Client Relationship Manager

Location: Home Based

Department: Customer Experience / Activate Collision Solutions

Contract type: Permanent / Full-time

• Own and manage strategic relationships with multiple stakeholders inside current client base.
• Understand each client's business model, claims processes, cost drivers, and strategic priorities, tailoring our service offerings to align with their operational and commercial goals.
• Lead service and performance reporting reviews, supported by Network Operations. Create presentations and reports for the purpose of the same.
• Attending industry events with clients to promote Activate Collision Solutions and its proposition, galvanising relationships with key client stakeholders.
• Represent Activate Collision Solutions with credibility and authority in client-facing forums, senior reviews, external events, strategic planning sessions and as required.
• Build strong, trusting relationships across internal and external stakeholder groups, involving the right people early and communicating openly and respectfully to strengthen long-term partnerships.
• Act as a senior escalation point for complex client issues, ensuring swift, high-quality resolution and sustained client satisfaction.

• Take responsibility for the retention, profitability, and growth of the client portfolio, delivering against revenue, margin, and volume targets.
• Identify and pursue opportunities for account growth, service enhancement, wider group cross-sell, and innovation.
• With the Managing Director and other senior stakeholders, Lead contract renewals, commercial negotiations, and tender responses, protecting and improving commercial terms where possible.
• Monitor market trends, regulatory changes, and competitor activity to inform account strategy and keep Activate Collision Solutions ahead of the industry.
• Use insight and data to inform decisions and direction, tracking performance against KPIs and translating analysis into clear commercial action.

• Lead regular service reviews and performance reporting, working with internal stakeholders to ensure SLAs and client expectations are consistently met or exceeded across the business.
• Collaborate with internal teams to ensure seamless, high-quality delivery.
• Assist in driving continuous improvement in service quality, efficiency, and customer outcomes, challenging outdated ways of working and championing better ones.
• Support the development of bespoke solutions, aligned to our core activities for insurer and broker clients.
• Anticipate delivery risks early and remove barriers before they escalate, keeping progress on track and clients informed.

This role is expected to lead in line with the Activate Group Leadership Competency Framework:

• Win Together — build strong, trusting relationships with clients and internal teams; involve the right people early, communicate clearly and respectfully, remove barriers between teams, and create an inclusive culture of collaboration and shared success.
• Strive for Better — champion innovation and challenge outdated thinking; use insight and data to inform direction, welcome constructive challenge, establish ambitious standards, and continuously improve service and ways of working.
• Make It Happen — take full accountability for decisions and outcomes; make timely, well-judged decisions even with limited information, set clear direction, remove barriers before they escalate, and deliver high-quality results at pace.
  

• Proven experience in customer account management with motor insurer and broker clients.
• Strong understanding of motor claims, repair networks, and the accident management lifecycle.
• Demonstrable track record of retaining and growing major accounts, delivering revenue and margin targets.
• Proven success in contract renewals and negotiations.
• Excellent stakeholder management and communication skills, with the ability to influence and build trust at multiple levels.
• Commercial awareness and analytical ability to turn data into action.
• Experience presenting to external stakeholders and managing complex, high-value strategic partnerships.
• Confident leading service reviews and presenting performance reporting, with strong data literacy (e.g. Excel, Power BI, CRM reporting tools).
• Proficiency in CRM systems, reporting tools and Microsoft office packages (PowerPoint, Word etc).
• Awareness of relevant regulatory and compliance requirements within the insurance and claims environment.
• A self-starter, focused on successfully achieving goals, with a can-do attitude.
• Flexible to travel to locations across the UK as required.

Our values define how we work with our team members, customers and suppliers:

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.

• Strive for better – Be bold. Challenge the norm - make small improvements often.

• Win together – Be a team player. Win together, learn together, respect each other.