Consumer Goods - Client Relationship Manager

About the role

This hybrid role focuses on building and maintaining strategic client relationships to drive long-term business value through business relationship management practices. The client relationship manager will collaborate closely with internal stakeholders and clients to understand needs, align services and solutions, and enhance satisfaction and retention.

Responsibilities

• Manage complex client portfolios by developing structured relationship plans that align client objectives with organizational capabilities and measurable business outcomes.
• Drive client satisfaction by proactively identifying service improvement opportunities and coordinating cross-functional responses that address emerging needs and reduce operational friction.
• Coordinate regular account reviews with clients to present performance insights, discuss upcoming initiatives, and agree on clear priorities that support long-term value creation.
• Guide the translation of client business requirements into actionable service roadmaps by partnering with internal teams and ensuring timely communication of expectations and milestones.
• Oversee issue resolution processes by tracking escalations, facilitating root cause analysis, and ensuring corrective actions are implemented and monitored for sustained improvement.
• Collaborate with commercial and delivery teams to shape proposals that reflect client context, business relationship management principles, and realistic commitments that can be reliably achieved.
• Align relationship strategies with food services and hotel domain practices by incorporating sector insights into recommendations that support operational efficiency and guest experience enhancements.
• Support hybrid working practices by organizing structured communication rhythms, digital touchpoints, and onsite interactions that maintain continuity and trust with client stakeholders.
• Strengthen internal understanding of client environments by sharing business relationship management findings and fostering alignment between technology, operational, and commercial groups.
• Monitor key relationship health indicators such as satisfaction, retention trend drivers, and feedback themes, and convert them into clear actions that enhance client partnership resilience.
• Promote adoption of business relationship management frameworks and tools across teams to standardize engagement methods and improve transparency on commitments, dependencies, and delivery risks.
• Coordinate internal governance forums to ensure that commitments made to clients are tracked, resourced appropriately, and adjusted in response to changing business or operational constraints.
• Document and communicate lessons learned from major engagements so that future client interactions benefit from improved practices and more consistent outcomes across the portfolio.

Qualifications

• Possess extensive experience in business relationship management, including structured stakeholder analysis, value mapping, and collaborative planning for complex enterprise clients.
• Demonstrate a strong background engaging with food services and hotel domain organizations, with the ability to contextualize operational challenges and service models in client discussions.
• Exhibit advanced communication and negotiation capabilities with a focus on clear expectation setting, conflict management, and transparent follow-through across hybrid work environments.
• Apply analytical skills to interpret account performance metrics, risk indicators, and qualitative feedback, and convert these insights into targeted actions that improve relationship health.
• Utilize collaboration tools and client management platforms effectively to maintain accurate records of engagements, follow-ups, and commitments that support consistent day-shift operations.
• Show proven ability to work independently with minimal supervision while coordinating diverse internal contributors to deliver cohesive outcomes for strategic client accounts.
• Display commitment to ethical practices, sustainability considerations, and inclusive client engagement approaches that reinforce organizational purpose and broader societal impact.

Certifications

Certified Business Relationship Manager (CBTL) or equivalent business relationship management certification preferred.