Title:  Head Client Engagement Management

At Chain IQ, your ideas move fast.

Chain IQ is a global AI-driven Procurement Service Partner, headquartered in Baar, Switzerland, with operations across main centers and 16 offices worldwide. We provide tailored, end-to-end procurement solutions that enable transformation, drive scalability, and deliver substantial reductions in our clients' indirect spend. Our culture is built on innovation, entrepreneurship, ownership, and impact. Here, your voice matters - bold thinking is encouraged, and action follows ambition.

Role Purpose

The Head of Client Engagement Management is responsible for leading the Client Engagement Management function across assigned regions and client portfolios. The role drives client satisfaction, retention, business growth, and operational excellence by ensuring consistent application of Chain IQ's Client Engagement Management framework and best practices.

As a senior leadership role, the Head of Client Engagement Management develops and executes client engagement strategies, strengthens executive-level client relationships, ensures successful contract delivery, and identifies opportunities for growth, innovation, and continuous improvement. The role serves as the key link between clients and Chain IQ's internal delivery teams, ensuring that contractual commitments and strategic objectives are achieved.

Key Responsibilities

Strategic Client Leadership

• Define and execute the Client Engagement Management strategy aligned with Chain IQ's corporate objectives.
• Own overall client health, satisfaction, retention and account growth across the portfolio.
• Build and maintain executive-level relationships with key client stakeholders.
• Act as senior escalation point for strategic client issues and critical business risks.
• Develop client success and development plans to drive long-term partnerships.
• Participate in executive governance meetings and business reviews.

Client Relationship & Stakeholder Management

• Foster trusted advisor relationships with client executives and business leaders.
• Ensure a consistent and outstanding client experience across all engagements.
• Anticipate evolving client needs and translate them into value-adding solutions.
• Monitor stakeholder satisfaction and proactively address concerns.
• Drive a client-oriented service culture throughout the organization.

Service Delivery Oversight

• Ensure successful implementation and delivery of all contracted services.
• Oversee performance against contractual commitments, SLAs and KPIs.
• Partner with Operations, Sourcing, Analytics, Finance, Legal and Technology teams to ensure seamless service delivery.
• Monitor operational performance, quality standards, and governance processes.
• Lead resolution of major service disruptions, risks, and escalations.

Business Growth & Value Creation

• Identify opportunities for account expansion, cross-selling, and up-selling.
• Support business development activities, proposals, RFPs, and client presentations.
• Collaborate with commercial teams to develop innovative solutions addressing client challenges.
• Drive measurable value creation beyond traditional cost savings.
• Ensure accurate forecasting, pipeline management, and revenue planning.

Risk Management & Governance

• Establish robust client governance frameworks.
• Identify commercial, operational, contractual and reputational risks.
• Ensure timely mitigation plans are developed and executed.
• Maintain compliance with internal policies, regulatory requirements, and client obligations.
• Lead strategic discussions regarding contract renewals and commercial negotiations.

Leadership & People Management

• Lead, coach and develop Client Engagement Management teams globally.
• Build a high-performance culture focused on accountability, service excellence and continuous improvement.
• Define capability development plans for CEM professionals.
• Drive succession planning and talent development within the function.
• Foster collaboration across regions and functions.

Continuous Improvement & Innovation

• Champion the adoption of the Chain IQ Client Engagement Management Framework.
• Drive standardization and implementation of best practices across the organization.
• Leverage client feedback, performance data and market intelligence to improve service delivery.
• Promote digitalization, AI-enabled solutions, and process innovation.
• Lead transformation initiatives that improve client outcomes and operational efficiency.

Qualifications

Education

• Bachelor's Degree in Business Administration, Procurement, Supply Chain, Finance, Economics or related field.
• Master's Degree or MBA preferred.

Experience

• Minimum 12-15 years of professional experience in client engagement, account management, consulting, procurement services or outsourcing environments.
• Minimum 7 years of leadership experience managing client-facing teams.
• Demonstrated experience managing complex multinational client relationships.
• Strong understanding of procurement outsourcing, managed services, and business transformation environments.
• Proven track record of delivering client satisfaction, revenue growth, and operational excellence.

Key Competencies

Leadership & Strategic Thinking

• Strategic Leadership
• Executive Presence
• Change Leadership
• Business Acumen
• Decision Making

Client Excellence

• Client Relationship Management
• Stakeholder Engagement & Influencing
• Consultative Selling
• Value Creation Mindset
• Service Excellence

Commercial & Operational

• Contract Management
• Financial Acumen
• Risk Management
• Governance & Compliance
• Operational Excellence

Personal Effectiveness

• Communication & Presentation Skills
• Negotiation & Conflict Resolution
• Problem Solving
• Collaboration & Teamwork
• Resilience & Adaptability

Success Measures

• Client Satisfaction (NPS / CSAT)
• Client Retention Rate
• Revenue Growth and Expansion within Existing Accounts
• Successful Delivery of Contractual KPIs
• Escalation Resolution Effectiveness
• Employee Engagement and Team Development
• Achievement of Strategic Account Plans
• Cross-Sell and Up-Sell Revenue Generation
• Governance and Compliance Performance
• Contribution to Chain IQ Strategic Objectives

Join a truly global team.

We offer a dynamic and international environment where high performance meets real purpose. We're proud to be Great Place to Work-certified and even prouder of the people who make that possible. Let’s shape the future of procurement - together.

Chain IQ – Create. Lead. Make an impact.

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