ROLE OVERVIEW Croud is a digital marketing agency with a unique business model, recently named a Sunday Times Best Place to Work 2023. We are looking for a highly motivated and dynamic team player, who is passionate about delivering exceptional stakeholder experience and strives for operational excellence and continuous improvement. The Client Enablement Manager will be crucial to the success of our Global Analytics team, by implementing a robust enablement framework to enhance effectiveness amongst the cross-functional departments within the team. The enablement framework will serve as the blueprint which underpins our team operations, supporting the delivery of high impact results and exceptional stakeholder experience, for both our clients and internal teams. The role will be instrumental in establishing process governance, overseeing the entire client lifecycle and cross-functional delivery from end to end. With a dedicated focus on creating standardised processes, refining internal policies and implementing best practice. They will champion these new initiatives and continually review engagement, success and stakeholder satisfaction, applying improvements where necessary. The successful candidate will be highly organised with excellent project management skills, detail-oriented and experienced in managing cross-functional stakeholders of all levels. Croud operates a hybrid working model with a minimum of 3 days a week based in our Shrewsbury office and the remaining days from home if you wish. RESPONSIBILITIES Client Enablement: Champion the Client Enablement framework across the Global Analytics team, collaborating with internal stakeholders across Croud Group to successfully launch new initiatives to support delivery within the team. Process Ownership: Develop, implement and maintain core processes for the Global Analytics team, ensuring a consistent and standardised approach across all functions. Facilitate new ways of working to drive adoption and integration. Project Management: Support the delivery of both internal and client facing projects across the team, using ClickUp. Keep agreed deliverables on track, identify issues with timelines or resources and escalate where required. Internal Operations: Own the Global Analytics hub on our intranet platform Happeo, to create a centralised resource for all internal stakeholders. Signpost key materials and showcase the team functions, core processes and workflows. Client Operations: Support the operational delivery for clients within the portfolio. Ensure SLAs are met and agreed deliverables are achieved (e.g. inbound requests, client onboarding setup and internal admin, billing process, contract renewals, utilisation reports). Continuous Improvement: Review current approaches, then drive initiatives and lead change management efforts to enhance operational effectiveness. Cross-functional Collaboration: Seamless integration with all key stakeholder groups, from technical delivery teams within Global Analytics through to Client Leadership, marketing channel teams and beyond. PERSON SPECIFICATION 3 years client management and/or team leadership experience within a global services or client delivery function Demonstrable experience of collaborating and coordinating cross-channel, or cross-function in a digital marketing environment Highly organised and methodical, with impeccable attention to detail Strong project management skills - experience with ClickUp, Monday.com or comparable project management tech is essential. Freshdesk and/or Airtable experience would be a bonus Excellent time management and prioritisation skills - comfortable setting and working to deadlines, and delivering against set Service Level Agreements (SLAs) Excellent communication skills, able to lead meetings/calls independently. Can present confidently, or deliver demos and training as required Experience with Google Analytics, Search Ads 360, Display & Video 360, Campaign Manager 360 or other adtech / martech platforms will be beneficial COMPANY BENEFITS Croud offers a clear path to progression for all members of staff. We are committed to offering development opportunities alongside a support system of regular performance reviews. The opportunities are endless Croud offers competitive starting salaries alongside numerous company benefits. 25 days holiday a year Annual performance bonus Sale commission Recruitment referrals bonus Gym membership contributions Ride to Work scheme Rail card Season Ticket loan Free fruit, breakfast cereals, snacks and tea & coffee Free home office chair and screen Enhanced maternity and paternity package Life and income protection Medical cash plan Agile Working Policy LinkedIn Learning and access to Croud Campus (our bespoke learning and development platform) Peer to peer recognition scheme 'bonusly' Team off-sites/regular socialsYear-round holiday parties Day to make a difference Standard hours are from 9.00am to 5.30pm, there's flexibility if agreed in advance with your line managers (it may also be necessary on occasions to work outside of these hours). Croud is an equal opportunity employer and does not discriminate on the grounds of a person's gender, marital status, race, religion, colour, age, disability or sexual orientation. All candidates will be assessed based on merit, qualifications and their ability to perform the requirements of the role.