Job Description Relationship Manager

Job Title

Relationship Manager

Line Manager/ Reports to

Insert as applicable e.g. Director

Team/

Department

Insert as applicable

Location

Head office in Braintree or such other location that may be required of the job role

Website details can be inserted here

Job Ref & about the organisation  

Social Media info etc 

Core Objectives

Main Tasks/duties and responsibilities 

– manage, direct and monitor the overall relationships relating to the organisation, including relationship within the organisation (internal) and relationship with those outside the organisation including suppliers, customers/clients etc (external)

– meet your targets and those of the team as a whole

– the smooth running of the team

– contribute to training and development of the team

– assist Line Manager in achieving maximum relationship management in accordance with organisation plans

– maintain overall team responsibility for performing all duties in compliance with  insert as applicable e.g. ISO certification

Day to day responsibilities agreed with your manager to include:

– manage, direct and monitor the overall performance of the team

– effective liaison and support with the rest of the organisation

– maintain and improve mechanisms for surveying and measuring internal and external relationships and satisfaction and disseminate feedback to the appropriate internal entities

– utilise agreed system to manage the functions of receiving, assessing, analysing, resolving and documenting relationship issues and complaints in accordance with agreed requirements

– developing plans for relationship management activities

– support to all other departments with relationship issues

– subject to agreed criteria, recruitment, training, set action and targets, appraise and manage performance, development, coaching and general support of all team members to ensure targets are met

– reporting (content and format as agreed) on a monthly basis or as otherwise agreed

– developing plans for activities both for the team and organisational as a whole, to include strategy to achieve agreed targets

– contribute to the development of the organisation’s relationship management strategy and general business planning

– delegate authority and responsibility to team with supervision, accountability and review

– set an example for team members of commitment, relationship activities, work ethics and habits and personal character

– maintain accurate records, including relationship interaction and resolutions

– responsibly use resources and control expenses to meet agreed  budgetary controls

– adhere to all organisation policies and procedures

– interact and co-operate with all members of the organisation, its suppliers and customers

From time to time you may be expected to be part of special projects as are reasonably required of your job role.

You are responsible for your allocated workload and must meet all targets as agreed with your Line Manager. You must contribute towards the smooth running of the organisation generally.

Hours

Secondary Tasks/duties

You must carry out your duties to the best of your ability, having consideration for the needs of your colleagues, the organisation and its clients/customers. You must obey all lawful and reasonable orders given to you and comply with the organisation’s rules, procedures and policies

Management / supervisory responsibilities

People or equipment

You are responsible for the team members who will all report directly to you

Equipment

You are responsible for the equipment provided to you for use in your job role and to your team. This means you must ensure that equipment is used in accordance with training provided, the entire organisation’s policies and procedures and the law and using, where applicable, any safety equipment or Personal Protective Equipment and clothing provided. You are responsible for ensuring that the equipment used by the team is maintained and can be used/operated at all times.

Essential Abilities/ Competencies of this job role

– qualifications sufficient to perform the job role – insert as applicable e.g.  minimum BA

– languages required – insert as applicable e.g.  English, French

– experience in this type of job role – insert as applicable e.g.  minimum 5 years

– good understanding of relationship management, requirements and dynamics

– to be able to use CRM and performance software – insert specific software if required

– ability in relationship management – internal and external

– leadership with ability to drive a relationship management team

– proven ability to coach and develop others

– high degree of integrity and honesty in all dealings

– genuine desire to serve the needs of others with a strong personal responsibility for achieving “customer” satisfaction

– Excellent analytical, interpersonal, organisational and communication skills.

– ability to work under pressure

– full driving licence

Insert anything else as required

You need to have and maintain (with regular training and updates as necessary) the knowledge, technical skills and qualifications that are necessary to perform your job role to comply with the requirements of the organisation and any applicable rules, regulations, (particularly of any professional body) and with any law which applies to your job role.

Special working Conditions

Insert following if applicable – The nature of your role will require you to travel within the area that your team covers. However, from time to time you may be expected to travel outside that area as the job role requires.

Approved by Name

John Smith

Job Role

Insert details as applicable

Date approved

10/11/2012