Client Relationship Manager

Client Relationship Manager

Location: Home Based

Department: Customer Experience / Activate Collision Solutions

Contract type: Permanent / Full-time

About the role

We’re looking for a Client Relationship Manager to join our Customer Experience team!

The Client Relationship Manager is responsible for managing and growing key motor insurance and broker client relationships. Working closely with other areas of the business they will ensure the delivery of exceptional service across all departments in alignment with our operational and strategic goals.

Working closely with department heads, the Business Development Director and the Managing Director they will lead current client engagement including performance reviews, service innovation and continuous improvement delivery.

In addition, they will spot commercially viable opportunities for growth and the introduction of additional company and group services.

Activate Group is a growing UK business with 1,000+ team members nationwide. This is an exciting opportunity to build a long-term career with a company that values its people and offers genuine development and progression opportunities.

Key responsibilities

Client retention and development:

• Own and manage strategic relationships with multiple stakeholders inside current client base.
• Understand each client's business model, claims processes, cost drivers, and strategic priorities, tailoring our service offerings to align with their operational and commercial goals.
• Lead service and performance reporting reviews, supported by Network Operations. Create presentations and reports for the purpose of the same.
• Attending industry events with clients to promote Activate Collision Solutions and its proposition, galvanising relationships with key client stakeholders.
• Represent Activate Collision Solutions with credibility and authority in client-facing forums, senior reviews, external events, strategic planning sessions and as required.
• Build strong, trusting relationships across internal and external stakeholder groups, involving the right people early and communicating openly and respectfully to strengthen long-term partnerships.
• Act as a senior escalation point for complex client issues, ensuring swift, high-quality resolution and sustained client satisfaction.

Commercial Performance:

• Take responsibility for the retention, profitability, and growth of the client portfolio, delivering against revenue, margin, and volume targets.
• Identify and pursue opportunities for account growth, service enhancement, wider group cross-sell, and innovation.
• With the Managing Director and other senior stakeholders, Lead contract renewals, commercial negotiations, and tender responses, protecting and improving commercial terms where possible.
• Monitor market trends, regulatory changes, and competitor activity to inform account strategy and keep Activate Collision Solutions ahead of the industry.
• Use insight and data to inform decisions and direction, tracking performance against KPIs and translating analysis into clear commercial action.

Service Delivery and Operational Excellence:

• Lead regular service reviews and performance reporting, working with internal stakeholders to ensure SLAs and client expectations are consistently met or exceeded across the business.
• Collaborate with internal teams to ensure seamless, high-quality delivery.
• Assist in driving continuous improvement in service quality, efficiency, and customer outcomes, challenging outdated ways of working and championing better ones.
• Support the development of bespoke solutions, aligned to our core activities for insurer and broker clients.
• Anticipate delivery risks early and remove barriers before they escalate, keeping progress on track and clients informed.

This role is expected to lead in line with the Activate Group Leadership Competency Framework:

• Win Together — build strong, trusting relationships with clients and internal teams; involve the right people early, communicate clearly and respectfully, remove barriers between teams, and create an inclusive culture of collaboration and shared success.
• Strive for Better — champion innovation and challenge outdated thinking; use insight and data to inform direction, welcome constructive challenge, establish ambitious standards, and continuously improve service and ways of working.
• Make It Happen — take full accountability for decisions and outcomes; make timely, well-judged decisions even with limited information, set clear direction, remove barriers before they escalate, and deliver high-quality results at pace.
  

Skills and experience

• Proven experience in customer account management with motor insurer and broker clients.
• Strong understanding of motor claims, repair networks, and the accident management lifecycle.
• Demonstrable track record of retaining and growing major accounts, delivering revenue and margin targets.
• Proven success in contract renewals and negotiations.
• Excellent stakeholder management and communication skills, with the ability to influence and build trust at multiple levels.
• Commercial awareness and analytical ability to turn data into action.
• Experience presenting to external stakeholders and managing complex, high-value strategic partnerships.
• Confident leading service reviews and presenting performance reporting, with strong data literacy (e.g. Excel, Power BI, CRM reporting tools).
• Proficiency in CRM systems, reporting tools and Microsoft office packages (PowerPoint, Word etc).
• Awareness of relevant regulatory and compliance requirements within the insurance and claims environment.
• A self-starter, focused on successfully achieving goals, with a can-do attitude.
• Flexible to travel to locations across the UK as required.

Benefits

We believe in rewarding our people for the great work they do. When you join Activate Group, you can expect:

• 33 days holiday, including bank holidays

• Personal health cash plan – claim back the cost of everyday healthcare such as dental and optical check-ups

• Enhanced maternity, paternity, adoption and shared parental pay

• Life assurance at three times your basic salary

• Free breakfasts and fresh fruit

• A birthday surprise for everyone

What you can expect from us

At Activate Group, we want everyone to have the tools and support they need to do their best work. We’re an innovative business that continuously reviews and improves our systems, processes and ways of working, making sure they support our teams to do their jobs effectively.

Every role at Activate Group is aligned to our wider business vision and purpose – making someone’s bad day better. You’ll understand how your role contributes to the bigger picture and how your work helps deliver excellent outcomes for customer and partners.

We believe work should be enjoyable. We make time to celebrate success, recognise achievements and bring people together at team events and company-wide celebrations. We’ll also support your ongoing development through regular feedback and career planning.

Whether you’re based in one of our contact centres in Halifax, Peterborough or Huddersfield, working at an Activate Accident Repair (AAR) site, or working from home, you’ll be part of a supportive culture where people are encouraged to succeed.

A bit about us

Activate Group is a fast-growing business approaching 1,000 team members nationwide.

We work with some of the UK’s largest fleets and insurance companies, supporting drivers that have been involved in road incidents through our contact centres in Halifax, Peterborough and Huddersfield.

We manage every step of the repair journey - repairing vehicles at our own Activate Accident Repair (AAR) body shops, as well as through a UK-wide network of trusted independent repair partners.

We also work with the UK’s largest vehicle manufacturers, supporting their approved repair programmes, and deliver innovative technology solutions to fleets, vehicle repair centres and dealerships.

Our purpose & values

Our purpose underpins everything we do: Make someone’s bad day better

Our values define how we work with our team members, customers and suppliers:

• Make it happen – Be accountable. Take the initiative, work fast, and do a great job.

• Strive for better – Be bold. Challenge the norm - make small improvements often.

• Win together – Be a team player. Win together, learn together, respect each other.