Client Relations Executive
Name: Nikita Kersten
Career stage: Mid-level - 5-10 years' experience
Working: Office
High School Subjects: PDHPE, Advanced English, Business Studies, Food Tech, Legal Studies, Modern History & Geography
Favourite: Loved Business Studies! I found that this subject was really diverse in the way it incorporated different fields such as Marketing, Management, Business Communication, Finance, Operations & more. I didnt know it then, but the education from this subject helped with my success today.
Further study: TAFE
where and what: St Patrick's Institute of Education - Diploma of Business Administration (BSB50407), TAFE NSW Diploma of Management, Business Services (Management) BSB51107, TAFE NSW Certificate IV in Hospitality Supervision with Distinction (THH42602), Diploma of HR Management (In progress)
"Imagine you're really good at making friends and understanding what they like. Being a Client Relations Executive is a bit like that, but instead of friends, you're helping a company make and keep friends with other companies or people/consultants they work with"
THE INSIDE SCOOP…
What does a Client Relations Executive actually do? A Client Relations Executive role is all about understanding the key stakeholder needs, commercial drivers, and strategic motives behind each client and their projects, and working with your team to deliver accordingly. So to explain this further, imagine you're really good at making friends and understanding what they like. Being a Client Relations Executive is a bit like that, but instead of friends, you're helping a company make and keep friends with other companies or people/consultants they work with.
Your primary responsibility involves ensuring overall satisfaction. By engaging with other companies or individuals (clients), you determine their requirements and needs from your company. If any issues arise, you play a crucial role in resolving and addressing them. Additionally, you convey client feedback to your company, enabling them to enhance their performance and elevate overall satisfaction levels. In the bigger picture, this job is important because happy clients mean the company does well. When a company has good relationships with its clients, it's more likely to succeed and grow. So, this role fits into the broader industry by making sure everyone is getting along and helping the company be successful. It's like being the friendly glue that keeps everything working smoothly!
What does a day in your life at work look like? The best thing about this role is - every day is different!
Let's dive into a busy & fun-filled day in the life of a Client Relations Executive.
8:30 AM: You kick off the day by going through your emails and checking your calendar. Today involves a mixture of virtual, in-person meetings, a B2B & an evening networking event.
9:00 AM: The morning starts with a weekly virtual meeting with the National Marketing & Business Development Team, discussing upcoming client engagement strategies, events, & more.
10:00 AM: Use this office time wisely, ticking off items on your to-do list such as; event planning, meeting follow-ups, scheduling future meetings, marketing, social media scheduling, strategic planning, research, reporting, etc.
12:30 PM: Lunchtime! You have organised a lunch with a diverse group of industry colleagues. You share intel on upcoming projects, discuss active key players in the market & facilitate relevant introductions where possible. Networking is a crucial part of your role, and these casual interactions often lead to valuable information.
2:00 PM: Back in the office, you have a meeting with a client who recently expressed some project delivery concerns. You address their worries and propose solutions to strengthen the partnership. You may include the delivery team in this meeting to ensure an effective approach.
4:00 PM: An afternoon B2B (Business To Business) has been set up with a consultancy firm you are eager to get to know & establish a relationship with. Generally, it includes a group of key delivery & decision-makers in attendance. During these presentations you would generally educate each other on your experience, and service offering, allowing a thorough exploration of potential synergies and a greater understanding of how both parties can contribute to each other's success & future collaboration opportunities.
6:00 PM: As the workday winds down, you send out follow-up emails from today's meetings, summarising key points and action items. You make a to-do list for the next day, ensuring you're well-prepared for another day of fostering positive client relationships.
7:00 PM: You attend an industry networking event. These events provide an opportunity to connect with potential clients, strengthen existing relationships, and stay updated on industry trends.
What's the best part of your job? Who would have imagined that simply being a friendly and personable individual could evolve into a fulfilling career path? It's incredible to think that the qualities we naturally appreciate in friendships, like being approachable, understanding, and a good communicator, can translate into a valuable role in the professional world. The beauty of a role like a Client Relations Executive is that it doesn't necessarily require a high level of technical expertise. Instead, it heavily relies on those interpersonal skills that can indeed be quite rare and valuable. When you possess the ability to connect with people, it's like having a unique superpower in the professional world. You become the go-to person for building relationships, resolving issues, and ensuring positive experiences. It's a reminder that everyone brings something special to the table!
What made you realise construction could be for you? I hadn't initially planned on pursuing a career in the construction industry, but I'm thrilled with how things have worked out. Over ten years ago I was following in my mother's footsteps, striving to be a superstar in Hospitality Management. After dedicating many evenings and weekends, putting in long hours, I eventually had a spontaneous realisation that I didn't envision doing this for the rest of my life. I began to contemplate the possibility of something more fulfilling. That led me to reassess my aspirations, prompting a decision to return to "school" and enroll in the Diploma of Management program at St Patrick's Business College in Sydney CBD. As one of the top graduates, an Architecture firm in Glebe interviewed me for a Business Services position, marking the commencement of my career in the construction industry.
Do you have any advice for young women picking a career? Be kind to yourself if you're unsure about your career path—I'm still figuring it out myself! Embrace risks and don't be afraid to step backward occasionally; sometimes, that's how you make the biggest leaps forward. Have faith in your capabilities. Be confident in what you can achieve. Say "yes" to opportunities that present themselves. You never know where those opportunities might take you in the future. If I had to offer advice, I would encourage others to seek out a supportive employer, that prioritises the well-being of its workforce, especially during significant life events like starting a family.
What would you tell your high school self about working in construction? Construction isn't just about hard hats and hammers. There are so many diverse roles within the industry – from Project Management to Business Development, Engineering & Design. Explore your interests, don't underestimate the variety and excitement that working in construction can bring.
Tell us about your journey starting a family whilst working in construction. Starting a family is a big, transformative journey, filled with incredible moments and also challenges. A supportive employer plays a crucial role in making this journey smoother & I am grateful to be part of a company that exceeds industry standards in providing parental leave support. The financial assistance offered during parental leave by my employer is particularly noteworthy, as it significantly lightens the financial load during this important time. Additionally, the flexibility in working arrangements, such as adjusting schedules or allowing remote work, demonstrates a deep understanding and appreciation for the diverse needs of employees as they navigate parenthood. If I had to offer advice, I would encourage others to seek out a supportive employer, that prioritises the well-being of its workforce, especially during significant life events like starting a family.
Nikita is open to engaging further via: Speaking at a high school, Mentoring a student.
If you'd like to enquire more, please fill out the form below with the subject name: "Nikita Kersten" and we'll pass your message on.
