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
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