Client Relationship and Program Coordinator

3 weeks ago

Wokingham, Wokingham, United Kingdom Bracknell Personnel Services Full time
Client Relationship and Program Coordinator

Position Overview:
As a pivotal member of the Program Management team, you will oversee the management of client accounts, ensuring that all contractual obligations are fulfilled and that program expectations and key performance indicators (KPIs) are consistently met or surpassed.


Key Responsibilities:
Act as the primary liaison between clients and internal support teams, fostering robust and enduring relationships across all organizational levels.


Oversee the lifecycle of Repair Orders, from initiation by the client to closure, which includes:

  • AWB Tracking
  • Status Reporting
  • Quote Processing
  • Query Resolution
  • Supplier Management


Ensure the effective delivery of services from internal departments such as Technical Services, Sourcing, Management Information Systems, and Finance, responding promptly and efficiently to client needs.

Prepare and present Client Performance Reports, representing the organization during Client Program Reviews.

Assist the Sales and Business Development teams in the rollout of new client programs.

Additional Duties:
Support new sales initiatives, which may include:

  • Conducting market data surveys for prospective clients
  • Customizing sales presentations
  • Analyzing historical client data
  • Developing client proposals
  • Engaging in contract negotiations


Lead the project management for the implementation and enhancement of client accounts, which encompasses:

  • Defining and managing an implementation action plan and timeline
  • Establishing relationships with relevant client operational management
  • Collaborating with clients to define and agree on processes and procedures, including IT specifications
  • Conducting on-site meetings to review implementation progress and ensure timely completion of client-defined actions
  • Working with Cost Control Project Leads to develop and execute the agreed client Cost Reduction Program
  • Defining and agreeing on internal KPIs with Cost Control and Part Availability functions to meet contracted service levels


Monitor and maintain revenue forecasts for each client, ensuring a positive return on investment (ROI) for both the client and the organization.

Further Responsibilities:

  • Conduct regular reviews with internal support teams to identify service shortfalls against internal or client KPIs, implementing corrective actions as necessary
  • Collaborate with data analysts to produce client KPI reports and provide support during client-facing reviews
  • Direct and support on-site personnel
  • Possess a background in management or engineering, with proven experience in client-facing project management
  • Exhibit strong communication and relationship-building skills, working towards achieving organizational goals through both client and internal collaborations
  • Demonstrate proficiency in MS Excel and preferably MS Access, with the ability to work effectively under pressure while maintaining a customer service focus
  • Showcase leadership qualities and flexibility to travel as required by client needs
  • Understand Information Security practices and maintain competency as per organizational policies
  • Handle all personal data confidentially, ensuring compliance with data protection standards

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