Head of Client Relationships

Role: Head of Client Relationships

Ford & Stanley Executive Search (Part of the Ford & Stanley Group) are a leading Executive search firm to the UK, North American and European Rail, Defence, Technology & Heavy Manufacturing industries.

Our search directors, search consultants and research teams specialise in all horizontal functions of our clients’ organisations with expertise spanning engineering, commercial, procurement, HR, IT, finance, HSQE, sales, projects, operations and c-suite.

We are trusted by over 100 leading organisations when they seek to make a leadership appointment, be that a permanent appointment or interim solutions.

We have been appointed by our client company on a retained search for a Head of Client Relationships, adept at fostering strong stakeholder relationships and focused on shaping impactful client connections.

Below you will find an ‘candidate opportunity briefing document’ developed from notes taken during the scoping meeting (Situational Discovery) held between the Principal Consultant of Ford & Stanley Executive Search and the Commercial Director of the business in question.

This brief is designed to give candidates a deeper insight into the opportunity inherent within the role, the challenges the role presents, and provide access to the detail that sits behind the job specification.

Client Opportunity Statements:

“We view this role as the “face” of the business and the primary point of contact for both government departments and the owning group, as such it’s of massive importance to us”.

“A strong political antenna is essential. This role isn’t just about managing relationships; it’s about understanding the personalities at play, navigating them effectively, and knowing when to leverage connections to drive outcomes.”

“Think of this as a masterclass in rail operations—you won’t need to be an expert in any single area, but you’ll need to know a little about everything.”

Challenges expected within the first 12 months include:

• We expect the Head of Client Relationships will need to recalibrate how they measure success and become comfortable being uncomfortable. This is due to the role being very reactive and involved in crisis management.
• Developing a strong political antenna will also be crucial, allowing you to navigate varied political personalities and leverage these relationships when needed.
• It is expected that this role will need to know a “little” about everything across the rail operation, it will take time to gain this knowledge.

Key deliverables within the first 12 months include:

• We expect the Head of Client Relationships to maintain the business’s position in the Train Operator league table.
• This role will have fostered close relationships with Department for Transport equivalent employees.
• As a business, our client have a number of KIPs they need to maintain, we expect this role to champion these.

Essential Hard Skills (Skills & Experience)

• Strong knowledge of rail operations, this can be demonstrated with current or past experience.
• Evidence of managing multiple party interests (for example: Ministers, Unions, Directorate, Owning groups).
• Proven line management experience.
• Commercial acumen, proven ability to recognise business opportunities.

Essential Soft Skills (Attributes & Behaviours)

• Relentless and passionate about the industry, challenging cultural norms, and having a ‘solutions, not problems’ mindset. As such, they need to be comfortable managing crisis.
• A versatile individual who can speak on both a boardroom and Political level but also work with internal staff across the business, managing the business’s interest.
• An emotionally intelligent and self-aware individual who can navigate multiple personalities and leverage relationships to influence an outcome.
• Resilience will be essential, ensuring you can adapt, remain steadfast under pressure, and drive forward with confidence despite challenges.
  

Ford & Stanley Interview Process:

• 1^st Stage: Candidate Discovery: An open, conversational and consultative discussion where interested candidates are assessed on their suitability for the role in the context of the above and challenged on how the opportunity lines up with their career aspirations, motivations, financial expectations and personal circumstances.
• 2^nd Stage: The ‘shortlist’: Candidates are asked to reflect on the candidate discovery discussion, take time to reflect on the opportunity and undertake subsequent research on the client business, reporting back on their thoughts, questions and providing additional specific information on their suitability (if applicable). Final checks of role, package and logistical alignments made.

Client Company Interview Process:

• 1^st stage interview conducted remotely via Teams, hosted by the Commercial Director.
• 2^nd stage interview conducted face to face, this will be competency-based and hosted by Commercial Director and Finance Director.
• Potential informal coffee meeting with Managing Director as a final stage.

