Client Delivery Leader

4 days ago

Glasgow, United Kingdom Kura Full time

Job Details:
**J**ob Title**:Client Delivery Leader**

**Location: Glasgow or Sunderland, UK**

Kura are currently looking for an experienced Client Delivery Leader to join our team in either Sunderland or Glasgow

As part of this role you will deliver all operational and commercial performance metrics through the management of a group of Customer Experience Leaders and Kura Coaches, ultimately delivering revenue, gross margin and all KPIs while driving and developing performance.

Role details:

- Achieve all operational KPIs across a project to ensure contractual obligations are met as a minimum including (but not limited to) sales performance, delivery of hours, auditory/compliance requirements, and customer satisfaction targets
- Ensure internal revenue budget targets and revenue growth targets are exceeded by accurate forecasting, analysing, and reporting on financial performance and identifying areas for growth
- Manage the day-to-day client relationship at operational levels ensuring high levels of Client Satisfaction
- Lead, develop, motivate, and coach Customer Experience Leaders enabling them to lead and manage their Kura Coaches and Advisors to deliver a superior level of sales and a high quality of service.
- Partner with HR to analyse Employee Satisfaction feedback and develop strategic plans to minimise attrition and absence and maximise engagement across the project by building a fun and rewarding environment
- Forecast and plan recruitment activity by co-ordinating communication between various internal departments including Resource Planning, HR, Recruitment and Training, thus ensuring staffing levels are continually met across the project
- Analyse results across the project to identify areas for improvement and work with Continuous Improvement function to create plans to deliver improvement requirements
- Ensure knowledge is kept fully up to date in relation to competitor activity and industry regulatory requirements
- Create and maintain a strong sales culture and performance driven working environment
- Communicate effectively with the team to create and maintain a motivated and challenged workforce
- Work with Client Engagement teams to prepare and present monthly and quarterly client business reviews and KURA executive reports

**Requirements**:
**Essential**
- Outbound & inbound contact centre operational management and strategic planning experience
- Effective leadership through team building, development, and a strong coaching culture
- Highly focussed and driven
- Great ability to coach the coach
- KPI management and proven track record of achievement
- Ability to recruit and create dynamic and highly performing teams
- Commercial awareness and financial management
- Thorough understanding of resource optimisation and delivery
- Excellent client relationship management
- Experience of managing multiple projects and varying team sizes
- Excellent written, verbal and presentation skills
- Act with integrity at all times when representing our business and its people
- Ambassador for KURA values and brand

**INDCDL1**

**Benefits**:

- Salary up to £60,000.00 DOE + employee benefits
- Bonus Opportunity
- 30 Days Paid Holiday
- Enhanced CSP & Maternity/Paternity Scheme
- Comprehensive training to ensure you have the tools to do your job
- Relaxed Dress Code
- Positive working environment

Plus much more

Next steps:

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