Client Engagement Operations Manager

ZipRecruiter; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Client Engagement Operations Manager to enhance client experience and operational performance. In this pivotal role, you will lead a team to drive client engagement, manage large-scale service transformation projects, and produce insightful reports for senior leadership. Your expertise in managing client interactions and improving service delivery will be crucial in reducing client attrition and enhancing satisfaction. If you thrive in a fast-paced environment and are passionate about delivering exceptional client experiences, this opportunity is perfect for you.

Qualifications

• Strong management skills to drive team performance.
• Excellent communication and attention to detail are essential.

Responsibilities

• Manage core metrics linked to client experience and service implementation.
• Produce reports and dashboards to enhance client engagement.

Skills

Management Skills

Communication Skills

Attention to Detail

Time Management

Ability to Work Under Pressure

Job description

Job Description

Client Engagement Operations Manager
Are you a passionate and innovative individual with strong management skills, the ability to manage a team and drive client engagement? We are looking for an experienced Operations/ Customer Experience Manager to join our client's business and immediately add value by driving their customer engagement and operational performance. Portfolio are proud to be exclusively representing an award-winning, multinational Professional Services client in their search for a Client Engagement Operations Manager. As the Operations Manager you would be a key advocate of everything Client Engagement, improving operational execution and client engagement, as well as confidently managing large scale projects - including service transformation projects, whilst producing reports back to senior leadership teams on client journey and feedback.

Daily Responsibilities:

1. Manage, monitor and review the core metrics linked to client experience from service implementation, service follow up, ongoing client support, queries, client dissatisfaction and cancellation requests to ensure a positive experience for all clients across the service offerings.
2. Identify non-usage and implement effective processes to increase usage.
3. Review client experience proposing and implementing enhancements to improve digital engagement.
4. Monitor and review client dissatisfaction to improve and enhance the service in an efficient way.
5. Produce daily and weekly reports to the Director of Care and Retention.
6. Monitor and review all client experience interactions, ensuring they are dealt with professionally, courteously and in a timely manner with a root cause analysis undertaken.
7. Reduce client attrition and complaints levels, ensuring that all processes take into consideration the client experience and that it is the most efficient way of working.
8. Produce a weekly dashboard, highlighting SLA's adherence both with client experience and service delivery, identifying any underlying operational or engagement challenges.
9. Utilize both automated and manual data to analyze and work with service heads/directors to implement the necessary solutions to improve the client experience and reduce service issues or a lack of engagement in our services.

Minimum Requirements:

1. Strong management and operational skills and the ability to drive a team.
2. Excellent communication skills and a high attention to detail.
3. Ability to prioritize your workload and work under pressure in conjunction with deadlines.
4. Ability to present information accurately and work in a fast-paced environment.
5. Strong time management skills and possess a dynamic, flexible approach as well as the ability to work under pressure.