The Role: Client Ops Manager
Contract: Perm
Salary: Upto £50,000
Location: Remote
Start date: ASAP
The Client Ops Manager heads up the B2B department managing a small client services team. This role provides existing and new clients with exemplary account management supporting and nurturing client relationships and delivering first-class client leadership development programs.
Supported by a small team, this role manages the day-to-day client projects, supports with program design, ensures all logistics are considered, plans any program pre-work, hosts all client meetings, manages the live/digital/hybrid leadership events and plays an active role in helping shape the future of the business with new business pitches and enquiries.
This role also leads and orchestrates the Global team of Learning and Development Digital Specialists and Strategic Partners to deliver high impact leadership experiences to clients all over the world. This involves coordinating with the talent team, licensees and any Strategic Partners in Europe, Asia and the US.
You will be the spider in the net to organise resources, facilitators and more.
Core responsibilities include:
- You will be the central point in the team to ensure the client is being serviced correctly by the right person in the team.
- The Client Ops Manager must have good judgement, excellent critical reasoning and superb organisational skills.
- It is essential that this person is an excellent communicator with first-class account management skills where relationships are at the heart of everything, he or she does.
- Ideally, a natural leader who can perform well under pressure in this face-paced industry.
- To work as a Senior Member of the Oxford Leadership team, often working alongside Founder & Executive Chairman (Brian Bacon) to lead the corporate client-facing services department at Oxford Leadership Group.
- To maintain excellent customer relationships and develop/maintain a detailed knowledge of the client’s needs and drivers, ensuring effective client engagement throughout every leadership program.
- To maintain regular communication (face-to-face, telephone, SMS etc) with corporate clients and their participants to ensure a high level of client satisfaction with enhanced referral rates (NPS).
- To identify new collaboration opportunities when working with clients on leadership programs and intuitively cross-sell aspects of the Oxford Leadership product and services portfolio whenever possible.
- To be the main point of contact for corporate clients on all training matters whether that is financial, legal and/or operational.
- To ensure all clients receive a Client Service Agreement (CSA) once a proposal and its commercials have been agreed and negotiated.
- To send all clients the relevant invoices and expenses (working closely with the Finance Manager) making sure these are PO’d and sent promptly.
- To source, manage and liaise with third party suppliers and agencies.
- To lead the client commercials within client proposals and program budgets (in collaboration with Commercial Director)
- To support during team meetings with the annual B2B targets making sure these are provided on time and on budget.
- To negotiate, manage and administer records of Program contracts with corporate clients (in collaboration with the Head of Operations).
Skills Required:
- L&D skillset is highly valued – previously worked in an L&D environment
- Over 5 years of experience in client services and/or account management
- A strong project management background
- Examples of building and nurturing strong client relationships
- Sales and marketing experience beneficial
- Highly proficient in Microsoft Office, including Word, Excel, PPT and Teams
- Knowledge of Monday.com and Google Drive would be beneficial
- Experience managing a small team