Relationship Manager

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Become part of our global network of skilled engineers, scientists, auditors, planners and environmental specialists, all working together to leave this world better than we found it.

GHD is dedicated to driving bold, sustainable, and profitable growth by expanding and investing in our most strategically important clients. 

Who are we looking for?   

The Relationship Manager- Canadian Defence is a key player in GHD's Canadian Federal Program. With a focus on Canadian Defence the RM works with the Canadian Federal team towards expanding GHDs foot print with the Canadian Department of National Defence (DND) and Defence Construction Canada (DCC).

You will exemplify world-class client relationship management, demonstrating empathy and leadership to contribute to the growth of GHD's Enterprise Client Portfolio (ECP). The objective of the ECP is to build strong long-term relationships, deliver innovative solutions that meet the client's biggest challenges, and provide critical input to inform enterprise decisions. 

You will work across enterprise geographies and cultures to represent the client's perspective, identify growth opportunities, and share best practices to help your client achieve their objectives. 

As a leader, you will coach, mentor, and support your Client Engagement Team members and the broader business to succeed throughout every stage of the client's journey with GHD. You will continuously improve client relationships, experiences, and delivery while achieving revenue growth and profitability targets.

Ideally the RM will have significant direct experience working in a leadership role within Canada's Defence relating to GHD potential growth areas ( Military or Civilian). This experience  allows the RM  understanding the culture, expectations, motivations  and challenges of DND and DCC position in the RM and GHD for ling term success.

See what the power of commitment can do for you

Working with an energetic and high performing team, this position offers a variety of work and will see you involved in:

• Gathering of information supporting positioning GHD for current, near term and long term business opportunities within Canada's Defence portfolios
• Develop and maintain relationships with key players and decision makers within the Canadian Defence Business assuring Client Satisfaction and key partnerships 
•  Contribute to or lead GHD's go to market strategy for Canadian Defence opportunities.
• Understand Canada's Defence existing operational and modernization needs as well as broader multi year programs to identify opportunities for GHD growth. 
• Have in depth knowledge and experience working within the procurement approaches of the Canadian Government and Canadian Defence (DND/DCC).  
• Participate and often lead winning work teams for procurement responses for Canada's Defence.
• Customer Relationship Management (CRM) Data: Enter customer information that has been gathered through research and/or through direct customer contact into the CRM system, to ensure that the organization has quality data to enable effective customer retention and business development activities. Or ensure that team members maintain up-to-date CRM data, identifying and resolving issues.
• Personal Capability Building: Develop own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation, where relevant, to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology, external regulation, and industry best practices through ongoing education, attending conferences, and reading specialist media.
• Key Account Management: Manage and develop important customer relationships with guidance from senior colleagues, and/or manage an account team delivering day-to-day support. Customers are likely to include mid-tier companies, multinational corporations, and the like.
• Customer Relationship Development / Prospecting: Develop and implement a relationship management plan for potential customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues.
• Customer Needs Clarification: Set clear objectives for each sales call or meeting; tailor standard materials to make presentations to decision-makers and influencers within the customer organization; and ask relevant questions to gather information, to evaluate the customer's level of interest, and to identify and respond to areas requiring further information or explanation.
• Sales Opportunities Creation: Develop a personal network within the sales territory and represent the organization at trade shows and other events to identify sales opportunities, promote the organization, and enhance its reputation.
• Sell Customer Propositions: Use personal expertise to identify the complex standard products and/or services offered by the organization that meet the customer's needs, together with quantities and product configurations. Present these to the customer with a clear rationale and at standard commercial terms, referring to senior colleagues where necessary to ask for concessions (e.g., price reduction) that gain the customer's agreement.
• Operational Compliance: Maintain and renew a deep knowledge and understanding of the organization's policies and procedures and of relevant regulatory codes and codes of conduct, and ensure own work adheres to required standards. Or identify, within the team, patterns of noncompliance with the organization's policies and procedures and with relevant regulatory codes and codes of conduct, taking appropriate action to report and resolve these and escalating issues as appropriate.
• Promoting Customer Focus: Collaborate internally and work as the customer champion in cross-functional teams to build strong external customer relationships.
• Customer Relationship Management / Account Management: Develop and implement relationship management plans for complex existing customer accounts to identify and build relationships with relevant decision-makers and influencers within the customer organization and to enable effective two-way flow of information and resolution of issues. Manage ongoing relationships with identified customer segments to ensure their needs are met, providing themes, summary analyses, and recommendations for changes based on customer input.

What you will bring to the team: 

• Bachelor's Degree or Equivalent Level in a Field Related to GHD services. Professional Accreditation preferred.
• General Experience: Minimum 15 years working within Canadian Defence in an area related to GHD services. 
• Managerial Experience: Significant Experience of collaborating, supervising, maneuvering and or directing resources to achieve specific results within limited timeframes 
• Successful experience in forming strong and collaborative relationships with clients and internal team members across a broad geographical reach
• Strong organizational skills with the ability to schedule and manage multiple tasks and meet tight deadlines
• A proactive and responsive communicator, actively responding to requests for insight or information, in a proactive and timely manner backed by excellent written and verbal communication skills across a broader range of audiences and personas
• Shows a high degree of accuracy and meticulous attention to detail to synthesise insights and information that support business decisions
• Ability to work and thrive in a fast-paced, dynamic environment under tight deadlines.
• Highly developed stakeholder engagement skills, recognising empathy and social cues and addressing needs with tact and sensitivity to foster strong rapport
• Skilled at maneuvering through ambiguity or complexity, people-related dynamics and (at times) contradictory information to solve problems
• Encourage others to think differently and enrich their analyses of complex situations, building support for ideas among key decision-makers and stakeholders, to overcome any resistance
• Proficient knowledge of MS office suites and CRM technology (Salesforce)

Note: Experience working with this client is a requirement.

As a diverse and inclusive organization, we encourage individual achievement and recognize the strength of a diverse workforce. GHD is an equal opportunity employer. Upon request, GHD will provide reasonable accommodation for applicants with disabilities throughout the recruitment and selection process.

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