Client Relationship Manager

Job Purpose:
The Social Value and Client Relationship Manager will be responsible for leading the organisation’s social value agenda while cultivating and maintaining long-term, productive relationships with clients. This dual role requires a dynamic professional capable of designing and delivering impactful social value initiatives aligned with community and stakeholder needs, alongside providing exceptional client service and relationship management.

Key Responsibilities:

Social Value

• Develop and implement social value strategies aligned with business objectives and client priorities, with a focus on community engagement, sustainability, and social impact.
• Monitor and report on social value metrics, ensuring compliance with industry standards and alignment with client expectations (e.g., local employment, apprenticeships, environmental initiatives).
• Collaborate with internal departments and external stakeholders to identify and deliver opportunities that promote workforce development, inclusion, and sustainability.
• Lead community engagement activities in partnership with local authorities, charities, educational institutions, and other organisations to support initiatives such as training programmes, employment support, and regeneration projects.
• Prepare reports and documentation on social value contributions for use in tenders, bids, and ongoing project evaluations.

Client Relationship Management

• Establish and nurture strong relationships with key clients, serving as the primary point of contact and trusted advisor to ensure high levels of satisfaction.
• Gain a deep understanding of client needs and proactively deliver tailored solutions that support their project objectives and strategic goals.
• Lead feedback and engagement initiatives, ensuring client concerns are addressed and service delivery continues to evolve and improve.
• Collaborate with operational and delivery teams to ensure that projects are delivered on time, within budget, and to the highest standard.
• Participate in regular client meetings to provide updates, identify areas for enhancement, and reinforce collaborative partnerships.
• Support bid and tender processes by aligning services with client expectations and demonstrating strong social value contributions.

Performance Monitoring & Reporting

• Track and evaluate the outcomes of social value initiatives and client satisfaction, delivering regular performance reports to senior leadership.
• Prepare comprehensive internal and external reports that highlight achievements in social value delivery and client service.
• Ensure full compliance with contractual obligations related to social value and other key performance indicators.

Collaboration & Leadership

• Work across departments including HR, project management, and marketing to drive an integrated approach to social value and client relationship management.
• Lead and mentor teams involved in delivering social value initiatives, ensuring alignment with overall business goals and stakeholder expectations.

Continuous Improvement

• Stay informed of industry developments, emerging trends, and best practices in social value and client relationship management.
• Identify and implement process improvements to enhance the effectiveness and impact of social value initiatives and client service delivery.

Key Skills and Experience:

• Proven experience in a social value, client relationship, or stakeholder management role, ideally within the construction, infrastructure, or a related sector.
• In-depth understanding of social value frameworks and sustainability practices within the industry.
• Excellent interpersonal and communication skills, with a demonstrated ability to build and maintain strong stakeholder relationships.
• Strong project management capabilities, with the ability to handle multiple client accounts and social initiatives simultaneously.
• Proficiency in report writing and data analysis, with experience preparing presentations for senior stakeholders.
• A collaborative working style and the ability to work effectively across teams and departments.
• Knowledge of relevant legislation and policy frameworks related to social value and client engagement.