Job Title: Client Services & Project Delivery Manager
Job Overview
We are a bespoke electronic security provider working predominantly in central London and are looking for a dynamic and commercially strong operator with an entrepreneurial spirit. You must have an enquiring mind and a huge amount of common sense to fit into our family run business.
As a Client Services & Project Delivery Manager, you will be responsible for overseeing and managing all aspects of client relationships, ensuring satisfaction, retention, and growth. You will act as one of the main points of contact between the company and its clients, advocating for client needs within the organization and ensuring that client expectations are met or exceeded.
Client Services responsibilities:
1. Client Relationship Management:
- Develop and maintain strong, long-lasting relationships with clients.
- Act as one of the primary points of contact for client inquiries, requests, and escalations.
- Understand clients' needs and objectives and communicate them effectively to internal teams.
- Regularly check in with clients to assess satisfaction and identify opportunities for improvement.
2. Client Communication:
- Communicate proactively with clients to provide updates on projects, address concerns, and gather feedback.
- Serve as a liaison between clients and internal teams, ensuring clear and effective communication on both sides.
- Prepare and deliver regular reports and presentations to clients on project status, performance metrics, and strategic recommendations.
3. Service Delivery and Support
- Work closely with internal teams to ensure that services are delivered on time and meet the client's expectations.
- Act as the primary point of contact for clients, addressing and resolving any issues or concerns promptly and effectively.
- Regularly evaluate the quality of services provided and implement improvements as needed.
4. Team Leadership and Collaboration
- Manage and mentor the client services team, providing guidance, training, and support to ensure high performance.
- Collaborate with other departments such as sales, marketing, and operations to ensure a cohesive approach to client service.
- Establish and promote best practices within the client services team to ensure consistent and high-quality service delivery.
Project Delivery responsibilities:
1. Project Initiation
- Clearly outline the goals, scope, and deliverables of the project in collaboration with stakeholders.
- Create a project charter that formally authorizes the project and outlines the key aspects, including stakeholders, objectives, and constraints.
- Identify all stakeholders and determine their needs, expectations, and influence on the project.
2. Project Planning
- Develop a comprehensive project plan that includes the project scope, timeline, resources, budget, risk management, and communication strategies.
- Determine the resources required for the project, including personnel, equipment, and materials, and allocate them effectively.
- Establish key milestones and deadlines to track progress and ensure timely completion of the project.
3. Project Execution
- Lead and coordinate the efforts of cross-functional teams to execute the project plan effectively.
- Ensure that resources are utilized efficiently and that the project remains within budget.
- Use project management tools and methodologies to monitor progress, manage changes, and ensure project objectives are met.
4. Project Monitoring and Control
- Track Project Progress: Continuously monitor the project's progress against the plan, identifying any deviations or potential issues.
- Manage Risks: Proactively identify and mitigate risks that could impact the project's success, implementing contingency plans as needed.
- Quality Control: Ensure that all project deliverables meet the required quality standards and are completed to the satisfaction of stakeholders.
5. Project Communication
- Maintain regular communication with stakeholders, providing updates on project status, risks, and changes.
- Facilitate effective communication within the project team, ensuring everyone is informed and aligned with the project goals.
- Maintain accurate and up-to-date project documentation, including reports, meeting minutes, and progress updates.
Qualifications:
- Must have at least 5 years' experience in a similar role
- Proven experience in client services, account management, or a related role.
- Excellent communication and interpersonal skills.
- Strong project management skills, with the ability to multitask and prioritize.
- Analytical mindset with the ability to interpret data and make strategic recommendations.
- Knowledge of the industry or market served by the company would be an advantage.
- Proficiency in CRM software and Microsoft Office Suite.
Skills:
- Exceptional customer service skills.
- Strong negotiation and conflict resolution abilities.
- Detail-oriented with excellent organizational skills.
- Ability to work independently and collaboratively in a team environment.
- Adaptability and flexibility to navigate changing client needs and priorities.
- Leadership qualities with the ability to inspire and motivate team members.