JOB DESCRIPTION JOB TITLE CLIENT RELATIONSHIP MANAGER OPEN

Job Title:

Client Relationship Manager - Open Programmes

Department/Division/Faculty:

Executive Education, Imperial College Business School

Campus location:

South Kensington

Job Family/Level:

Professional Services, Level 3b

Responsible to:

Director of Open Programmes

Line Management responsibility for:

N/A

Key Working Relationships (internal):

Director of Business Development – Open Programmes, Director of Executive Education, Director of Custom Programmes, Client Relationships Directors & Managers, Head of Corporate Partnerships, Asst Director of Employer Relations, Heads of Departments, Faculty members, Executive Education team including operations, marketing and finance

Key Working Relationships (external):

Executive education clients and their participants, external school stakeholders, visiting Faculty, external Programme Directors, key members of the School’s professional and academic networks, local and international executive education community

Contract type:

Full-time and fixed term - 12-month maternity cover

Purpose of the Post

To acquire new corporate clients and to build effective relationships with current corporate clients from the UK and overseas in order to realise the ambitious targets set for the growth of the Open Enrolment Programme portfolio.

The purpose of the post is to:

• Deliver corporate client acquisition and relationship plans to meet the School’s demanding targets for the recruitment of high calibre executives from corporate clients

• Be the point of contact for corporate clients on all Open Programme matters, whether that be financial, legal and operational.

• Forge relationships with prospective, actual and past participants from corporate clients to ensure excellent customer experience and high referral rates

Key Responsibilities

Business Development and Marketing

• Deliver a strategy developed with the Director of Open Programmes and the Business Development Directors in Executive Education and other College stakeholders to achieve or exceed the agreed target for the acquisition of new corporate clients and their participants

• Assess and identify new opportunities for collaborations with new and existing clients in the development of the Open Enrolment Programme portfolio

• In close collaboration with the Director of Open Programmes, conceptualize and develop/write proposals for new Open Programmes

• Act as the project manager, following up on with contacts and/or clients, working with Director of Business Development Open Programmes, Director of Open Programmes and Programme Directors to develop compelling propositions and ensure all appropriate communications throughout the development process

• Attend events organised by the Executive Education, the School or the College e.g. conferences, keynote lectures, leadership breakfasts

• Write, edit and produce digital and print materials to support business development activities and obtain participant and corporate client recommendations

• Keep up to date with developments in the subjects covered by the Open Programme portfolio

Account Management and Client Relationship Management

• Deliver a strategy, developed with the Director of Open Programmes and the Business Development Directors in Executive Education and other College stakeholders to achieve or exceed the agreed target for the number of open programme participants from current corporate clients

• Build and maintain excellent customer relationships and develop/maintain a detailed knowledge of their needs and drivers, ensuring effective client engagement throughout every programme

• Use Salesforce/Pardot to maintain regular communication (face-to-face, telephone, e-newsletters, direct mail, SMS etc) with corporate clients and their participants to ensure customer satisfaction and enhanced referral rates

• Identify new collaboration opportunities

• Ensure excellent participant and client experience

• Establish strong and effective collaboration with all appropriate stakeholders at the School / College

• Ensure effective and timely communication between all Executive Education team members regarding issues that may affect the customer/account

Planning and Organising

• Maintain an up-to-date CRM record of all corporate client engagement in Salesforce

• Develop and annually review the effectiveness of the Corporate Client Relationship Strategy for the Open Programme portfolio and each programme

• Coordinate internal and joint client annual Account Planning and reviews

• Oversee multiple, simultaneous projects and relationships

Liaison and Influence 

Build and maintain excellent working relationship with:

• Current and prospective corporate clients (see above – Business Development and Account Management sections)

• Faculty and other external providers to Executive Education and develop a detailed knowledge of their areas of expertise and teaching/facilitation capabilities and activities

• Work closely with other members of the Executive Education team and Management

• Implement processes to effectively coordinate and further develop relationships with world class clients and partners

Finance and Resource Management

• Devise and monitor specific budgets ensuring spending is within budget.

