Customer Relationship Executive/Manager

About us

The Financial Times is one of the world’s leading news organisations, globally recognised for its authority, integrity and accuracy, with a mission to deliver quality information and services worldwide.

At the FT, curiosity thrives and ambitious thinking is rewarded. Here, you’re given the chance to reach millions, create work that matters and deliver impartial journalism in a polarised world.

In our warm, collaborative culture, you’ll connect with a diverse community of experts who support your growth, career aspirations and wellbeing.

Your future at the FT will be filled with opportunities that challenge and inspire you. With no fixed path, you’ll discover new skills and forge a career that can take you anywhere.

Build a newsworthy career at the FT.

Our commitment to diversity, equity and inclusion

We believe in the power of unique perspectives and want all voices in our organisation to be heard, respected and valued. A supportive workplace is one where employees feel they can be themselves and operate to their full potential. We are committed to removing barriers for everyone, with a focus on addressing those faced by underrepresented groups.

The role

Client Relationship Executive/Manager (CRE/M) is a region focussed key account specialist responsible for retaining and growing the bank of business in which they are allocated. They have the responsibility for the retention and upselling of existing business, requiring negotiation skills and excellent relationship management and account management. They focus on the development of an annual sales plan for their bank of business which identifies how the overall target will be achieved. Regular contact and building relationships with clients in partnership with Marketing and the Customer Success team is required to develop engagement activities throughout the year to support retention and upsell as well as cross-selling products. The role entails strong organisation skills and the ability to manage a large number of accounts with a strategic mindset in order to build relationships with key stakeholders. The candidate will also be working closely with our parent company to collaborate on projects or duties as assigned from time to time.

Key responsibilities

• To personally be responsible for the achievement of the retention and upsell business target set at the start of each new year.

• To work with the appropriate support departments to ensure that customer issues are handled consistently and effectively in a timely and efficient manner.

• To work closely with the Customer Success team to plan and prioritise activities to support the goal of retention and upsell.

• To prioritise face to face and virtual meetings with clients, gain knowledge of the business operations and information needs of the client and actively network to build strong relationships at a senior level and with stakeholders in other departments within the company. This will lead to a better understanding of requirements and establish new opportunities to support retention, upsell and cross selling

• Maintaining awareness of an opportunity/accounts overall health and taking the appropriate action to mitigate the risk of downsell and/or cancellation.

• Document all sales activity in salesforce, and keep opportunities updated with regards to likely close dates in a timely and efficient manner.

• To keep up to date with market & competitor developments in the relevant sector and have the ability to speak with confidence on the FTs value proposition.

• To keep up to date with developments and news relating to the individual accounts you are responsible for ensuring a tailored and strategic approach.

• Feedback customer insight to assist with product development and cross selling new products.

• Ensure dates of all renewals are well planned and work commences at least three months in advance.

Required skills and experience

• Takes a consultative sales approach to achieve business development in order to expand accounts.

• Strong approach to cross-selling into new products using strategic value positioning.

• Proven account management experience and of meeting or exceeding retention and upsell revenue targets with a strategic mindset.

• Experience carrying out face to face and virtual client meetings often negotiating with senior management within the company.

• Well developed influencing skills to gain commitment from clients and colleagues.

• Eager to develop a thorough understanding of the value of the FT from existing clients in the relevant sector/region and utilise this information to grow, expand and upsell accounts.

• Excellent presentation and communication skills.

• Ability to work collaboratively as part of a team to succeed.

• High level of initiative, motivation, and ability to network both internally and externally to identify opportunities and maintain/build relationships.

• Excellent organisation skills and ability to work under pressure to meet deadlines.

• Fluency in English, both oral and written

• Fluency in business level Japanese

What’s in it for you? Our benefits

Our benefits vary by location but we are committed to providing best-in-class perks across all our offices. These include generous annual leave, medical cover, inclusive parental leave packages, subsidised gym memberships and opportunities to give back to the community. Full details of our benefits are available here.

We currently operate a hybrid model which requires staff to work onsite 50% of the time, subject to role requirements & regular review. While flexible working requests will be considered, not all patterns are suitable for all roles. We believe this balanced approach supports flexibility and protects our culture, making collaboration and communication easier, building stronger relationships and team cohesion, and supporting peer learning. We reserve discretion on reasonable notice to change this approach either generally or for specific individuals or teams.

Accessibility

We are a disability confident employer and Valuable 500 signatory.

Please let us know if you require any reasonable adjustments/personalisation as part of the application process or to enable you to attend an interview. If you would like to discuss your requirements or have any questions, email talent@ft.com and a member of our team will be happy to help.

Further information

At the FT, we embrace innovation and the use of technology and appreciate that individuals may leverage AI tools as part of their job application process. Whilst we are happy for you to use AI to assist with your application, it is essential that all information provided is authentic and accurately represents your skills, experience, and qualifications.

Candidates should be aware that the use of AI throughout the application process may be monitored to ensure a fair and transparent hiring process for all.

Please beware of fraudulent job postings and offers claiming to be from the Financial Times. All legitimate opportunities will direct you to apply through the official Financial Times careers site, and the FT will never ask for financial information, payments, or referrals to third parties during the hiring process. If you have any concerns about the legitimacy of a job posting or suspect any scam activity, please contact talent@ft.com.

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