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Responsibilities cover end-to-end service support, service improvement, implementation action planning, risk and dependency management, renewal and accreditation planning, data interrogation and analysis, member relationship management, event engagement, reporting, and survey operations. The position also drives cross-team coordination, resolves service delivery issues, supports SLA achievement, contributes to product evaluation, and seeks evidence-based process and cost efficiencies to meet CSAT, revenue, retention, and ROI goals.",{"@graph":63,"@context":118},[64,80,101],{"@type":65,"itemListElement":66},"BreadcrumbList",[67,71,74,77],{"item":68,"name":69,"@type":70,"position":9},"https://docshare.wps.com","Home","ListItem",{"item":72,"name":10,"@type":70,"position":73},"https://docshare.wps.com/template/",2,{"item":75,"name":16,"@type":70,"position":76},"https://docshare.wps.com/template/resumes/",3,{"item":78,"name":59,"@type":70,"position":79},"https://docshare.wps.com/template/client-delivery-manager-job-description-uk-home-based-hybrid/257044/",4,{"url":78,"name":59,"@type":81,"image":82,"author":87,"headline":59,"publisher":90,"fileFormat":93,"inLanguage":57,"description":61,"dateModified":94,"datePublished":95,"encodingFormat":93,"isAccessibleForFree":96,"interactionStatistic":97},"DigitalDocument",{"url":83,"@type":84,"width":85,"height":86},"https://docshare.wps.com/thumbnails/client-delivery-manager-job-description-uk-home-based-hybrid/257044.png","ImageObject",442,249,{"name":88,"@type":89},"Arica Lee","Person",{"url":68,"name":91,"@type":92},"DocShare","Organization","application/pdf","2026-10-22","2026-09-13",true,{"@type":98,"interactionType":99,"userInteractionCount":79},"InteractionCounter",{"@type":100},"ViewAction",{"@type":102,"mainEntity":103},"FAQPage",[104,110,114],{"name":105,"@type":106,"acceptedAnswer":107},"What is the main purpose of the Client Delivery Manager role?","Question",{"text":108,"@type":109},"Drive and enable implementation of members’ engagement plans, promote member benefits, remove internal blockers, and ensure consistently excellent customer service aligned with values and standards while supporting financial targets and sustainable growth.","Answer",{"name":111,"@type":106,"acceptedAnswer":112},"What are the core engagement planning and support responsibilities?",{"text":113,"@type":109},"Partner with Client Development Directors to allocate ownership, support end-to-end service and improvements, create meaningful engagement plans, document and monitor implementation actions, manage risks and dependencies, and monitor member activity for low engagement or overservicing.",{"name":115,"@type":106,"acceptedAnswer":116},"How does the role support renewals, surveys, and performance reporting?",{"text":117,"@type":109},"Proactively monitor renewal and accreditation planning to hit retention targets, run and interpret member surveys for timely participation and reporting, analyze survey data to measure performance and set targets, and produce quarterly ROI value statements and other data insights for stakeholders.","https://schema.org",{"og:url":78,"og:type":120,"og:title":59,"og:site_name":91,"og:description":61},"article",{"robots":122,"canonical":78},"index,follow",{"doc_id":124,"site_id":56},257044,1790468596,{"code":4,"msg":5,"data":127},{"doc_id":124,"user_id":128,"nickname":88,"user_avatar":129,"doc_module":9,"category_id":15,"category_name":16,"doc_title":59,"doc_description":61,"doc_content":130,"file_id":131,"file_url":132,"file_type":133,"file_size":134,"view_count":79,"is_deleted":4,"is_public":9,"is_downloadable":9,"audit_status":9,"page_count":47,"language":135,"language_code":57,"site_id":56,"html_lang":57,"table_of_contents":136,"faqs":137,"seo_title":138,"seo_description":61,"update_tm":139,"read_time":73},8796096645457,"https://ap-avatar.wpscdn.com/avatar/800003749518d68ffe3?x-image-process=image/resize,m_fixed,w_180,h_180&k=1779345340919836971","Job Description  \nTitle: Client Delivery Manager  \nDirectorate: Client Experience  \nResponsible to: Head of Client Relationship Management  \nLocation: Home-based with UK-wide coverage  \nHybrid working: typically 80% remote and 20% in-person  \nPURPOSE OF THE ROLE  \nTo support Members by driving and enabling implementation of their Engagement Plans, promoting the use of the full range of Member benefits / offerings, removing internal blockers, and working closely with Client Development Directors and key stakeholders both externally and within The Institute. To support the delivery of consistently excellent customer service in line with our Values and our Standards framework. To support the achievement of our financial targets and our goals of sustainable growth, relevance, and impact.  \nKEY RESPONSIBILITIES  \nEngagement planning and support  \n1. Work in close partnership with the Client Development Directors (CDDs) and other Client Delivery Managers to ensure clear allocation of responsibilities and ownership of delivery in servicing Members’ operational requirements.  \n2. Provide exceptional end-to-end service support, drive continual service improvement, and ensure we deliver to our Values and Standards.  \n3. Work closely with CDDs and Members to monitor and support the creation of meaningful Member engagement plans that drive active Member participation and take up of products and services within realistic timescales and in line with commercial targets.  \n4. Agree, document, and monitor detailed implementation actions in conjunction with CDDs and colleagues across the business to ensure key milestones, risks and dependencies are captured and understood and that systems, procedures, and methodologies are in place to support excellent service delivery.  \n5. Deploy effective ongoing project management to identify risks, dependencies and mitigation and to implement corrective or mitigating actions in consultation with the relevant CDD.  \n6. Manage and report on the detailed implementation of agreed engagement plans to help ensure deadlines, quality, CSAT, and revenue outcomes are achieved, the whole membership offering is utilised, and ROI is clearly articulated.  \n7. Establish and maintain effective relationships with relevant Member contacts and stakeholders (typically managers in customer service, marketing, operations, and training) and drive for active commitment and delivery by the Member in order to achieve their plan and maximise the benefits of membership.  \n8. Monitor engagement plan activities and promptly highlight to CDDs instances of low activity by Members or over-servicing by The Institute so that corrective action can be taken.  \n9. Proactively monitor and drive renewal planning (including accreditation renewals) across the portfolio to support achievement of retention targets through clear commitment to action within a meaningful business partnership.  \n10. Proactively interrogate corporate systems / data, apply knowledge of Members and relevant external factors, and undertake analysis of customer requirements, in order to propose further engagement opportunities with existing Members to CDDs and to suggest to BDMs potential new business opportunities that are consistent with the wider business plan.  \n11. Work with the CDD to actively engage Members and maximise attendance at all Member events and forums (real and virtual) and implement appropriate follow up actions to maintain engagement and momentum.  \n12. As agreed with the CDD, attend Member meetings / service reviews and provide information and support to resolve queries and drive joint planning and action.  \n13. Run reports and provide data analysis for the CDD and Head of Client Relationship Management in line with team requirements and standards.  \nService delivery  \n14. Work proactively and collaboratively across The Institute and with external partners to identify, escalate and help resolve service delivery issues, maintain effective co-operation and","cbCail4AjSAFGCgT","https://ap.wps.com/l/cbCail4AjSAFGCgT","pdf",182447,"English","# Purpose of the Role\n# Key Responsibilities\n## Engagement Planning and Support\n## Service Delivery\n# Surveys, Reporting, and ROI Outcomes","[{\"question\":\"What is the main purpose of the Client Delivery Manager role?\",\"answer\":\"Drive and enable implementation of members’ engagement plans, promote member benefits, remove internal blockers, and ensure consistently excellent customer service aligned with values and standards while supporting financial targets and sustainable growth.\"},{\"question\":\"What are the core engagement planning and support responsibilities?\",\"answer\":\"Partner with Client Development Directors to allocate ownership, support end-to-end service and improvements, create meaningful engagement plans, document and monitor implementation actions, manage risks and dependencies, and monitor member activity for low engagement or overservicing.\"},{\"question\":\"How does the role support renewals, surveys, and performance reporting?\",\"answer\":\"Proactively monitor renewal and accreditation planning to hit retention targets, run and interpret member surveys for timely participation and reporting, analyze survey data to measure performance and set targets, and produce quarterly ROI value statements and other data insights for stakeholders.\"}]","Client Delivery Manager Job Description - UK Home-based Hybrid | PDF",1789310845]