• Source, manage and liaise with third party suppliers and agencies.

• Cost client proposals and programme budgets (in collaboration with Director of Open Programmes)

• Support meeting key Executive Education Open targets on time and budget

Contract Negotiation and Management

• Negotiate, manage and administer records of Open Programme contracts with corporate clients (in collaboration with the Head of Operations).

Analysis, Reporting & Documentation

• Update Salesforce to ensure appropriate Executive Education reports reflect the progress against target in regard to the Corporate Client Relationship Management Strategy for the Open portfolio

• Report insight, issues and achievements to the Director of Open Programmes and the Director of Executive Education where appropriate

Customer Service

• Implement processes to ensure all external (client; external stakeholders) and internal (faculty; management) customers’ needs are met

• Ensure compliance of Executive Education’s client accounts and programmes with the appropriate internal and external quality metrics and strategies

• Provide relevant Executive Education-related expert advice and guidance to other school staff and faculty where needed.

The post holder will be required to travel, within the UK and overseas, to participate in business development and client management activities or represent the school at professional events, all usual expenses will be met by the School.  Some of such activities will take place outside normal working hours at evenings and weekends.  

The above constitute the major activities but are not a comprehensive or exclusive list of the duties which, in this particular instance, may evolve as the new Executive Education organization matures. 

The Director of Executive Education may vary the duties from time to time to reflect the Team’s priorities, but which will not change the general character of the job.  The post holder will be expected to undertake any other duties and responsibilities commensurate with the grade of the post. 

The post holder is expected to observe and comply with all College policies and regulations, for example Health and Safety, Data Protection etc. 

Imperial College is committed to equality of opportunity and to eliminating discrimination. All employees are expected to adhere to the principles set out in its Equal Opportunities in Employment Policy, Promoting Race Equality Policy and Disability Policy and all other relevant guidance/practice frameworks. 

Person Specification

Requirements

Candidates/post holders will be expected to demonstrate the following

Essential (E)/

Desirable (D)

• Education

A good undergraduate level degree, or equivalent qualification, in a relevant business discipline.

E

Higher level degree in business

D

Experience

• Significant project management, Business Development and/or account relationship management experience, coordinating internal activities to meet deadlines and delivery expectations of external clients

E

Knowledge

An understanding of the academic environment, preferably gained through previous experience working within a business school

D

An understanding of the business education market in general and the business school market in particular

D

Skills & Abilities

Strong delivery focus in a complex organisation, balancing systematic planning, attention to detail and proactive influencing to develop opportunities

E

Strong Business Development, communication and listening skills to build excellent working relationships with clients, partners, suppliers and colleagues

E

Strategic and analytical mind-set, capable of identifying and solving problems and opportunities

E

Commercial acumen – comfortable in handling financial data and contractual matters

E

• Self-directed – able to work with minimum supervision and manage a number of complex projects in parallel

E

• Proven track record as a team player

E

• Comfortable in communicating with senior stakeholders

E

• Experience of working in an international, multi-cultural environment

D

• Excellent time management skills, especially in prioritisation

E

• Values and Attitudes

• Organised

E

• Ambitious

E

• Open

E

• Curious

E

• Connected

E

• A learner and a teacher

E

• A business builder

E

• Collaborative

E

• Communal

E

• Resilient

E

Please note that job descriptions cannot be exhaustive and the post-holder may be required to undertake other duties, which are broadly in line with the above key responsibilities.

Imperial College is committed to equality of opportunity and to eliminating discrimination. All employees are expected to follow the 7 Imperial Expectations detailed below:

1. Champion a positive approach to change and opportunity

2. Encourage inclusive participation and eliminate discrimination

3. Communicate regularly and effectively within and across teams

4. Consider the thoughts and expectations of others

5. Deliver positive outcomes

6. Develop and grow skills and expertise

7. Work in a planned and managed way

Employees are also required to comply with all College policies and regulations paying special attention to:

They must also undertake specific training and assume responsibility for safety relevant to specific roles, as set out on the College Website Health and Safety Structure and Responsibilities page.