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