Role Description
The Global Head of Client Delivery is a new senior leadership role created to unify our Client Success and Coaching functions under a single, strategically focused leader. Reporting directly to the CEO, this role is responsible for the seamless end-to-end delivery of Talking Talent’s services — from the moment a client is onboarded to the ongoing coaching excellence that defines our offer. This leader will set and own the delivery vision for the business: building a world-class centre of excellence for coaching, ensuring outstanding client outcomes globally, and creating the operational infrastructure to support Talking Talent’s next phase of growth. They will manage the Heads of Client Success (EMEA and US) and the Directors of Coaching across both markets, acting as the connective tissue between our coaches, our clients, and our business.
Key Responsibilities
Strategic Leadership
* Define and execute an integrated global delivery strategy that spans both Client Success and Coaching, aligned with company objectives and growth targets
* Build scalable processes and practices that enable the business to grow confidently over the next 2 years
* Partner with the Global Head of Product & Solutions to ensure our coaching and client delivery strategy remains coaching-led as we scale
* Establish metrics, KPIs and quality frameworks to measure effectiveness across both functions
* Represent Talking Talent at external client facing events
Client Success & Relationship Management
* Take global ownership of the end-to-end client relationship, managing the US Head of Client Success and the Client Success Directors in the UK
* Serve as a senior sponsor for key strategic accounts
* Oversee the development of client success plans that align with clients’ business objectives
* Lead quarterly business reviews with major clients to ensure satisfaction and identify growth opportunities
* Drive proactive engagement strategies to strengthen client relationships, increase retention and maximise lifetime value
* Coach your Client Success team in effective client management behaviours and practices
Coaching Excellence
* Create and maintain a world-class centre of excellence for coaching, setting the gold standard for coaching practice across the business
* Define the direction and quality of our coaching offer, ensuring coaches operate at their
* Manage the global Coaching across both markets, ensuring the coaching team is engaged, thriving, and delivering best-in-class experiences
* Oversee and monitor coaching team utilisation levels
* Deliver coaching programmes for the most complex and high-profile client accounts
* Monitor standards and trends in digital coaching, executive coaching and behaviour change, feeding insights into the business
* Contribute to thought leadership and innovation across the Talking Talent keystones
* Act as a definitive voice in the market on topics related to coaching
* Collaborate with Product Research & Innovation (PRI) and the Coaching team to ensure seamless programme implementation
* Lead continuous improvement initiatives based on client insights and market trends
* Partner with PRI, Growth, Marketing and Sales to inform product development and goto-market strategies
* Implement robust impact and evaluation strategies to ensure we continually learn how best to serve our clients and coaches
Business Impact & Operations
* Monitor and analyse client health metrics, satisfaction scores and retention rates
* Develop strategies to expand existing client relationships and identify account growth
* Create and maintain Salesforce dashboards for reporting on delivery metrics to the executive leadership team
* Oversee and manage the affiliate network in partnership with the Client Success team
* Partner with the executive management team to drive company growth
* Get involved in sales meetings and manage client relationships where appropriate
Qualifications
* A qualification in coaching, project management or a related field
* 10+ years’ experience in relevant business roles, with 5–7 years in senior leadership managing global teams
* Proven experience managing a substantial client portfolio (30+ clients) and delivering
* A background spanning both client/account management and coaching or talent development
* Exceptional leadership and team development abilities, with experience building and developing high-performing, geographically dispersed teams
* Experience leading a business or function through a significant change event (e.g. M&A, rapid growth, restructure)
* Deep fluency in DEI and coaching methodology, with the ability to bring the Talking Talent service offering and product suite to life
* Experience with client success technologies and CRM platforms (Salesforce)
* Exceptional communication skills and an ability to navigate across all organisational levels, including executive and C-suite stakeholders
* A strong commercial mindset with a history of goal attainment and the ability to persevere when faced with challenges
* A genuine passion for inclusion, equity and the work we do, and a strong interest in DEI industry trends, market dynamics and customer behaviour.
* Experience in a scaling or high-growth professional services environment
* Existing network within the DEI, coaching or talent development space
What we can offer
* Discretionary annual bonus eligibility
* 6 days wellbeing leave (FTE)
* Business closure between Christmas and New Years
* Employee Assistance Programme
* Remote first hybrid working
* The opportunity to experience and contribute to the success of a fast-growing, PE backed organization.
Working at Talking Talent
This is a hybrid role with occasional travel for client meetings and in-person team days. We are open to candidates based in the UK or US.
Talking Talent is an Equal Opportunity Employer. We provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, religion, sex, disability, sexual orientation, age, marital status, maternity and pregnancy and gender reassignment.
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