Consultant, Customer Experiences and Operations

Who is BGRS?

At BGRS, we move the people that move the world, enabling opportunities by connecting people and places.

We relocate people across the globe, supporting and guiding their journey by administering benefits on behalf of our clients. Synchronized with our clients for success, we transform mobility programs into a means of recruitment, development, and retention of talent. Our client partners include some of the largest global organizations, as well as mid-tier growth companies and government agencies. As a leading company in global talent mobility, we are committed to fostering an engaging, flexible, and inclusive environment that encourages growth and collaboration. We look forward to welcoming you to our team where you can experience what partnership and talent mobility can achieve.

Role Overview
As a Manager, Client Strategic Partner you will contribute to BGRS's success by working closely with the Director, Client Strategy to develop, maintain and shape the client partnerships and enhance the client and customer experience. This role is a strong individual contributor, providing an integral link between operations and client relationships, supporting the strategic goals of BGRS and clients while driving client profitability, revenue growth and shaping delivery of services.

**In response to the COVID-19 pandemic all interviews are being conducted virtually.

If selected for an in-office position, you will work remotely while BGRS operates under mandatory telework.

What You'll Be Doing
- Builds and maintains relationships with an assigned set of clients determined based on revenue, scope and size
- Acts as the clients' day to day contact being accessible and knowledgeable about the details of client mobility programs
- Plays a key role in identifying solutions and resolving client issues across the client team and/or in partnership with other operational divisions. Proactively discusses any challenges and issues with the client contacts
- Acts as a trusted advisor to the client and collaborates with them on identifying best practices within the talent mobility industry
- Keeps clients informed of available client reports and new products and services, and helps to encourage and ensure understanding and increased usage of the available tools and products
- Support the efforts of the Director, Client Strategic Partner in the establishment and delivery of strategic account plans with understanding and recognition of all global and regional requirements
- Demonstrates strong relationship management skills in developing and maintaining client relationships at key levels globally
- Work closely with the Director, Client Strategic Partner, Director, Customer Experience and Manager, Customer Experience Operations to direct, support and enable the experience journey for both clients and customers to meet the identified Key Experience Metrics
- Works with Customer Experience Managers to understand and keep abreast of the operational metrics in support of their clients
- Participates in regular review and assessment of client needs, identification of scope creep and incremental revenue opportunities
- Supports the Director, Client Strategic Partner on implementation of new clients in the onboarding of the new client and program
- Supports the Director, Client Strategic Partner in the development and execution of incremental revenue sales, growth and client retention plans
- Support the Director, Client Strategic Partner in collating data and content for Client Reviews and Governance meetings
- Works collaboratively with the Director, Client Strategic Partner and the client team to understand the client delivery requirements and drive client profitability and revenue growth
- Demonstrate critical thinking skills, proficient data analytics and reporting to offer insight and shape evolving customer influences

What You Bring to BGRS

Education/Experience
- University degree or 3-5 years of equivalent customer relationship management work experience required
- Experience in global mobility or similar customer service roles with a focus on client relationships

Cognitive Skills
- Financial acumen and a demonstrated growth mindset
- Interest in growing revenue in client accounts through upselling products and services
- Understands how growth of revenue impacts margin and overall profitability
- Excellent critical thinking skills with an understanding of data analytics and interpretation
- Ability to adapt to changing requirements or deadlines in support of our clients' goals
- Able to think critically and proactively solve issues

Technical Skills
- Has a curious and deep understanding of technology enabled service delivery
- Able to demonstrate technology and speak clearly to benefits that can be brought to clients

Social & Emotional Skills
- Demonstrated client-centric focus and ability to identify value-add opportunities to enhance the experience of customers and clients
- Excellent conflict management