National Security Inspectorate (NSI), the Institute of Workplace and Facilities Management (IWFM), and other relevant bodies as directed.
· Maintain an up-to-date register of memberships, renewal dates, membership fees, key contacts, available benefits, event calendars, communications, member portals and associated obligations.
· Develop and maintain an annual trade-association engagement plan, aligned with MS Webb’s client-engagement, marketing, operational, recruitment and business-growth priorities.
· Identify and promote relevant association benefits, including networking opportunities, events, training, briefings, working groups, publications, market intelligence, member directories, awards, committees, policy updates and promotional opportunities.
· Coordinate attendance at relevant association events, ensuring clear business objectives are agreed in advance and contacts, actions, opportunities and learning are recorded following attendance.
· Build and maintain productive relationships with association representatives, members, referral partners and relevant sector contacts.
· Identify opportunities to raise MS Webb’s profile through association directories, member news, case studies, awards, speaking opportunities, working groups, committees, events and approved marketing channels.
· Work with Marketing to ensure MS Webb uses trade-association membership, accreditation and engagement appropriately in approved marketing materials, tender documentation, client communications, digital channels and brand activity.
· Work with relevant directors and operational teams to obtain accurate content, evidence, service updates, client successes and subject-matter input for association opportunities.
· Maintain a record of contacts, opportunities, referrals, event attendance, promotional activity and outcomes within BigChange CRM or other agreed company systems.
· Monitor the value achieved from each membership, including leads or referrals, tender opportunities, event contacts, brand exposure, learning, operational insight, recruitment benefits, training opportunities and client-engagement outcomes.
· Prepare periodic management reports on membership activity, costs, outcomes, opportunities and return on investment, with recommendations for continued membership, increased engagement or alternative use of budget.
- Ensure relevant membership renewals, submissions, profile updates, event bookings and communications are managed in a timely and professional manner.
Internal collaboration
· Work closely with operations, finance, compliance, recruitment, HR, Marketing and senior management to ensure a joined-up client experience.
· Communicate client requirements, concerns, service changes and agreed actions clearly to relevant internal colleagues.
· Attend internal meetings and provide account updates, client intelligence and service-improvement recommendations.
· Support the preparation of client review documents, performance summaries, service reports and presentations.
· Contribute to the improvement of client-service processes, CRM procedures and account-management standards across MS Webb.
General responsibilities
· Represent MS Webb professionally at all times and uphold the company’s values, standards and reputation.
· Maintain confidentiality in relation to clients, commercial arrangements, staff and company information.
· Comply with company policies, including data protection, information security, health and safety, equality, anti-bribery and confidentiality requirements.
· Undertake training and professional development relevant to the role.
· Carry out other reasonable duties consistent with the level and purpose of the post.
Key Performance Indicators
The precise targets will be agreed with the line manager. Typical measures may include:
· Client satisfaction scores, survey completion and feedback trends.
· Client retention and renewal rates.
· Number and quality of completed client review meetings or engagement calls.
· Timeliness and effectiveness of responses to client issues and complaints.
· Accuracy, completeness and currency of BigChange CRM records.
· Percentage of client contacts with valid and appropriately recorded marketing permissions.
· Quality and frequency of client activity, service-usage and account-opportunity reporting.
· Number and quality of qualified cross-service opportunities identified and referred internally.
· Number of relevant local networking, sector and industry events attended.
· Number of new business contacts and prospective client records accurately added to BigChange CRM.
· Timeliness and accuracy of post-event follow-up activity and CRM updates.
· Growth in client engagement with MS Webb communications, events, surveys or campaigns.
· Reduction in incomplete, duplicate or outdated client records.
Person Specification
Experience
Experience in account management, client services, customer success, client relationship management or a similar role
Experience working with business clients in a professional services, operational, facilities, security, engineering or service-led environment
Proven ability to build credible, trusted and positive client relationships
Experience of managing client queries, complaints, service issues or escalations professionally
Experience of monitoring client satisfaction and using feedback to improve service
Experience of identifying customer needs, service gaps or account-development opportunities
Experience of working with CRM systems and maintaining accurate customer data
Experience of using BigChange CRM
Experience of client-data cleansing, database management or contact-list maintenance
Experience of working alongside marketing teams on client communications, campaigns or engagement activity
Experience of preparing reports, account reviews, management information or presentations
Experience of working across multiple departments and coordinating actions between teams
Experience of local business networking, trade events, exhibitions, industry forums or relationship-led business development
Understanding of data-protection principles, including secure handling of client data and marketing permissions
Understanding of MS Webb’s service areas, including security, enforcement, canine and engineering services
Skills and knowledge
Excellent written and verbal communication skills
Strong relationship-building and stakeholder-management skills
Ability to communicate professionally with clients at different levels of seniority
Confidence representing an organisation professionally at client, networking and business events
Ability to build rapport with prospective clients, referral partners and industry contacts
Ability to identify and qualify potential client requirements without using a high-pressure sales approach
Confidence explaining MS Webb’s services and value proposition clearly and professionally
Strong organisation, planning and time-management skills
Ability to manage multiple client accounts, priorities and follow-up actions
High level of attention to detail, particularly when recording client information
Strong administrative and data-management skills
Confident use of Microsoft Office, particularly Outlook, Word and Excel
Ability to analyse client activity, identify trends and present findings clearly
Ability to produce accurate reports and professional client-facing documents
Understanding of CRM best practice and accurate record keeping
Ability to use marketing data appropriately, including consent and contact preferences
Commercial awareness and the ability to recognise opportunities for wider service engagement
Ability to work independently while maintaining effective communication with colleagues and management
Knowledge of relevant local business networks, security-sector bodies, facilities-management groups or industry events
Personal attributes
Client-focused, approachable and committed to providing excellent service
Professional, credible and confident when representing MS Webb
Proactive in identifying issues, opportunities and improvements
Diplomatic, calm and solutions-focused when handling concerns or complaints
Highly organised, dependable and able to meet deadlines
Commercially aware without adopting a high-pressure sales approach
Comfortable working with data, systems and structured processes
Collaborative and able to work effectively across operational and support functions
Discreet and trustworthy when handling commercially sensitive or personal information
Flexible and willing to travel to client sites and local events when required
Willingness to attend occasional early-morning, evening or out-of-hours networking and industry events where reasonably required
Interest in the security, enforcement, facilities, engineering or service-management sectors
Qualifications and requirements
· GCSEs, or equivalent, including English and Mathematics: essential.
· Relevant qualification in business administration, customer service, account management, marketing or a related subject: desirable.
· Full UK driving licence and access to suitable transport for client visits and event attendance: desirable; essential if regular travel is required.
· Right to work in the UK: essential.
· Willingness to complete relevant internal training, including CRM, data protection, client service and company-specific service training: essential.
Role Boundaries
The Client Relationship and Engagement Executive is expected to identify, document and communicate potential opportunities for existing and prospective clients to use MS Webb services. The role does not carry direct sales targets or responsibility for independently negotiating prices, contractual terms or closing sales.
Where an opportunity is identified, the postholder will:
· Record the opportunity accurately in BigChange CRM.
· Gather sufficient initial information about the client’s or prospect’s requirement.
· Refer or introduce the opportunity to the appropriate director, operational lead or business-development colleague.
· Support continuity of communication and maintain a professional relationship throughout the internal handover.
· Track the outcome for client-service, relationship-management and reporting purposes.
Pay: £32,000.00-£34,000.00 per year
Work Location: In person
