About the Role
We are looking for a seasoned Client Engagement Lead to own and nurture relationships with our international clients (UK, US, Australia). This role is the primary bridge between our clients and internal teams - ensuring client satisfaction, driving engagement growth, and proactively resolving employee and service-related matters. The ideal candidate combines executive presence with strong operational follow-through.
Key Responsibilities
- Client Relationship Ownership: Serve as the single point of contact for assigned international clients, building trusted, long-term partnerships.
- Structured Client Engagement: Conduct weekly/fortnightly calls with clients to review employee performance, address concerns, and capture feedback.
- Performance Communication: Stay closely connected with clients on the performance of deployed resources; coordinate with internal HR and delivery teams to relay and act on feedback.
- New Business Identification: Capture new resource requirements from existing clients and coordinate with the Talent Acquisition team to initiate searches promptly.
- Issue Resolution: Proactively manage and resolve employee-related issues or client escalations, ensuring minimal disruption to client operations.
- Retention & Growth: Monitor client health, identify risks early, and drive initiatives that strengthen retention and account expansion.
- Internal Coordination: Work cross-functionally with HR, IT, Talent Acquisition, and leadership to ensure seamless client service.
- Reporting: Maintain accurate records of client interactions, feedback, and action items; share periodic updates with leadership.
Required Skills & Experience
- 5-8 years of experience in client relationship management, account management, or client servicing — preferably with international clients (UK/US/Australia).
- Excellent verbal and written communication skills, with the confidence to engage senior stakeholders and business owners.
- Strong client handling and expectation management skills, with a proven track record of retention and satisfaction.
- Ability to manage multiple client accounts simultaneously with structure and discipline.
- Comfortable working across time zones for scheduled client calls.
- Strong problem-solving mindset — able to balance client interests with internal capabilities.
- Exposure to staffing, offshoring, RPO, or professional services industry is a strong advantage.
What Success Looks Like
- High client satisfaction and retention across assigned accounts.
- Consistent, proactive communication rhythm with every client.
- Employee issues resolved before they become escalations.
- New requirements captured and converted into successful placements.