Client Services Manager (Hotel, Phuket)

Job type:Permanent
Industry:Facilities Management & Services
Expertise:Client Management
Salary:60-80k
Job published:2/13/2025
Job ID:V-43372-1

Our client, a leading facilities services provider with a strong national presence, is seeking an experienced Client Services Manager (Account Manager) with a background in hotel or hospitality management. In this pivotal role, you will oversee client services in Southern Thailand, ensuring exceptional satisfaction and profitability while leading a team to deliver outstanding service.

Responsibilities

Client Management

  • Oversee client accounts to ensure exceptional satisfaction and profitability
  • Ensure service delivery aligns with client agreements and company standards
  • Identify and pursue opportunities to expand client relationships and drive revenue growth
  • Address and resolve client complaints promptly to maintain strong relationships
  • Monitor and ensure service quality meets client expectations

Operational Oversight

  • Collaborate with internal teams, including sales and support, to optimise service delivery and revenue
  • Manage invoicing processes and ensure timely collection of fees
  • Maintain service quality standards in accordance with service level agreements (SLAs)
  • Expand the client base by acquiring new clients and managing their onboarding effectively

Team Leadership

  • Lead and motivate the client services team, providing training and support to ensure high performance
  • Oversee the work environment and address any issues related to staff satisfaction and performance
  • Coordinate with HR and training departments to facilitate employee development and adherence to company policies

Department Development

  • Collaborate with research and consulting teams to enhance service offerings and improve client satisfaction
  • Partner with marketing to refine product proposals and training programmes for client managers
  • Utilise CRM and FM software to support client management and service delivery
  • Optimise resource allocation based on client needs and operational efficiency
  • Contribute to continuous improvement initiatives within the department

Health & Safety

  • Ensure compliance with safety regulations for all employees and contractors under your management
  • Promote a safe work environment and proactively address safety concerns
  • Report and manage near-miss incidents and unsafe conditions effectively
  • Ensure all team members receive necessary training on health, safety, quality, and environmental standards
  • Regularly review and update safety practices to maintain a safe and compliant work environment

Qualifications

  • Bachelor’s degree in Hospitality Management, Business Administration, or a related field
  • Minimum of 5 years of experience in client services or hospitality management, with a strong track record in managing service delivery and client relationships
  • Excellent communication skills in both English and Thai
  • Proven ability to enhance client satisfaction and effectively manage accounts
  • Demonstrated passion for exceptional client service and a solid background in hospitality management