Overview of Duties
As an Account Manager at Spencer Ogden, you will play a key role in managing and expanding strategic client relationships across multiple entities within designated accounts.
Your focus will be on building deep, trusted relationships with clients, understanding their business, anticipating future needs, and acting as a true partner in delivering tailored workforce solutions.
You’ll also develop a detailed understanding of your client’s product lines, projects, and internal processes — identifying new opportunities to expand our service offering. A consultative and proactive approach to client management, problem-solving, and service excellence is key to success in this role.
Business Development Responsibilities
- Deepen and expand relationships within existing client accounts by identifying and anticipating client needs across multiple entities and regions.
- Secure and grow new business opportunities by positioning Spencer Ogden as a trusted advisor and solutions partner.
- Cross-sell a broad range of staffing solutions by developing a deep understanding of the client’s structure, business challenges, and long-term workforce plans.
- Provide consultative insights to clients on market trends, candidate availability, and hiring strategy — advising on how to best position roles for success.
- Influence clients to adopt Spencer Ogden-led solutions through strategic partnership and value-driven conversations.
- Own the management of all new client enquiries and leads, ensuring a responsive and solutions-oriented approach.
- Lead targeted business development activities, leveraging client insights to offer bespoke solutions and drive revenue growth.
- Take detailed job specifications and build a clear understanding of not just technical requirements, but the client’s ideal candidate profile and team fit.
- Ensure all candidate submissions meet quality standards and align with the client’s expectations and agreed service levels.
- Proactively identify opportunities to promote Spencer Ogden services based on short-, mid-, and long-term client resourcing plans.
- Collaborate with internal teams to develop tailored proposals, RFP responses, and support for client tenders.
- With guidance from leadership (Business Manager and Client Services Director), support commercial negotiations (SLAs, Terms of Business) that deliver value to both client and company.
- Meet performance metrics including roles identified, placements made, client NPS scores, and client retention KPIs.
- Maintain and expand distribution lists of key client stakeholders, mapping out client organisation structures (organigrams), decision-makers, and active projects.
- Build and maintain talent pipelines tailored to client-specific needs, often requiring niche skills, technologies, or compliance requirements.
- Focus client development efforts on gaining exclusivity, repeat business, and expanding touchpoints across the organisation.
- Leverage client testimonials and service success stories to “mushroom” accounts and grow market share within existing clients.
Relationship Management Responsibilities
- Build and maintain strong, collaborative relationships with internal stakeholders across all levels, including Sales, Delivery, Finance, and support functions, to ensure seamless client service.
- Partner with internal subject matter experts to develop and deliver tailored client solutions that align with both business and client objectives.
- Act as a bridge between departments, facilitating a productive and collaborative working environment — resolving internal tensions and aligning teams around shared client outcomes.
- Guide and support less experienced colleagues in managing complex client needs, stepping in when necessary to ensure a high standard of service.
- Lead the preparation and delivery of client presentations, proposals, and pitch materials — dynamically presenting both internally and externally as a trusted client representative.
- Champion team alignment with business strategy by reinforcing key messages, leading by example, and fostering a positive, solution-oriented team culture.
- Anticipate and intercept potential client or delivery issues, offering practical solutions and driving timely resolution.
- Own the relationship between Client Services and Delivery teams — ensuring clear articulation of client needs and maintaining quality control on candidate submissions.
- Provide timely, actionable feedback on candidate CVs and performance to ensure client expectations are consistently met.
- Collaborate with Finance, CCS, and other support services to uphold compliance with company guidelines and deliver best-practice outcomes.
- Map and network client organisations to identify multiple stakeholders and points of entry, deepening account engagement and improving service access.
- Navigate and manage the complexities of client recruitment processes, including working with different departments and decision-makers across the business.
- Proactively manage operational challenges such as billing, liability, extended payment terms, or logistics (e.g., travel, visas, PPE), ensuring smooth delivery and minimal disruption.
- Monitor live service activity — including jobs, contractors, placements, and service levels — and liaise with relevant teams to ensure consistent service excellence.
- Oversee and manage the full recruitment lifecycle in partnership with internal teams, ensuring both strategic oversight and operational execution.
- Confidently manage client expectations, providing structured feedback and holding clients accountable to agreed processes and service standards.
Ad Hoc Duties
- Champion and embody Spencer Ogden’s PACE Values and Leadership Principles in all internal and external interactions.
- Serve as a role model for best practices, particularly in the use of internal systems, compliance adherence, and process efficiency.
- Provide support to colleagues and team members outside of your direct remit, especially during the absence of line managers or leadership.
- Contribute to marketing and advertising efforts that elevate Spencer Ogden’s brand presence, including content support, campaigns, and client-facing initiatives.
- Represent Spencer Ogden at external industry events, strengthening the company’s brand and fostering new and existing client relationships.
- Demonstrate a commitment to delivering on wider business goals and key strategic initiatives.
- Carry out any additional tasks or responsibilities as reasonably delegated by your manager.
Required Experience & Skills
- Proven experience at Senior Consultant level or above within a recruitment agency environment.
- Contract recruitment experience strongly preferred, ideally across technical or specialised sectors.
- Demonstrated ability to build and manage long-term relationships with high-value clients across multiple stakeholders and departments.
- Strong strategic planning skills and business acumen to understand client needs, market trends, and deliver tailored workforce solutions.
- Exceptional communication and interpersonal skills, with the ability to influence, consult, and lead client conversations.
- Solid sales, negotiation, and problem-solving abilities, with a track record of driving account growth and resolving client challenges.
- Confidence in navigating complex client structures and managing multiple touchpoints across a client organisation.
- A collaborative mindset with the ability to work cross-functionally with internal teams (e.g., Delivery, Finance, Marketing) to deliver results.
What’s in it for you?
At Spencer Ogden, we believe in rewarding hard work and creating an environment where our people can thrive — both professionally and personally. Here’s what you can expect:
- Competitive base salary with industry-leading uncapped commission
- Quarterly Lunch Club – enjoy exclusive lunches at top-tier restaurants as a reward for performance
- Extra day of paid leave for your birthday
- Early finish every Friday at 3:00 PM
- End-of-month celebratory drinks with the team
- All-expenses-paid incentive trips – previous destinations include Fiji, Bali, Tokyo, Seoul, and Cape Town
- Global mobility opportunities – explore international roles and offices
- Access to our award-winning training and development program, designed to support you at every stage of your career
If you are passionate about this role and meet the requirements, we would love to hear from you!