Job Description
We are looking for a Client Relationship Manager (Subject Matter Expert) to act as an industry expert within various product ranges, offering consultancy and expertise as a way of adding value to the client. The purpose of the Client Relationship Manager role is to grow accounts in both revenue and profitability through a diverse range of activities and developing relationships with both customers and suppliers.
Job title: Client Relationship Manager (Subject Matter Expert)
Hours: 40 hours per week
Location: Poole head office
Holiday: 30 days paid (inc. Bank holidays)
What you will be doing as a Client Relationship Manager:
- Manage and develop relationships with key luxury brand accounts, acting as the primary point of contact
- Drive sales performance while maintaining a clear focus on profitability and margin optimisation
- Analyse commercial performance, including pricing strategies, cost structures, and revenue streams
- Identify opportunities for growth within existing accounts and support new business development initiatives
- Deliver a premium, personalised customer experience aligned with luxury brand expectations
- Collaborate with internal teams (sales, marketing, operations) to ensure seamless service delivery
- Monitor market trends and competitor activity to inform strategic decisions
- Prepare regular performance reports, forecasts, and account plans
Commercial & Financial Focus
- Maintain strong awareness of margins, ensuring all activities contribute to sustainable profitability
- Balance client satisfaction with commercial objectives, making informed decisions on pricing and negotiations
- Track KPIs related to revenue, margin, and client retention
Customer Service Excellence
- Provide a high-touch, tailored service experience to all clients
- Anticipate client needs and proactively resolve issues
- Uphold brand values and ensure consistency across all client interactions
- Build long-term partnerships based on trust, service quality, and results
Skills & experience needed as a Client Relationship Manager
- Proven experience in account management, preferably within luxury, premium retail, or related sectors
- Strong commercial acumen with experience managing margins and financial performance
- Exceptional communication and relationship-building skills
- Customer-centric approach with a passion for delivering outstanding service
- Analytical mindset with the ability to interpret data and drive strategic decisions
- Highly organised with strong attention to detail
Who the client is
They are a fast paced, forward thinking cruise product solutions provider with a mission to help operators deliver unforgettable journeys. Their work improves life on board for guests and crew by streamlining the entire hotel and technical supplies lifecycle. We bring consistency, reliability and pride to every part of our partnerships, achieving more than 99 percent on-time in-full delivery across more than 30 ports and six continents across the globe.
Who you are
You are a highly knowledgeable and experienced subject matter expert who is passionate about driving excellence and innovation within your field. The ideal candidate will be able to build strong, trust-based relationships with customers and demonstrate strong communication skills. You are someone that identifies opportunities to grow revenue upselling, cross selling expanding on existing multiple accounts along with product sourcing. You will have a strong understanding of IT systems and Excel. You will be someone that is driven and enthusiastic about working in a fast-paced environment.
If you have previous experience in key account management or a similar role within the luxury products and goods industry, we look forward to hearing from you.
Client relationship manager, account manager, subject matter expert, CRM, Poole, account management
