Program Manager

ADECCO HASSELT INDUSTRIE; Hasselt; Sur place; EUR 42 000 - 65 000; Plein temps

Résumé du poste

ADECCO HASSELT INDUSTRIE is seeking a Program & Client Coordinator to lead day-to-day operations for client programs, coordinate touchpoints, and support account teams. You will drive project implementations, maintain documentation, and ensure timely reporting and reviews, while fostering strong client relationships.

The role emphasizes cross-functional collaboration, continuous process improvement, and adherence to SLAs and KPIs across client programs and invoicing cycles.

Responsabilités

• Act as the day-to-day operational lead for assigned client programs
• Coordinate all client touchpoints (emails, tickets, calls) in a timely and professional manner
• Facilitate collaboration across internal departments and third-party vendors
• Support the account management teams with their daily client management activities where needed
• Coordinate ongoing program deliverables, reports, meeting notes, and documentation of/updating of project procedures
• Participate in weekly client calls and quarterly business reviews
• Take ownership of project implementations from initial planning and client alignment through execution, go-live, and post-implementation optimization
• Maintain clear and structured implementation documentation, process flows, and operational procedures
• Continuously evaluate implemented processes and identify opportunities for further optimization, efficiency improvements, and enhanced client experience
• Ensure operational readiness and successful handover into daily business operations after project completion
• Help developing trusted relationships with client services teams and key client stakeholders
• Monitor program health and ensure SLAs, KPIs, and quality standards are consistently met
• Drive process improvements and identify opportunities for optimization
• Handle escalations from issue identification to resolution
• Assist in preparing client audits and quarterly business reviews
• Prepare internal and external reports (daily, weekly, monthly metrics)
• Support monthly invoicing activities with accuracy and timeliness

Description du poste

Our client is a global marketing services organization specializing in multi-channel B2B & B2C marketing solutions that connect their clients with their customers in powerful ways. Experts in defining, executing, and optimizing the customer journey, they offer end-to-end marketing services including consulting, strategic assessment, data, analytics, digital, social, mobile, print, fulfillment, logistics and contact center solutions.

Key Responsibilities:

Program & Client Coordination

• Act as the day-to-day operational lead for assigned client programs
• Coordinate all client touchpoints (emails, tickets, calls) in a timely and professional manner
• Facilitate collaboration across internal departments and third-party vendors
• Support the account management teams with their daily client management activities where needed
• Coordinate ongoing program deliverables, reports, meeting notes, and documentation of/updating of project procedures
• Participate in weekly client calls and quarterly business reviews

Project Implementation

• Take ownership of project implementations from initial planning and client alignment through execution, go-live, and post-implementation optimization
• Maintain clear and structured implementation documentation, process flows, and operational procedures
• Continuously evaluate implemented processes and identify opportunities for further optimization, efficiency improvements, and enhanced client experience
• Ensure operational readiness and successful handover into daily business operations after project completion

Client Relationship & Quality Coordination

• Help developing trusted relationships with client services teams and key client stakeholders
• Monitor program health and ensure SLAs, KPIs, and quality standards are consistently met
• Drive process improvements and identify opportunities for optimization
• Handle escalations from issue identification to resolution
• Assist in preparing client audits and quarterly business reviews

Reporting & Financial Coordination

• Prepare internal and external reports (daily, weekly, monthly metrics)
• Support monthly invoicing activities with accuracy and timeliness