Programme Manager

작업 내용

Improving experiences is why InMoment exists. Our mission is to help our clients improve experiences at the intersection of value—where customer, employee, and business needs come together. The heart of what we do is connect our clients with what matters most through a unique combination of data, technology, and human expertise. With our hyper-modern technology platform, decades of domain authority, and global teams of experts, we uniquely deliver a focus on Experience Improvement (XI) to help our clients own the moments that matter. Take a moment and learn more at inmoment.com

At InMoment, we believe inclusion and diversity is essential to our success. Our favorite core value is “human” and demonstrating respect and open-mindedness toward others is central to our culture.

Simply put, Leave Your Mark is the brand of InMoment’s culture, but it’s also more than that—it’s a selfless way of living in all areas of life. Every moment offers a new opportunity to make an impact. We take deliberate action to make the lives of our families, teammates, clients, and community better within every interaction. The question is, what mark will you choose to leave?

Position Summary

The Programme Manager is a core member of the Global Customer Success team, managing client delivery for a global key account. Working closely with both the client and InMoment internal teams to coordinate and manage the quality of the set-up services delivery as well as the transitioning of the successfully completed work packages into an efficient and smooth operational BAU phase.

The current position to be filled additionally requires functional leadership of a subset of projects. Therefore, there is a requirement to ensure strong virtual communication with the InMoment and client teams.

Client Management

KEY RESPONSIBILITIES

• Maintain a relationship of competence and trust with main client contacts
• Primary point of contact for specific client operating entities
• Ensure that a communication plan is set up to ensure regular transparent dialogue with the client stakeholders
• Lead applicable client and internal meetings. Ensure that all dialogue is documented with clear actions, decisions and responsibilities defined
• Ensure understanding of client’s business objectives behind all requests, sanity checks that the solution being requested will meet these objectives
• Ensure all internal/external clients are fully aware of the programme status at all times
• Manage and agrees timelines in relation to areas of delivery responsibility
• Write and present reports, where required; including presenting reports to senior business managers
  

Internal Stakeholder Management & Teamwork

• Build strong alliances with internal departments through understanding their information requirements and ensuring that they are in receipt of timely updates to programme requirements
• Briefing the internal teams
• Work with the internal teams to define priorities and agree delivery schedule
  

Programme Management

• Involvement in all stages of a programme, including launch
• Refer to relevant SLA at all times to ensure the project is being delivered to contractual requirements
• Liaise with key stakeholders and internal support teams to understand priorities and tradeoffs in order to successfully manage expectations and needs of all stakeholders (internal and external)
• Maintain an awareness of status and priorities on all related programmes and/or components to enable realistic planning and scheduling of change
• Collate client stakeholder requirements and specifications for change requests including but not limited to: questionnaire design, weighting, implementation specifications, hierarchy changes, quotas; reporting updates; new reports, sampling, website/dashboard design changes, code frame changes
• Lead the briefing of requests and deliverables. Ensuring that any change requests are thought through carefully and all risks considered to reduce likelihood of impact to current deliverables
• Liaise, brief and manage quality delivery with InMoment support teams and suppliers, as required.
• Working across multiple surveys/programmes within the global programme and supporting sprint items.
• Troubleshoot issues, providing root-cause analysis and ensuring remedial steps taken to avoid repeating issues
• Refer issues and queries to InMoment technical support teams, as necessary
• Support the internal Core Team with structuring and introduction of new services, processes, etc
• Structuring and updating of related PM documentation
  

Financial

• Awareness of project budget: what’s included in the budget and assumptions
• Resource forecasting and planning
• Finance planning & invoicing
  

Performance Standards

• Successful delivery of multiple projects over a sustained period of time.
• Demonstrate the following core competencies:
• Problem-solving
• Collaboration
• Client-centricity
• Pro-activity
• Can navigate larger scale or complex programme challenges
• Demonstrable understanding and interpretation of client needs
• Ability to manage and prioritise own workload
  

Ideal Experience

• 3+ years of experience managing projects and client relationships
• Degree Level Education
• Client management experience
• VOC/Customer experience management / Customer Satisfaction research knowledge
• Ability to grasp new technology platforms and quickly understand how to use and manipulate new technology
• Highly organized with strong project management skills, formal project management qualification a bonus (i.e. PMBOK, PRINCE2, Six Sigma)
• Strong communicator
• Ability to work across multiple cultures and time zones
• Experience of working closely with multiple functions
• Team player
  

KEY RELATIONSHIPS

Reports to the Programme Director

At InMoment, diversity and inclusion is at the core of who we are. InMoment prides itself on an inclusive culture that promotes, encourages and supports the diverse voices of our employees and clients. We strive to create workplaces that reflect the communities we serve and believe that different perspectives, interests and backgrounds foster a stronger and more creative work environment.

We thank all those who apply, however, only candidates selected for an interview will be contacted.

**Please no phone calls and no agencies/recruiters - this is a direct hire**

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