As a Vice President of Key Account Management, you are the leader of a defined portfolio of client accounts. You are not a relationship manager in the traditional sense, you are a commercially astute, operationally connected, and deeply knowledgeable business leader who holds full end-to-end accountability for the health, growth, and strategic direction of every account in your portfolio.
You report directly to the Chief Client Officer on a weekly basis, presenting structured, insight-led client plans that reflect a meticulous understanding of each client's business, goals, risks, and opportunities. You are the bridge between the client and our operational delivery network, as deeply embedded in the performance of our service sites as you are in the boardrooms of your clients.
Key Responsibilities:Portfolio Ownership & Client Leadership - End-to-End Account Accountability: Own the full client lifecycle within your portfolio, from onboarding through to renewal, expansion, and strategic evolution. You are the point of accountability for every client in your book, and the ultimate owner of their satisfaction, commercial performance, and long-term loyalty.
- Client Management Plan Execution: Maintain and execute a meticulous, living Client Management Plan for each account. These plans must reflect a granular understanding of the client's business model, their strategic objectives, key stakeholders, competitive pressures, risk landscape, and the specific opportunities for us to deepen and diversify our partnership. Plans are reviewed and updated continuously, not quarterly.
- Weekly CCO Reporting: Prepare and present a structured, data-rich weekly portfolio update to the Chief Client Officer. This is not a status report, it is a strategic briefing that surfaces risks before they materialise, identifies commercial opportunities in real time, and demonstrates command of every account in your portfolio with precision and confidence.
Deep Client Intelligence & Relationship Depth - Stakeholder Mapping & Relationship Development: Build and maintain deep, trusted relationships across every key stakeholder layer within your client organisations, from operational contacts through to C-suite and board-level sponsors. You must be known, credible, and valued at every level of the client's organisation, not just at the primary point of contact.
- Client Business Mastery: Develop and maintain an expert-level understanding of each client's business, their industry dynamics, competitive position, regulatory environment, transformation agenda, and internal politics. You must be able to speak their language, anticipate their challenges, and position our capabilities as solutions to problems they haven't yet articulated.
- Goal & Risk Alignment: Maintain a continuously updated view of each client's strategic goals, operational priorities, and key risks. Ensure that our delivery model, commercial structure, and innovation roadmap are explicitly aligned to what the client is trying to achieve, and identify when that alignment is at risk before the client does.
- Opportunity Identification & Diversification: Proactively identify and develop opportunities to expand and diversify our service offering within each account, whether through new service lines, geographies, technology solutions, or commercial models. You must have a clear, costed, and pipeline-ready view of growth opportunities across your entire portfolio at all times.
Financial Accuracy & Commercial Rigour - Revenue & Headcount Forecasting: Produce and maintain deeply accurate financial and headcount forecasts for your entire portfolio. Forecast accuracy is a non-negotiable standard, you are expected to call your numbers with precision, understand the drivers of variance, and proactively manage risks to forecast integrity. Monthly and quarterly forecasts must be credible, defended, and owned.
- P&L Awareness: Maintain a working knowledge of the P&L dynamics of each account in your portfolio. You must understand the margin drivers, cost structures, and commercial levers available to you, and be able to identify where accounts are underperforming commercially and construct a plan to address it.
- Commercial Model Management: Partner with Finance and the CCO to manage contract performance, identify re-pricing or re-structuring opportunities, and ensure that growth within your portfolio is margin-accretive. You must be able to model commercial scenarios, negotiate with confidence, and make sound commercial recommendations.
- Pipeline Ownership: Maintain a live, qualified growth pipeline within your existing portfolio, tracking upsell and cross-sell opportunities from identification through to close. You are responsible for the NRR performance of your accounts and must manage your pipeline with the same rigour as a new business development leader.
Operational Connectivity & Service Governance - Site & Delivery Leader Partnership: Maintain deep, active relationships with the Operational leaders responsible for delivering services to your clients across all relevant sites. You must be embedded in the performance conversation, understanding CSAT, AHT, attrition, quality scores, and capacity in the same depth as the site leadership team, and acting as the client's voice in the operational environment.
- Performance Governance: Own the client-facing governance framework for each account, including regular performance reviews, executive business reviews (EBRs), and escalation management. Ensure that reporting to the client is accurate, timely, insight-led, and positions us as a proactive partner rather than a reactive supplier.
- Issue & Escalation Management: Act as the first executive point of escalation for operational issues that impact your clients. You must be able to triage, mobilise, and lead recovery efforts with pace and credibility, keeping the client informed, confident, and retained through periods of service disruption or commercial tension.
- Continuous Improvement Advocacy: Champion a culture of continuous improvement within your accounts, working with operational leaders to identify efficiency gains, quality enhancements, and innovation opportunities that create tangible value for the client and strengthen our competitive position within the account.
Strategic Positioning & Growth - Technology & Innovation Positioning: Develop a clear view of how AI, automation, and technology-enabled service models can be introduced within each client's account to shift the commercial dynamic, increase margin, and demonstrate forward-thinking partnership. Work with internal capability teams to build credible, client-specific proposals.
- Competitive Threat Management: Maintain an active awareness of competitive activity within your client accounts, identifying early signals of dissatisfaction, competitor engagement, or contract risk. Develop and execute proactive retention and re-commitment strategies before threats crystallize.
- Contract Renewal Leadership: Own the renewal strategy for every contract in your portfolio. Renewals should never be reactive, you must be working the renewal 12-18 months in advance, with a clear commercial strategy, stakeholder engagement plan, and value narrative that positions us as the only credible long-term partner.
Who are you?Required Experience & Skills: - Client Leadership Pedigree: You have a demonstrable track record in senior client management, account leadership, or commercial roles within the CX BPO industry. You have personally owned complex, multi-stakeholder client relationships and have a history of retaining, growing, and transforming accounts.
- Financial Acumen: You are deeply comfortable with financial data. You can build, interrogate, and defend a forecast, understand a P&L, and make commercially sound recommendations under pressure. Forecast accuracy and commercial rigour are points of personal pride.
- Operational Credibility: You understand how contact centre and BPO operations work, not at a theoretical level, but at the level of someone who has navigated SLA conversations, understood WFM constraints, and earned the respect of an operations floor. You are a trusted partner to delivery leaders, not a passenger.
- Client Management Plan Mastery: You are capable of producing and maintaining comprehensive, meticulous Client Management Plans that serve as the living strategic document for each account. These plans reflect deep client knowledge, clear opportunity and risk mapping, stakeholder intelligence, and a coherent growth strategy. You complete these plans with accuracy, discipline, and genuine insight, not as a compliance exercise.
- Communication & Executive Presence: You can present with authority, adapt your style to client context, and hold your own in boardroom-level conversations. You write with precision and structure your thinking clearly. Your weekly reporting to the CCO is concise, evidence-based, and decision-ready.
- Relentless Curiosity: You are genuinely interested in your clients' businesses. You read their reports, track their news, follow their competitors, and arrive at every client interaction knowing more about their world than they expect you to. This curiosity is what separates a great VP from a good account manager.
