Client Growth & Integration Lead

DISCOVER YOUR POTENTIAL. BUILD YOUR CAREER. JOIN US AT AAB.

AAB is a leading professional services firm operating across the UK, Ireland, and the USA. We specialise in the mid-market, supporting individuals, family businesses, and organisations with a full suite of services including audit, tax, corporate finance, payroll, people consultancy, and wealth management. With 1,000+ team members, we deliver expert support to clients all over the world. 

EVERYONE HAS THE AABILITY TO SUCCEED- WE’LL HELP YOU GET THERE.

Our people are at the heart of everything we do. We succeed together as one team, building strong client relationships through passion, empathy, and straightforward advice. That’s what makes AAB different. We invest in brilliant talent across every area of the business, offering tailored training, professional qualifications, and continuous support to help you grow.

Your growth matters to us. We’ll give you the tools, encouragement, and opportunities to lead, learn, and make an impact. Guided by our six core values, we foster a culture where collaboration, trust, and enthusiasm thrive.


AABSOLUTELY DEDICATED TO HELPING YOU ACHIEVE YOUR GOALS



At AAB, your career is what you make it. We are here to help you turn ambition into action, whether that’s becoming a technical expert, a future leader, or someone who simply makes a difference every day. If you're ready to be part of a team that’s united by purpose and driven by values, we’d love to hear from you.

ESG COMMITMENT

We take our responsibility seriously. From reducing our environmental impact, to supporting education through training and talent programmes, to giving back to our local communities with our charitable initiative ABBIE- ESG is part of who we are.

ROLE PURPOSE

Help the firm keep and grow its clients. Make sure our client care plans happen the same way in every Region and Business Unit, from key accounts and cross-selling to client feedback and integration of acquisitions.

THE IMPACT 

· Better-managed relationships with our clients

· More work won from existing clients

· Faster action when clients are unhappy or at risk of leaving

· A smooth transition into AAB for clients of businesses we acquire

Key Responsibilities
This role sets the standards, runs the reviews and coaches teams. 

· Roll out and ensure the adoption and governance of key account management framework across our Regions

· Assist in developing and presenting insight and recommendations to Heads of Regions, Group Head of Region and Business Unit Heads.

· Track take-up, fix blockers and keep improving the approach.

Cross-sell and responsible client growth
· Help to build a culture where we go Above And Beyond for our clients, thereby resulting in enhanced client fees and supporting our clients with a broader range of services.

· Assist in fostering a mindset where opportunities get to the right expert (eg the Specialist Partner Pool).

· Use client data to find themes and trends that we can promote across our business to broaden relationships.

· Work with Sales Enablement, Marketing and Business Units so effort isn't duplicated and everyone knows who owns what.

Client listening, recovery and retention
· Build and maintain a year round client feedback framework (to be used in addition to the NPS annual survey).

· Oversee the project management of follow-up with unhappy clients and make sure concerns are resolved.

· Help the business to learn from lost clients and lost bids, and act on the lessons.

· Work with client intelligence and AI to spot trends and at-risk clients early.

Client experience in business integration
· Alongside the Head of Client Experience, design the roadmap for client care integration, with clear hand-offs to Regions and Business Units + internal teams.

· Lead the client side of acquisition integrations, raising risks and decision points early, to ensure we uphold client care standards during the transition. 

Measures of impact
· Take-up of key account management and actions completed

· Cross-sell pipeline, win rate and revenue

· How quickly we act on feedback and unhappy clients

· Client retention and actions closed on lost clients

· Integration milestones met and quality of client hand-offs

· Partner and regional attendance at reviews

Note: targets and definitions will be agreed within Client Experience.

Person Specification

Essential experience and capability
· Senior experience in client growth, client experience, key account management or business development.

· Has led firm-wide programmes in a complex, Partner-led business.

· Can influence senior leaders without direct authority.

· Hands-on knowledge of account planning, cross-selling, client feedback and retention.

· Turns strategy into clear routines and actions.

· Uses client data confidently to set priorities and measure results.

· Communicates clearly, runs good sessions and challenges constructively.

Desirable experience
· Background in professional services or a partnership.

· Experience of mergers, acquisitions or post-deal integration.

· Use of CRM, client reporting or business intelligence tools.

· Has designed training or adoption programmes for Partners.

Working Style
· Puts clients first and understands the commercial picture.

· Focuses on getting things done, not on process.

· Works well with others and owns their results.

· Brings order to unclear situations and keeps messages simple.

· Uses evidence, tests ideas and keeps improving.

ROLE OUTCOME
Clients stay with us and grow with us, because ownership is clear, Partners use the approach and integrations run smoothly.