Client Services Manager
Permanent
Location: Hybrid - 2 days in the office 3 days remotely Newport Pagnell
Salary: £27,000 - £34,000
Role Purpose
Working within the Employee Programmes team, the Client Services Manager is responsible for the successful delivery of client programmes to a high standard, while maximising revenue and profitability. The role focuses on client satisfaction and retention, as well as identifying opportunities to grow existing accounts.
Key Objectives
* Deliver high-quality client programmes that meet agreed objectives, timelines, and budgets
* Ensure strong client relationships, satisfaction, and long-term retention
* Identify and develop new revenue opportunities within existing client accounts
* Maximise programme profitability through effective project and financial management
Key Responsibilities
* Act as the lead contact for assigned client programmes
* Oversee end-to-end programme delivery, coordinating internal teams and suppliers
* Act as an escalation point for participant and client queries
* Own and deliver programme communication plans
* Manage platform configuration, reporting, and website content
* Ensure accuracy and security of programme and client data
* Produce programme analytics and reports
* Create design briefs and manage creative delivery
* Work with technical teams to manage development requirements
* Lead client meetings and follow-up actions
* Project manage timelines, records, and communications
* Coordinate global resources supporting programmes
* Support financial management including invoicing
* Identify and support account growth opportunities
* Ensure work is scoped, approved, and accurately time recorded
Essential:
* Significant client services experience
* Strong project management capability
* Budget and cost management experience
* Excellent communication and interpersonal skills
* Commercial awareness
* Strong organisational and time management skills
* Experience working with technology platforms and data
Desirable:
* Experience in employee programmes or performance improvement
* Data-driven or technology-enabled environment experience