Kirsty Smith

Client Relationship Manager with over 20 years’ experience in client facing roles within the communication industry. Highly skilled in customer service, business development, contract management and commercial performance. Proven history working on high profile, multi-million-pound strategic accounts, building and maintaining strong relationships, leading a team to deliver exceptional service and account growth.

A key member of the strategic account team working on high profile insurance and financial accounts delivering multi-channel communications in a highly regulated industry.

• Relationship Management – key player from initial contract wins, onboarding, through to developing long standing trusted relationships, an effective communicator at all levels and a ‘go-to’ person for key stakeholders.
• Contract Management – responsible for contract governance, meeting both commercial and service obligations, monitoring adherence to strict SLAs / KPIs, leading governance meetings and supporting account growth.
• Service Delivery – oversight of the end-to end communications solution, working collaboratively with the Account Director, key SMEs, and account teams to provide service excellence, continuous improvement, and project delivery.
• Market and Product Knowledge – vast experience in real-time, multi-channel communications – print, email, and SMS, postal management, and DAM, allowing the end client / customer seamless access to critical documents.
• Account Plans – set strategic plans to review both current and future objectives, using SWOT analysis to identify risks and drive increased revenue and client satisfaction.
• Continuous Improvement – identified opportunities aligned to client strategies to provide cost savings and drive business value by using technology solutions and AI to streamline activities, reducing manual intervention and risk.
• Conflict and Issue Resolution - First point of escalation managing issues and complex situations, remaining calm whilst handling difficult conversations in sometimes volatile situations.
• Financial Performance – responsible for setting budgets, forecasting, client financial reporting, managing the commercial aspects of the contract and financial deliverables.

Staffordshire University

BA (Hons) Business Enterprise - Result 2:1