Purpose of the Role:
The Client Management Programme Manager is responsible for the successful coordination of the delivery of a new client management programme, the dependant projects and workstreams and the management of their inter-dependencies.
This role will support the Client Management Working Group (CMWG) in coordinating UAL’s institutional strategic approach to client relationship management. The role will ensure the delivery of multiple workstreams aimed at translating transactional partnerships into long-term strategic relationships, embedding best practice in client management, and supporting business engagement and knowledge exchange initiatives across UAL. This position provides the opportunity to work on an internally high-profile strategic programme that spans the university and engages with a wide range of internal stakeholders.
Key Duties and Responsibilities:
- Conduct internal and external research and analysis to inform client management approaches and support programme decisions.
- Draft reports, process and guidance documents, and communications for internal review.
- Build and maintain effective relationships with stakeholders across multiple departments and workstreams to ensure alignment, collaboration, and shared understanding of programme objectives.
- Oversee delivery of CMWG workstreams, including alignment of people and technology with CRM software, client management guides, process documentation and and other workstream outputs.
- Support staff engagement and adoption of CRM tools (e.g., Salesforce) and manage related processes and reporting.
- Prepare papers, agendas, and action trackers for CMWG meetings and support the preparation of updates to sponsoring groups (EPMG and KEMG)
- Ensure programme documentation, trackers, and meeting records are accurate, up to date, and accessible.
- Monitor performance by tracking workstream progress and make adjustments as necessary to ensure successful delivery
- Identify potential risks and issues within workstreams and develop mitigation strategies to actively manage them
Key Working Relationships:
- Associate Director Knowledge Exchange
- Associate Director UALAT
- UAL KE Continuous Improvement Team
- College and Institute staff in client-facing roles
- Digital and Technology teams
- Professional Services colleagues across UAL
Meetings and Reporting:
- Termly CMWG meetings and coordination of Task & Finish groups
- Termly reporting to EPMG and KEMG
- Use of Microsoft Teams and Planner for action tracking and record keeping
General duties
These duties below are in addition to the duties and responsibilities listed above:
- ▪ Perform duties and tasks consistent within the scope and grade of your role as reasonably may be expected and assigned to you from anywhere within the university.
- ▪ Undertake health and safety duties and responsibilities appropriate to the role.
- ▪ Work in accordance with the University’s Staff Charter and Dignity at Work Policy and anti-racism plans, promoting equality diversity and inclusion in your work.
- ▪ Undertake continuous personal and professional development, and to support it for any staff you manage through effective use of the University’s Planning and Review Conversations (PRC) scheme and staff development opportunities.
- ▪ Make full use of all information and communication technologies to meet the requirements of the role and to promote organisational effectiveness.
- ▪ Conduct all financial matters associated with the role in accordance with the University’s policies and procedures, as laid down in the Financial Regulations.
- ▪ Contribute to the University’s Climate Action Plan and Social Purpose Strategy which sets out our principles, commitments and goals towards climate justice and our socioenvironmental purpose.
You may be required to speak one on one with students in halls, this includes meeting with students who are under 18 (on FE Courses) or who may be vulnerable adults, an enhanced DBS check may be required for this role.