Head of Client Delivery

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