Head of Client Delivery

Recruiter
EMR
Location
England,London
Salary
Negotiable
Posted
09 May 2018
Closes
06 Jun 2018
Ref
1630215
Contact
Elissa Benjamin
Job Discipline
Account Management
Experience Level
Manager
Sectors
Entertainment
Contract Type
Permanent
Hours
Full Time
UK's leading Education Technology company are looking for Head of Client Delivery. They help individuals and organisations grow with online education.



Our Client Delivery team is a key enabler in ensuring the effective delivery of our face to face, online and blended programmes. The team provides all clients with a seamless delivery experience, ensuring effective project management, and providing a single point of contact for our clients, freelance facilitators and designers, and internal stakeholders.

Responsibilities:

* Lead the team in the successful delivery of face to face workshops and online programmes, ensuring an outstanding level of client service
* Set an example in providing an exemplary level of service to clients
* Programme management for large client accounts and where required taking lead delivery role
* Manage clients alongside Client Programme Executives to ensure appropriate levels of service, training and upskill are provided
* Provide point of escalation where required for clients
* Management of team of Senior Client Programme Managers, Programme Managers and Executives
* Manage work and resource allocation across the team
* Running weekly 121s and quarterly reviews, and conducting any other meetings required for a happy and high performing team
* Produce and maintain standard documents and processes, to ensure standardised level of service from team to both internal and external stakeholders
* Continuous process improvement and reinforcement throughout the team
* Setting and working to team KPIs
* Ensure KPIs achieved on a weekly basis, including NPS and feedback targets, and profitability levels are maintained
* Providing KPI reporting on a weekly, monthly and quarterly basis
* Build and manage strong relationships with internal stakeholders, ensuring clear communication of timelines and deadlines, and provide any other information as required
* Build effective relationships with freelance trainers and designers
* Manage resource levels of trainers and designers, leading the recruitment of new resource as required
* Management of LMS, including effective data and reporting
* Oversee client reporting to ensure appropriate reports are provided to all clients to agreed timelines
* Other duties as required to achieve the above role purpose

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