Contract Performance Manager

ZipRecruiter; Greater London; On-site; GBP 45,000 - 85,000; Full time

Job summary

An established industry player is seeking a dynamic leader to drive operational excellence and customer satisfaction. This role involves strategic oversight of cross-functional teams to ensure compliance with contractual obligations while enhancing service delivery. You will be responsible for developing performance monitoring systems, analyzing data trends, and fostering strong customer relationships. The ideal candidate will champion a culture of collaboration and accountability, ensuring that operational goals align with customer expectations. If you are passionate about leading teams and driving continuous improvement, this is the opportunity for you.

Qualifications

• Proven experience in strategic leadership and cross-functional team management.
• Strong analytical skills for data interpretation and performance improvement.

Responsibilities

• Lead performance monitoring and ensure compliance with SLAs and KPIs.
• Drive customer satisfaction through effective key account management.

Skills

Strategic Leadership

Performance Monitoring

Data Analysis

Customer Relationship Management

Team Leadership

Education

Bachelor's Degree in Business Management

Master's Degree in a Relevant Field

Tools

Performance Monitoring Tools

Data Analysis Software

Job description

Job Description

Main Purpose of the Job:

• Provide strategic leadership across cross-functional teams to ensure delivery of high-performance outcomes, contract compliance, and continuous improvement.
• Serve as the senior interface between customers, operational teams, and internal departments, ensuring full alignment with contractual obligations and company objectives.
• Lead the development and execution of recovery plans, innovation initiatives, and service enhancements to drive operational efficiency, profitability, and customer satisfaction.
• Champion a culture of collaboration, accountability, and excellence—bridging departments to deliver seamless, customer-centric service and sustained business success.

Main Duties and Responsibilities:

• Develop and maintain efficient systems and tools for monitoring performance against contractual SLAs and KPIs, enabling trend analysis and early identification of non-compliance.
• Collect, analyze, and interpret cross-functional performance data to assess contract delivery, flag risks, identify improvement areas, and uncover opportunities to enhance value.
• Drive the use of daily operating controls across internal teams and with customers to ensure risks are mitigated and corrective actions are initiated where SLA or budget shortfalls are present or anticipated.
• Present regular performance reports and SLA trend analyses to customers, recommending and leading performance improvement initiatives.
• Implement and manage the contractual SLA framework with a focus on minimizing service credits and maximizing compliance.
• Participate in customer performance review meetings, managing action plans and escalating issues to senior leadership teams as required.
• Build and maintain strong customer relationships through effective key account management, ensuring consistent delivery that meets or exceeds expectations.
• Communicate regularly with colleagues to share business performance updates, operational insights, and escalate issues to relevant departments including Senior Management and HR.
• Identify and escalate commercial opportunities for revenue growth, upselling, and new business development to the Commercial Team.
• Ensure swift and effective resolution of customer complaints, escalating unresolved issues to leadership and maintaining a high standard of customer service at all times.
• Lead communication and coordination efforts during seasonal readiness and peak operational periods, ensuring all commitments and financial implications are tracked and met.
• Produce and disseminate operational highlights, case studies, and success stories that showcase TMS/TCR expertise, both internally and with external stakeholders.
• Collaborate with customers to continuously enhance Joint Operational Procedures, documenting all contractual processes and service expectations.
• Lead, coach, and motivate teams, sharing knowledge and delivering training to embed best practices while proactively addressing performance or interpersonal challenges.
• Oversee and support the delivery of strategic business initiatives, ensuring alignment with company goals and customer expectations.
• Carry out any other reasonable duties as requested by the Senior Management Team.

Outcome, Results and Key Performance Indicators:

• Effective contract performance framework with links to process improvements via data trends, process reviews, technology, innovation or operational collaborations to achieve and continuously improve contractual SLA’s and KPI’s
• Improved business performance trends
• All required reports issued and delivered as per agreement with the customer or operations
• All presentations are prepared and issued ahead/prior to the meetings
• All actions from daily and weekly meetings progressed to closure
• Customer complaints resolution
• Financial performance at or above planned targets
• Introduction and delivery of savings to budget, revenue growth and sales opportunities
• Joint Operations Manual issued and regularly revised to ensure processes and procedures in place and are aligned to operational & contractual requirement
• Delivery and communication of seasonal readiness plans with wash-up meetings [post-event] to capture feedback and any lessons learned
• Positive feedback and results from Customer Satisfaction Surveys
• Regular TMS/TCR operational or equipment related showcase studies or promotional stories

Closing date: 03rd May 2025