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Client Operations Programme Lead

The Purely Recruitment Company





Posted: 12/05/2022

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Who will I be working for?
Our client is a unique, fantastic business operating in an interesting and rewarding field.
What will I be doing?
Main duties and responsibilities:
Client Onboarding and Client Experience Optimisation
* Onboarding new clients
* Consult with client on programme outcomes, mid-journey expectations – details like timing, milestones, etc alongside the Client Director and operational team.
* Sharing a programme plan with the client to demonstrate key milestones, ownership, key success metrics for programme and client success.
* Provide support to the Business Development/ Client Relationship team and Head of Client Operations to ensure a smooth transition and alignment of all thing’s customer related.
Relationship Management
* Delivering exceptional service and support to external stakeholders.
* Managing a portfolio of client accounts from a service delivery perspective and overseeing the delivery of clients within your practice area, providing insights, and getting to know the clients.
* With strong analytical and PowerPoint skills, be responsible for supporting the creation of client facing materials for regular service review meetings and proposals that evaluate current coaching programme and future opportunities within their (and their teams) client portfolios.
Programme Co-ordination and Process Excellence
* Diary management of a lead coach, shared programme calendar for portfolio of clients.
* Driving the booking of all group coaching programmes.
* Liaising with the Client’s assigned personnel/ Coachee PAs regarding room bookings, equipment needed and logistics etc.
* Responsible for managing and processing all new coaching referrals from their client portfolio.
* Keeping CRM database up to date in line with key processes, from coachee referral through to programme completion and archive.
* Ensuring all coachee information is up to date and assigned to the correct account.
* Maintaining regular contact with coaches and coachees to schedule, track attendance, deliver and feedback on all 121 coaching programmes.
* Set up and provide basic trouble shooting support for webinars using company selected video conferencing platform.
* Providing administrative support for our network of Associate Consultants.
Projects and Reporting
* Produce relevant reports as required for coaches and internal meetings which may include:
* Programme/ Project Implementation.
* Mid-point and end of programme “Reviews”.
* Client and coaching activity.
* Attendance tracking.
* Relevant MI gathered from coaches and Associates.
* Client and Coachee feedback.
* Participate and support ad hoc product, company-wide projects and reporting.
What skills and experience are required?
* Preferably Prince 2 or CAPM qualified.
* Superb process, administration, and confident client interfacing skills.
* Excellent written skills to assist in document preparation and e-mail communications.
* Be a self-motivated individual and a real team player with empathy and drive to succeed to deliver a great client experience.
* Excellent time management, administration, and organisational skills.
* Excellent MS skills particularly Outlook (diary management), MS PowerPoint, Excel and Word.
What else do I need to know?
This is a permanent, full-time position.
We really hope this great role appeals to you and you decide to apply! We love hearing from you and really appreciate every single application that we receive. We wish we could respond to your CV personally but due to the high number of responses we receive this just isn't possible.
No terminology in this advert is intended to discriminate on the grounds of a person’s gender, marital status, race, religion, colour, age, disability or sexual orientation. Every candidate will be assessed only in accordance with their merits, qualifications and abilities to perform the duties of the job. Your data will be treated respectfully and in line with GDPR regulations. Our privacy policy is available on our website

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