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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

Role is managed by:

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