Head of Client Partnerships | Peppermint
Job Details
Job Title: Head of Client of Relationships Reports To: Commercial Sales Director Team: Commercial Team Location: Kennington, London Head Office Working Patten: Hybrid, minimum of 3 days a week in the office
Salary: Up to £60,000
Client Relationship Management
- Build strong relationships with Peppermint’s clients across events, venues, and partners, focusing on long-term retention.
- Act as the main commercial contact, ensuring honest communication and timely updates to meet client needs.
- Provide regular, transparent information throughout each event or partnership to reinforce trust.
- Manage ongoing work to align client relationships with business goals and foster loyalty through exceptional service.
- Work closely with Project Management and Operations to maintain positive interactions and high-quality service during event delivery.
- Attend events to strengthen engagement, assess standards, and offer tailored care.
- Seek client feedback to identify improvements, aiming to retain clients and surpass their expectations for service and support.
- Lead Peppermint’s client retention strategy across its portfolio of events and venues.
- Proactively manage contract renewal, ensuring Peppermint retains key partnerships year-on-year.
- Conduct regular client reviews, debriefs and follow-up meetings to ensure clients receive meaningful insight and value from their partnership with Peppermint.
- Work closely with operational teams to ensure learnings from events are captured and communicated effectively to clients.
- Ensure Peppermint consistently demonstrates value to clients, strengthening long-term relationships and reducing the risk of losing partnerships to competitors.
- Collaborate with the Levy Retention Team to gather valuable feedback and guidance as needed, identify risks, and update the compass or levy CRM when required.
- Coordinate with Operations and Project Management to manage client commercial needs.
- Assist with documentation, reporting, and presentations as needed.
- Maintain clear communication to align client expectations with operations.
- Propose improvements to enhance Peppermint’s F&B value for clients.
- Regularly review events to keep Peppermint’s offerings competitive.
- Guide the Account Management team to deliver reliable and excellent client service throughout the business.
- Assign accounts to Account Managers according to each event size and complexity, while also overseeing your own set of accounts.
- Offer direction and assistance to Account Managers to help build strong client relationships and manage contracts effectively.
- Coordinate with the Head of Sales to transfer new business to account management after contract signing. Assign account ownership and support based on successful pitches.
- Keep Peppermint’s retention pipeline visible across all platforms (internal excel, Compass CRM & Monday.com)
- Track and manage retention and renewal timelines.
- Regularly update the Commercial Sales Director and Directors on retention, client relationships, and upcoming tenders.
- Collaborate with Finance to assess event performance and pinpoint ways to improve financial results.
- Identify and recommend strategies to boost commercial success, revenue, guest satisfaction, and efficiency for events and venues.
Success in this role will be measured through:
- Targeted % retention of existing events and clients.
- Strong client satisfaction and long-term partnerships.
- High-quality client communication and reporting.
- Effective leadership of the account management function.
- Strong collaboration between commercial and operational teams.
- Commercial Sales Director
- Founders
- Commercial Finance Analysis
- Operations / Project Director
- Project Managers
- Levy Retention Team
- Strategic Bid Director (Levy) & Bid Writing Team
- Event owners and promoters
- Festival Directors
- Venue operators and rights holders
- Commercial partners and stakeholders across the events and entertainment sectors
- Demonstrated experience in leading, motivating, and developing teams (3-5 years).
- Extensive background within the events, festivals, venues, or hospitality sectors (minimum 3 years).
- Proficient in client relationship management and retention within commercial settings (3 years).
- Track record of effectively managing and sustaining client relationships in a business environment.
- Exceptional communication and negotiation skills.
- Skilled at balancing client expectations.
- Highly organised, with proven ability to manage multiple projects and meet deadlines.
- Strong commercial acumen and adept at problem-solving.
- Collaborative approach to working across commercial, finance, and operational teams.
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