Emea Service Relationship Manager

Company Description

We are the leading global information services company, providing data and analytical tools to our clients around the world. We help businesses to manage credit risk, prevent fraud, target marketing offers and automate decision making.

We also help people to check their credit report and credit score, and protect against identity theft. In 2020, for the sixth consecutive year, Experian has been named to Forbes Magazine’s Top 100 list of the “World’s Most Innovative Companies.”

We employ approximately 17,000 people in 44 countries and our corporate headquarters are in Dublin, Ireland, with operational headquarters in Nottingham, UK; California, US; and São Paulo, Brazil.

At Experian, we are committed to building an inclusive culture and to creating an environment where people can balance successful careers with their commitments and interests outside of work. Our flexible working practices support our belief that this balance brings long-lasting benefits for our business as well as our people. Some roles lend themselves to flexible options more than others, and if this is important to you, we are open to discussing agile working opportunities during the hiring process.

**Job Description**:
Our Service Relationship Managers are responsible for driving Client Advocacy and Satisfaction for our most strategic Clients & Partners our Cloud Clients.

As a Service Relationship Manager, you will be passionate about Service and delivering real results, putting our client’s needs at the heart of everything you do. You will excel at developing strong relationships across a global geography.

As the Voice of the Client, you will be their advocate in the business, working pro-actively to lead and drive continual service improvement across the end to end client journey to drive value and create client loyalty.

You will take ownership for delivering measurable improvements, developing creative solutions and working collaboratively orchestrating and influencing stakeholders across the Market, Regional and Global internal teams.

As the in life Operational Single Point of Contact for the client, you will provide consistency and simplicity in how our clients engage with us in a complex environment, making it easy to work with us. You will take responsibility for client escalations, managing them through to a successful conclusion with both the client and Experian.

You will successfully engage, support and influence client key stakeholders becoming an expert in understanding their business, solutions and needs, seeking opportunities to develop and enhance our business and service relationship and their solutions to deliver greater value, sharing Experian / Best Practice within the client’s environment.

As our Service expert in the market, you will be the guardian of our SLA documentation, supplying these for deals and supporting bespoke client support requests, seeking to understand client requirements and needs, propose appropriate options and engage the right areas for guidance and approval.

Key Responsibilities of the role include:

- Service Review Management - Planning, preparation and performance reporting.
- CSI (Continuous Service Improvement) - Creating, tracking, updating and owning live Client Improvement plans and the delivery of measurable improvements across all areas of the client journey
- Responsible for stakeholder management, creating and leading a virtual team through regular reviews to drive improvements and identify opportunities to enhance the client experience across the end to end customer journey.
- Risk identification and management
- Client Escalation - Resolution Ownership and reporting.
- NPS - Owning our NPS cycle with our clients, driving participation and response rates, ensuring all feedback is responded to and developed into measurable actions within the Continuous Service Improvement Plan.
- Managing the delivery and in-life support of contracted services to clients to ensure that SLAs (service level agreements) and KPI (key performance indicators) as defined in the relevant contracts are met or exceeded.
- Responsible for building excellent stakeholder relationships with all areas of the business to enhance overall client satisfaction.
- Work alongside the aligned sales team / account director to propose new service elements/requirements of new business as well as highlighting upsell and retention opportunities
- Responsible for ensuring that relevant business areas take responsibility for their functional actions and customer experience journeys, making requests and escalation for support where required.
- Leading and coordinating regular internal & external client meetings to build trust and profile, assess status of ongoing tasks, results of Experian projects / support, identify and drive continual service improvement opportunities and prospect future business opportunities.
- Participation in Monthly Market Reviews to give client insight, progres