Client Relationship Manager

Client Relationship Manager Client Engagement Manager Permanent | Full-Time | Remote with Travel to London Head Office & Client sites on occasion Help Businesses Bring Safe, Compliant Products to Market At Food Alert, we’re passionate about creating outstanding client experiences and building relationships that last. As a Client Engagement Manager, you’ll play a key role in proactively engaging with our clients, understanding their needs, identifying risks, and ensuring they continue to receive real value from our services. This is an exciting opportunity to join a growing team where your communication skills, commercial awareness and customer-first approach can make a genuine difference. You’ll take ownership of a defined portfolio of clients, ensuring every client receives meaningful engagement and feels valued. You’ll build strong relationships through proactive outreach, structured check-ins and thoughtful follow-up. You’ll help identify opportunities to improve the client experience, strengthen partnerships and support sustainable business growth. You’ll work closely with internal teams to resolve issues, share insight and ensure clients receive the right support at the right time. Why Client Engagement? Build Relationships That Matter This role offers the opportunity to work across a diverse client base, gaining insight into different businesses, challenges and requirements. You’ll be at the heart of the client experience, helping to spot concerns early, understand what clients need and turn feedback into positive action. You’ll also have the opportunity to develop your commercial awareness, identify additional ways we can support clients and generate valuable referrals — always taking a consultative, client-first approach. Make an Impact Through Meaningful Client Engagement Are you naturally curious about what makes clients tick? Do you enjoy building relationships, solving problems and finding ways to make things better? If so, this could be the perfect opportunity for you. What You’ll Be Doing Proactive Client Engagement: Conduct regular outbound satisfaction calls and structured client check-ins across your portfolio. Listen & Learn: Gather client feedback, identify trends and capture meaningful insight to help improve our services. Spot Risks Early: Recognise signs of dissatisfaction or potential churn and take action before issues escalate. Resolve & Support: Triage client concerns, communicate clearly and work with internal teams to ensure timely resolution. Support Retention: Monitor client sentiment and engagement, supporting renewal conversations and helping reduce churn. Identify Opportunities: Recognise where additional services could genuinely add value and generate qualified referrals. Collaborate: Work closely with colleagues across the business to resolve issues, follow up opportunities and support wider initiatives. What We’re Looking For We’re looking for someone who is confident, organised and genuinely passionate about delivering an excellent customer experience. You’ll be comfortable speaking with clients, building relationships and spotting opportunities to make a difference. You’ll bring strong communication and interpersonal skills, excellent attention to detail and the ability to manage your own workload while working towards clear KPIs. What You’ll Need Client Management Experience: Experience managing client or personnel relationships and working towards defined KPIs. Customer Focus: A genuine passion for building strong relationships and delivering positive client experiences. Commercial Awareness: The ability to recognise opportunities and approach commercial conversations in a consultative, client-first way. Organisation: Strong time management, attention to detail and the ability to manage multiple priorities. Communication: Excellent interpersonal and communication skills, with the confidence to influence positive change. Digital Confidence: Comfortable using digital tools, reporting systems and emerging technologies to support efficient client engagement. Resilience & Initiative: Able to work independently, meet deadlines, manage pressure and see challenges through to the end. What Does Success Look Like? Success in this role means consistently engaging with your client portfolio, improving client satisfaction and engagement, identifying risks early and contributing to a reduction in churn. You’ll also play an important role in generating referrals and commercial opportunities, while ensuring client feedback and insights are accurately captured and shared across the business. Why Join Food Alert? This role offers something genuinely different. You'll work with a wide variety of clients, products and industries, giving you exposure to new challenges every week rather than the same product portfolio every day. You'll be joining a collaborative technical team where expertise is valued, ideas are welcomed and development is actively encouraged. Alongside a competitive salary, you'll receive: Tailored training, mentoring and clear career progression. 25 days' holiday plus bank holidays and three festive gift days. Enhanced family-friendly leave. Healthcare cash plan. Life insurance. Employee Assistance Programme. Referral bonuses and regular team celebrations. Most importantly, you'll be joining one of the UK's fastest-growing compliance businesses, where your technical expertise will genuinely influence the success of our clients. Department Customer Success Locations Food Alert Remote status Hybrid About Citation Group The Citation Group provides mission-critical compliance, HR and health & safety services and software to over 120,000 businesses across the UK, Australia and Canada. Professionals with personality - serious about what we do, brilliant to work with. Backed by Hg, KKR and HarbourVest. Founded in 1995 Co-workers 2000 Turnover 200M Applicant tracking system by Teamtailor