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Client Program Manager

Description

Recruit, performance manage, lead, develop and coach a high performing team to maximise engagement with high employee engagement.
Ensure succession plans are in place to provide a competent and stable department.
Set and monitor team KPIs and individual behavioural objectives. Conduct regular 121 and team meetings to understand and develop team capacity.
Support the induction of new starters into the business ensuring they have the skills and training needed to succeed
Utilise the minimum standards framework to drive consistent, high quality delivery, retaining client revenue and delivering continual development and staff retention in CM population. Conduct regular audits to ensure adherence.
Fully understand the client’s business and proactively work with the sales team to identify and implement best practice workflows including automation opportunities.
Lead the team to effectively deliver exceptional service; retaining and grow revenue from existing and new clients.
Support team with day-to-day delivery of projects/bookings in line with customer requirements.
Manage and prioritise day to day workloads according to ‘live’ client and business demand.
Provide effective resolution to client feedback and the successful implementation of preventative measures.
Work with Business Support to produce and interpret MI data for internal or client facing purposes.
Take interest in latest industry specific technology and tools.
Takes responsibility for keeping knowledge up to date

Responsibilities

Staff management and team development (1 year minimum).
Client and stakeholder management
Revenue forecasting, managing budgets and delivering into operational costs.
Implementation of large and/or complex clients and driving efficiencies to deliver profit margins.
Performance Management, coaching and mentoring skills
Delivery against KPIs
Strong analytical and problem-solving skills.
Cross-selling and up-selling skills
Time management and prioritisation skills.
Experience of a fast paced, environment, working to tight deadlines
Project/Account Management background.
Industry specific experience.

Hard Skills

Opportunity analysis
Client management
Budgeting and Forecasting
Team management
Team building
Team restructuring
Resource allocation
Performance reviews
Best practice development
Timelines
Deliverable management
Scheduling

Soft Skills

thebigword

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Main info
Language English
Experience level Mid Level
Job type Full Time
Salary negotiable
CountryUnited Kingdom

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We offer

This role will be predominantly working from home however in the future there will be a requirement to attend the Leeds office on an ad-hoc basis for meetings, training etc.

Client Program Manager

Description

Recruit, performance manage, lead, develop and coach a high performing team to maximise engagement with high employee engagement.

Ensure succession plans are in place to provide a competent and stable department.

Set and monitor team KPIs and individual behavioural objectives. Conduct regular 121 and team meetings to understand and develop team capacity.

Support the induction of new starters into the business ensuring they have the skills and training needed to succeed

Utilise the minimum standards framework to drive consistent, high quality delivery, retaining client revenue and delivering continual development and staff retention in CM population. Conduct regular audits to ensure adherence.

Fully understand the client’s business and proactively work with the sales team to identify and implement best practice workflows including automation opportunities.

Lead the team to effectively deliver exceptional service; retaining and grow revenue from existing and new clients.

Support team with day-to-day delivery of projects/bookings in line with customer requirements.

Manage and prioritise day to day workloads according to ‘live’ client and business demand.

Provide effective resolution to client feedback and the successful implementation of preventative measures.

Work with Business Support to produce and interpret MI data for internal or client facing purposes.

Take interest in latest industry specific technology and tools.

Takes responsibility for keeping knowledge up to date

Responsibilities

Staff management and team development (1 year minimum).

Client and stakeholder management

Revenue forecasting, managing budgets and delivering into operational costs.

Implementation of large and/or complex clients and driving efficiencies to deliver profit margins.

Performance Management, coaching and mentoring skills

Delivery against KPIs

Strong analytical and problem-solving skills.

Cross-selling and up-selling skills

Time management and prioritisation skills.

Experience of a fast paced, environment, working to tight deadlines

Project/Account Management background.

Industry specific experience.

Hard Skills

Soft Skills

We offer

This role will be predominantly working from home however in the future there will be a requirement to attend the Leeds office on an ad-hoc basis for meetings, training etc.