Good to know:

• The current Head of Client Relationships is moving internally into a newly created position; as such, the company are looking to secure a suitable replacement.
• This role experiences low turnover and is traditionally one that individuals grow into, building stronger and more robust stakeholder relationships.
• This role is the “face” of the business and the primary point of contact for both the Department for Transport, the Business Executive and Owning Group..
• We expect this individual to lead on these key relationships. The company have contractual obligations that the DFT monitor. The Head of Client Relationships will be expected to resolve issues/disputes whilst looking for strategic opportunities to develop the business’s commercial position.
• The business are strengthening their leadership team and have made a number of key hires over the last 18 months.
• Reporting into the Commercial Director, this is a key role for the business and should garner effective relationships with all Exec members, especially key relationships with the Managing and Finance Director.
• The role has 2 direct reports with a further 6 indirect reports.
• The team are highly capable and we expect them to be low maintenance and highly effective.
• This is a fast-paced role, and we expect the incoming Head of Client Relationships to be able to action contractual matters at pace and with confidence.
• Taking the time to learn a “little” about all areas of the business will be essential, driving solutions to matters either identified internally or raised externally by the DFT.
• We expect this role to spin a number of plates and will need to diligently manage 3 key party Interests: those of the hiring company, Owning Group and the DFT.
• The role will be split between reactive problem-solving, handling crisis, but also achieving marginal gains through the identification of commercial opportunities.
• Separate to the core KPIs monitored by the DFT, the business also has 60 business plan commitments that will be managed and owned by this role.
• Internally, this role is viewed as the “answers” role; if people want insight, they tend to turn to this individual.
• We expect the incoming individual to be comfortable asking the “tough” questions of those who are key contributors to DFT KPIs, and work to create solutions.
• There is increased scrutiny and pressure to deliver due to the public nature of train operations, with government stakeholders, media coverage, and susceptibility of the industry to be affected by major incidents.

Budget:

Low: £80,000 / Mid: £85,000 / High: £90,000

Supporting benefits

• Defined Benefit pension – one of the best in the UK, our pension scheme is a defined benefit, shared cost scheme to which both the company and you contribute.
• Free travel on all our trains and those of other train companies within the parent group company – for you, your partner and any dependent children – 75% discount off all other train operators
• 25 days holiday allowance + Bank Holidays Retained Search in partnership with
• Eligible to participate in our private medical insurance – for you, your partner and any dependent children (this is a taxable benefit/P11D reportable)
• 24/7 Virtual GP service – for you, your partner and any dependent children
• All management grade employees are able to take advantage of the Flexible Annual Leave Scheme. This scheme allows Managers some flexibility to alter that entitlement by buying or selling some of their allocation.

Executive Search Delivery Team:

• Billy Jackson – Principal Consultant (Client Recommendations/Advisory, Offer Negotiations, Shortlisting, Headhunting, Networking, Research, Search, Longlisting, Interviews, Data & Market Intel)
• Ralitsa Kuzeva – Executive Assistant (Diary Management, Coordination, Candidate Experience)

About Ford & Stanley Executive Search:

Ford & Stanley Talent Services Group are in the business of people and performance. Our mission is to create one million better workdays through facilitating great recruitment, leadership and occupational mental fitness. We support our clients in their most challenging business areas – recruiting, developing and retaining the best talent from shop floor to boardroom.

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2. Ford & Stanley Recruitment – Business specialising in white collar spanning all company functions with specialist verticals within Digital, Rail Engineering, Civils & Infrastructure, General Manufacturing, Supply Chain & Logistics both permanent and contract.
3. Ford & Stanley Executive Search – Business specialising in Executive Search & Executive Interim Solutions in the UK, North America, Middle East and Europe.
4. Ford & Stanley Genius Performance – Performance is always accelerated when good people are coached, inspired, trained and focused in the right way.

Ford & Stanley Talent Services Group Ltd is a Disability Confident employer that is committed to a policy of equal opportunities for all opportunity seekers. We shall adhere to such a policy at all times and will review on an on-going basis all aspects of recruitment to avoid unlawful or undesirable discrimination. We will treat everyone equally irrespective sex, sexual orientation, gender reassignment, marital or civil partnership status, age, disability, colour, race, nationality, ethnic or national origin, religion or belief or political beliefs and we place an obligation upon all staff to respect and act in accordance with the policy.

Services advertised by Ford & Stanley are that of an employment consultancy business.