Senior Customer Relationship Manager

What's the job?

As a Senior Customer Relationship Manager, you will act as the strategic lead for our most valuable school partnerships. Your role is to secure long term retention and growth by building high trust, senior level relationships and delivering insight led value. You will own contract renewals, lead multi year negotiations, and lead on tenders with existing schools - writing, pitching, and presenting compelling proposals that secure long term agreements. Beyond your own portfolio, you will set standards of excellence by embedding best practices and driving operational improvements that strengthen the customer experience.

Key responsibilities

• Strategic partnership management: Own and nurture relationships with our most valued school partners, aligning priorities to deliver long term value.
• Contract leadership: Lead renewal and multi year contract negotiations, securing retention and growth in line with business targets.
• Tenders: Lead end to end tender processes with existing schools - designing proposals, writing documentation, pitching, and presenting solutions that secure renewals and multi year agreements.
• Insight & influence: Use customer data and feedback to shape renewal strategies, identify growth opportunities, and influence internal decision making.
• Face to face engagement: Deliver purposeful and high impact meetings with school leaders, positioning the company as a long term partner.
• Operational leadership: Identify and resolve systemic issues, embed best practices, and simplify processes to free up time for customer facing work.
• Team contribution: Act as a senior member of the team, mentoring, sharing insight, and role modeling standards.
• Growth opportunities: Highlight and execute opportunities for upselling, cross selling, and expansion of own brand products and services.

Key Behaviours

• Acts as a trusted advisor to senior school stakeholders.
• Commercially astute, with the ability to shape and negotiate complex deals and tenders.
• Confident decision maker, using data and insight to influence outcomes.
• Proactive and dependable, always one step ahead in customer engagement.
• A role model for collaboration, consistency, and professionalism.

Measures of Success (KPIs)

• Contract renewal rate across CRM portfolio.
• Percentage of schools secured on multi year contracts.
• Number and quality of senior level engagements delivered.
• Successful completion rate of tenders (win rate, quality of presentations, and outcomes secured).
• Volume of insight led renewals or upsells achieved.
• Reduction in escalations and repeated issues within portfolio.
• Contribution to team capability (training, mentoring, best practice sharing).

Practicalities

We're recruiting 3 Senior Customer Relationship Managers (SCRMs) across the country into this brand new role. You'll be primarily field based, so location is no barrier.

It's a full time, Monday to Friday position, and we're keen to get started as soon as possible!

Social Environmental Responsibility (SER)

We take our sustainability responsibility extremely seriously, and it is only with the full cooperation of every one of us that we will ensure we deliver on our sustainability objectives. Joining us means you commit to doing your part for the planet.

JEDI

Monkhouse is committed to supporting, developing and promoting equality of opportunity and diversity in all our business activity. We value different perspectives and believe that diversity makes us stronger. We aim to provide an inclusive culture, free from discrimination and based on the values of dignity, courtesy and respect. We believe that everyone has the right to be treated in accordance with these values. Monkhouse works alongside Banner Ltd which is B Corp certified, and these values are an essential element of our culture. If there is anything we can do to accommodate you to participate fully in the recruitment or interview process, please let us know.

This job ad is a tool to help both the Company and the individual understand the main responsibilities of the role. It is not intended to be an exhaustive or complete list of all possible tasks. Everyone is expected to be flexible in their approach and to take on tasks as reasonably requested. The Company reserves the right to change the tasks and responsibilities of the role according to business need.

Please submit your application as directed on this website. If you have any questions or would like to discuss the role before applying, please contact us at .

By submitting your application you agree to the retention of all information submitted through your application including contact details, CV, covering letter and interview notes for a maximum of one year from the date of your application.

Candidates submitted by agencies without express agreement will be regarded as not being represented by that agency and Monkhouse Limited, Banner Limited or any linked or subsidiary will be liable for any fees associated with future employment of that candidate.