Delivery Management, Project Coordination, Delivery Of Projects, Client Relations, Skill Development, Customer Experience, Journey Mapping, Project Plans, Research Projects, Service-Level Agreements (SLA)
Job description
The CX Delivery Management team play a critical role in ensuring that our Clients receive an exceptional experience when engaging with our organisation and their projects are delivered on time and within budget.
An Associate CX Delivery Manager will build and maintain strong Client relationships, schedule project delivery, manage Client feedback and satisfaction, and capture Client requirements, among other responsibilities. The successful candidate will be joining a fun and supportive team who value each others input. We encourage individuals to put forward innovative ideas on how we can work smarter and provide a better experience for our Clients. This role is one that requires a solutions-focused and proactive individual who shows initiative, you are making important day-to-day business decisions and need to be self-motivated, escalating as required. You are required to interface internally and externally. As an Associate CX Delivery Manager, you will play a key role in ensuring our Clients receive a high-quality service through managing the often complex logistics surrounding the delivery of our services.
Associate CX Delivery Manager duties:
- Managing Client expectations which includes liaising with Clients on upcoming, current, and recently completed engagements in a professional and timely manner, ensuring we are compliant with any delivery SLAs, reviewing project delivery processes to ensure that Client expectations are met in terms of service and delivery, and interpreting and developing procedures to meet Client-specific contractual requirements and service delivery procedures
- Developing and implementing tools and processes to understand Clients, e.g., surveys, listening posts, personas, journey mapping, etc.
- Co-creating experiences with Clients
- Centralising and analysing Client feedback and data
- Identifying and implementing Client satisfaction metrics and ensuring those metrics are linked to business outcomes
- Sharing the insights from the Client, understanding tools throughout the organisation and educating other teams within the organisation about the Client and the Client experience - leading teams to develop an understanding of Clients pain points and solution to deliver a more seamless and integrated experience
- Aligning and uniting the organisation around the Client
- Ensuring that the Client and the impact on the Client is embedded in all decisions, designs, and conversations
- Developing a strategy to achieve the desired and intended Client experience
- Working closely with different teams to understand Clients requirements better and providing appropriate solutions accordingly
- Enabling MWR CyberSec to meet its revenue and growth targets
- Compiling accurate and high-quality Project Plans to issue to Clients by working with the Sales Team, Technical Consultants and Client contacts
- Maintaining work schedule by understanding project scope skillset requirements and working closely with Consultancy management to assemble the best available team for each engagement
- Careful planning and smart scheduling of projects to manage and meet Client satisfaction, consultant workloads and skills development ensuring the best use of Consultants time
- Ensuring that the business management system is always up to date and accurately reflects the business position
- Developing and maintaining strong working relationships with Clients to help increase the revenue stream, ensuring that this ties up with the MWR CyberSec model. This includes regular onsite interaction
- Liaising with Clients on upcoming, current, and recently completed engagements
- Be a point of escalation, running service reviews and required Client meetings
- Reviewing delivered projects to verify recognised income with the financial controller
- Ensuring a high standard of all Client-facing documentation and correspondence
- Peer reviewing of any Client-facing documentation in a timely manner
- Working closely with all areas of the business, specifically the Technical Consultants and the Sales Team to identify and implement continuous improvement
- BA/BCom graduate, with limited work experience
- Excellent written and verbal communication skills - should be good at presenting/ facilitating
- Timely delivery of projects and strong project co-ordination skills required
- Professional approach to all aspects of their role both internally and to Clients
- Confident and well presented in Client-facing situations
- Proactive approach with proven planning and organisational skills
- Self-driven, motivated individual with the ability to work independently to plan and manage engagements
- Ability to use initiative and is solution-focused
- Ability to work independently as well as part of a team
- Should be a good team player as working with various project stakeholders will be required close working relationships internally and externally
- Keen interest in being part of and learning about the Cyber Security Industry and the ability to apply these learnings when communicating with Clients, while demonstrating a commercial understanding of their security and business obligations
- Demonstrate out of the box thinking and quick decision-making capabilities
- Ability to multi-task and thrives in a fast-paced environment with the ability to work under pressure
- Knowledge and implementation of Client experience and Client research projects
- Excellent writing, editing skills and command of grammar with ability to edit text for consistent style
- Self-motivated
- Ability to assess risks and make decisions while working under pressure and time constraints
- Innovative and focused on continuous improvement
- Strong organisational and time management skills, with meticulous attention to detail
- Excellent working knowledge of MS Office (Outlook, Word, PowerPoint, and Excel), and ability to learn new software
- Induction period and on-the-job training
- Mentorship & coaching programmes
- A chance to work alongside a team of passionate, determined, and talented individuals
- Exposure into the world of cyber security and large corporates
