Title:  Global Client Quality Manager

About Chain IQ

Chain IQ is an Independent Global Indirect Procurement company providing strategic, tactical, and operational procurement services. Headquartered in Zurich, Switzerland Chain IQ operates from 6 main centers and 14 offices worldwide.

Our team of experts work to transform procurement within an organization utilizing our market knowledge and insights supported by innovative technology to drive procurement efficiencies. 

We apply the latest risk, sustainability, and social responsibility practices to strengthen procurement resilience. Chain IQ’s approach to ESG supports ethical operations, business standards and bio-diversity whilst minimizing environmental impact.

Job Summary: For our large international client, we are seeking a dynamic and experienced Client Engagement Manager to join our team. The ideal candidate will be responsible for building and maintaining strong relationships with our clients, ensuring their needs are met, and driving client satisfaction and retention. This role requires excellent communication skills, a customer-centric mindset, and the ability to manage multiple projects effectively.

Key responsibilities include ensuring the smooth delivery of managed services and acting as the key point of contact for the client and escalations. This role is primarily office-based, with occasional visits to clients and service centres, as well as travel as required.

Key Responsibilities:

• Develop and maintain strong relationships with clients to foster trust and loyalty.

• Serve as the primary point of contact, maintaining regular communication to understand their needs and expectations.

• Proactively identify opportunities to add value and ensure satisfaction

• Coordinate with internal teams to ensure timely and successful delivery of services.

• Collaborate with operational teams to implement changes based on client input.

• Monitor client satisfaction and address any issues or concerns promptly.

• Conduct regular check-ins and business reviews with clients to ensure their goals are being met.

• Identify opportunities for up- and cross-selling additional services.

• Prepare and present reports on client engagement metrics and performance.

• Stay updated on industry trends and best practices to provide clients with relevant insights and recommendations.

Qualifications:

• Bachelor’s degree in business or a related field

• Proven experience as a Client Engagement Manager or in a similar role preferably in BPO or outsourcing industry

• Strong interpersonal and communication skills

• Ability to manage multiple projects simultaneously

• Excellent problem-solving and negotiation skills

• Proficiency in CRM software and Microsoft Office Suite

• Customer-focused with a proactive approach to client management

• Ability to work under pressure in a fast-paced and changing environment

• Strong analytical skills

We are Great Place To Work® certified in Switzerland, the United States, the United Kingdom, Singapore, Romania, Poland and China.

We proudly offer a first-class benefits package to all employees, so come and join Chain IQ and become part of an innovative, inspiring, and high-performing team of entrepreneurs, who are globally connected and locally anchored.

Please let us know if you require any assistance during the recruitment process so that we can work with you to meet your needs.

Furthermore, please be advised that if you submit an application to us for this position, your application and personal details will be processed in accordance with our Data Privacy Notice for Job Candidates.

Important notice to Employment Businesses/Agencies:

CHAIN IQ does not accept referrals from employment businesses and/or employment agencies in respect of the vacancies posted on this site. All employment businesses/agencies are required to contact our CHAIN IQ recruitment team to obtain prior written authorisation before referring any candidates. In the absence of such written authorisation being obtained any actions undertaken by the employment business/agency shall be deemed to have been performed without the consent or contractual agreement of CHAIN IQ. CHAIN IQ shall therefore not be liable for any fees arising from such actions or any fees arising from any referrals by employment businesses/agencies in respect of the vacancies posted on this site