Client Relationship Manager

As part of the Abellio Group, West Midlands Trains delivers around 1,300 train journeys a day, for more than 60 million passengers a year, across our two brands - West Midlands Railway and London Northwestern Railway.

We are committed to delivering a safe and reliable train service, by investing in our fleet of trains, stations and employees. As part of this investment we are looking to recruit a Client Relationship Manager, on a full time, permanent basis based in Birmingham.

You will manage all commercial aspects of the National Rail Contract relationship with the Department for Transport/West Midlands Rail Executive whilst protecting the interests of the shareholders.

You will be required to lead a team of commercial professionals and act as subject matter expert to the businesses for all National Rail Contract commercial matters, as the day-to-day contact with the Clients to provide specialist advice and expertise as required.

You will lead the development of strategies and plans to ensure we have the right processes in place to maximise our Performance Based Fee (PBF) and deliver our Business Plan Commitments. Work with the business to maintain contractual compliance, BPC delivery and PBF evidence for major infrastructure/Capital Works projects.

What does the job involve?

• Lead all day-to-day client relationship activities, supported by the Contract Manager (NRC) and rest of the team.
• Point of contact for all client relationship queries and commitments, being the guiding mind to the business on requirements and expectations, and coordinating activities with the client relationship team as appropriate,
• Ensure the best processes and resources are in place to maximise the Performance Based Fee targets and support the Client Relationship Business Partners to generate ‘good’ evidence from across the business.
• Ensure our Business Plan Commitments are on track and contractually managed through contract change processes as required.
• Act as a key conduit into the Annual Business Planning (ABP) process with the knowledge gained via our Performance Based Fee (PBF), Business Plan Commitments (BPC) and Key Performance Indicators (KPI) performance.
• Work with the business to maintain contractual compliance, BPC delivery and PBF evidence for major infrastructure/Capital Works projects.
• Monitor and track progress of relevant ABP KPIs, providing information and insight into trends etc. Ensuring the business owns their KPIs and that mitigation plans are being implemented where KPIs are forecast not to be met.
• Progress appropriate contract variations as required.
• Produce reports, presentations etc. as required.
• Provide updates to the wider team and report on progress of commitments, successes and flagging any areas at risk of non-compliance.
• Maintain accurate and complete records on relevant systems, ensuring compliance with GDPR.
• Attend meetings representing Client Relationship team, internally and externally, as needed.
• Deputise for the Head of Client Relationships & Contracts as required.
• Any other reasonable duties as requested by the Head of Client Relationships & Contracts or the wider team.

What skills and experience do I need to do the job?

• High level understanding of rail contracting.
• Understands who our key external stakeholders are. Significant experience in working with stakeholders and relationship management, for large and complex organisations
• Experience of working in a pressurised environment with restrictive timescales.
• Experience of managing complex tasks with an attention to detail.
• Excellent communication skills and able to converse at all levels of the business.
• Good working knowledge of Word, Excel, web based systems.
• Organised and methodical.
• Pro-active individual with an ability to engage with others quickly to establish relationships on all levels.
• Able to understand and absorb substantial amounts of information quickly and accurately and seek appropriate action to deliver realistic solutions

What are the salary and benefits?

• Salary up to £60,000 per annum
• Free travel on all our trains and those of other train companies within our parent group company - for you, your partner and any dependent children
• 75% off all other train company travel tickets
• Retail discounts
• Career development opportunities

Due to the volume of applications we receive the advert may close earlier than the published closing date. Please submit your application as soon as possible to avoid missing out.

As an inclusive employer, we welcome applications from all backgrounds and ensure no-one receives less favourable treatment on the grounds of age, disability, gender, race/ethnicity, religion, belief and sexual orientation.

Applications will be considered from colleagues with 6 months experience, after completion of their probationary period and a full check of absence and disciplinary records.