Client Experience Manager

6 months ago

Johannesburg, South Africa Edge Growth Full time

**Job purpose**:
The Client Experience Manager (Partner) is responsible for creating a great experience for all Edge Solutions clients (programme sponsors) by improving programme delivery processes, building a standard programme delivery toolkit and coaching Program Managers on the effective execution of programme delivery processes and use of the program delivery toolkit.

Key activities include:

- Program delivery process improvement (improvement of as-is process)/ development and documentation of revised, improved program delivery process.
- Building of program delivery toolkit (including templates/ artefacts) and storage of the toolkit in a manner that is easily accessible to Program Managers and others.
- Coaching of Program Managers on execution of program delivery processes and use of program delivery toolkit.
- Continuous improvement of program delivery process and toolkit.

**Core Activities**:
**Client Experience Strategy and Business Operations**
- Develop, implement and manage the strategy to improve the overall experience for our clients (program sponsors).
- Align the client experience improvement strategy with the company's overall business strategy.
- Define KPIs for the client experience improvement programme.
- Improve the way we do programme delivery across the board (drive programme delivery improvement and efficiencies).
- Evaluate and optimize the processes that influence client experience for efficiency and effectiveness.
- Lead initiatives to systematise the programme delivery process end to end.
- Build toolkits and artefacts that would enable a systematic approach to programme delivery.

**Coaching and Training**:

- Develop and implement training on the improved programme delivery approach for Program Managers.
- Provide ongoing support and coaching for programme management team in using the tools and artefacts designed for more effective and efficient programme delivery.
- Design an onboarding program for new Program Managers to ensure they can properly make use of all tools and artefacts designed for improved client experience.

**Client Delivery Measurement and Evaluation**:

- Track and analyze key performance indicators (KPIs) and metrics related to programme delivery experience for clients (programme sponsors).
- Prepare and present reports related to client experience to the Head of Client Delivery and other stakeholders.
- Identifying trends and patterns in data to provide input to the Product and Client Delivery teams.
- Monitor performance of all our programmes and identify areas for improvement.
- Implement improvements to processes that influence client experience to ensure client retention and improved satisfaction levels.

**Stakeholder and Change Management**:

- Develop, implement and manage strong relationships with all relevant stakeholders with a focus on Program Managers within the Solutions BU.
- Maintain regular communication and update relevant key stakeholders to secure their support and buy in on changes to key operational processes.
- Ensure inputs and comments of all relevant key stakeholders are incorporated into the development and enhancement of client experience (Partner) operational processes.
- Lead collaboration with internal stakeholders to improve operational processes related to client experience for Partners.
- Drive the required Change Management within the BU to ensure the improvements and innovations to client experience are successfully landed.

**Continuous Improvement**:

- Evaluate current processes to identify areas for improvement and efficiency.
- Design and implement new processes and systems to streamline operations.
- Communicate with stakeholders to ensure alignment and buy-in for process changes.
- Monitor and measure the effectiveness of new processes and make adjustments as needed.
- Conduct continuous research and identify best practice approaches and implement learnings to ensure alignment to market best.

**Qualifications**:

- Degree in Business Management, Engineering, or any other related qualification.
- Project Management Professional and Certified Customer Experience Professional certifications would be an added advantage.

**Experience**:

- 6 to 8 years experience in Client Experience Management or Customer Journey Management or Program Management Office (PMO), preferably in a management consulting environment.
- Experience building project/program delivery tools and artefacts.

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