Learning and Development Programme / Relationship Manager

Job Description

Title:                             L & D  Programme / Relationship Manager

Duties and Responsibilities:

• Responsible for the effective management of Apprenticeship programmes, including taking an active role in securing new contracts, inducting new trainers and managing the quality processes for all Apprenticeship programmes, 

• Responsible for generating additional business with our new and existing clients through various sales activities, including, client sales visits, client meetings, presentations, networking, attending exhibitions and events, mail shot activities, telephone sales, cold calling and timely following up on all leads and enquires  

• Take full ownership of the client from lead generation, through to booking and development of clients into key accounts, ensuring our approach drives maximum opportunities from the client.

• Responsible for building and maintaining successful, efficient and strategic relationships with clients, identifying repeat business opportunities 

• Work with the Head of Programmes to formulate a management account approach for designated clients including targets for customer satisfaction, retention and future sales growth.

• Responsible for achieving business profile requirements and sales targets in line with business plans and key performance indicators

• Maintain commercial and market place knowledge to identify business opportunities arising in the market place and adopt a proactive approach to business generation 

• Responsible for managing and coordinating bookings, taking into account client’s needs, requirements and budget, including liaising with clients and trainers in respect of courses, dates and logistics to ensure the smooth running of training events.  

• Responsible for managing assigned booking enquiries and processes, ensuring all bookings are processed and recorded correctly on Management Information Systems / Trackers, managing booking transfers and cancellations informing relevant parties in a timely manner

• Accountable for rate negotiation with clients, working with management, where appropriate, to ensure financial margins are achieved 

• Accountable for dealing with aftercare and client service calls in a timely and professional manner, identifying any follow up action required  

• Effectively manage and record complaints through to resolution.  Escalation of complaints to senior management as required  

• Accountable for reporting sales activity, enquiry conversation rates, bookings, income, data and forecasts on a regular basis to Senior Management and Board in accordance with business requirements 

• Accountable for maintaining and reporting financial information to the finance department as required.  Liaising with management and finance in respect of invoices and any discrepancies 

Staff supervision 

 - Supporting the Head of Programmes in the supervision of the group training support team 

 - Conduct team member’s reviews and appraisals, including measuring and reviewing KPIs and performance targets 

 - Provide support to team members to ensure their effectiveness

 - Ensure team members maintain good working relationships with internal and external customers and can identify business opportunities for the whole company. 

 - Carry our regular training needs analysis to determine training requirements 

 - Assist and ensure the professional development of team members  

General 

• To ensure security of company assets 

• To comply with all company policies and procedures 

• To comply with the companies safeguarding policy & procedure 

• To comply with Equal Opportunities Legislation and be proactive in challenging prejudice, discrimination and stereotyping. 

• To implement in full the Company’s quality policies and procedures.

• To consult the Company Health and Safety Policy with regards to their specific responsibilities as described in the general arrangements section

• To give consideration to their actions at work as to how they may affect   the safety of Learners, clients and visitors to Company premises 

• Display and Support organisations core values at all times 

• Co-operate with all staff to achieve a healthy and safe workplace and reporting any risks identified, at the company’s or others premises, to the designated Health and Safety Officer.

• Other duties that may be identified from time to time by the Company.

• Attend relevant training / personal development programmes 

Person Specification

Essential

Desirable

Experience & Qualifications

Experience of working in a commercial target driven environment 

Sales and customer service experience 

Relationship management experience 

Experience of working in a training / HR / L&D environment 

Account management experience 

Skills

Interpersonal skills 

Influencing and negotiating skills 

Written & verbal Communication skills

Planning and organisational skills 

Well organised and structure approach to work 

Ability to work to deadlines and targets 

Attention of detail and analytical skills 

ICT Literate 

Knowledge 

Knowledge of the training and development sector 

Characteristics

Self-motivated, self-starter.

Flexible in approach.

Ability to work under pressure 

Reliable

Enthusiastic

Team player

Resilience 

Reflector