Head of Client Delivery

AVADO Learning Limited
London (Greater)
14 Apr 2018
20 May 2018
Contract Type
Part Time

AVADO Learning is the UK’s leading EdTech company; we help individuals and organisations grow with a ‘Learning that works’ methodology; AVADO’s vision is to become a global leader in online education. AVADO Learning has established itself as a major player in the digital learning space having delivered training programmes to over 200,000 individuals and 2,000 businesses globally; including the likes of GSK, FT, Saatchi & Saatchi, Vodafone, and EY.

We have exclusive partnerships with Google and the CIPD, building high quality digital learning programmes and, with over 30,000 active students and offices in London, Singapore, Hamburg and New York, AVADO specifically helps businesses and individuals accelerate ambition in two core areas:

  • AVADO Digital (Digital marketing/leaders/business transformation via Squared Online developed alongside Google)
  • AVADO Professional (HR, Learning & Development, Accounting and Finance)
AVADO combines the proven experience of the category leader with the commercial understanding and connections of a progressive VC group (being backed by Blenheim Chalcot).


Our Client Delivery team is a key enabler in ensuring the effective delivery of our face to face, online and blended programmes. The team provides all clients with a seamless delivery experience, ensuring effective project management, and providing a single point of contact for our clients, freelance facilitators and designers, and internal stakeholders.

Key Duties & Responsibilities:

  • Lead the team in the successful delivery of face to face workshops and online programmes, ensuring an outstanding level of client service
  • Set an example in providing an exemplary level of service to clients
  • Programme management for large client accounts and where required taking lead delivery role
  • Manage clients alongside Client Programme Executives to ensure appropriate levels of service, training and upskill are provided
  • Provide point of escalation where required for clients
  • Management of team of Senior Client Programme Managers, Programme Managers and Executives
  • Manage work and resource allocation across the team
  • Running weekly 121s and quarterly reviews, and conducting any other meetings required for a happy and high performing team
  • Produce and maintain standard documents and processes, to ensure standardised level of service from team to both internal and external stakeholders
  • Continuous process improvement and reinforcement throughout the team
  • Setting and working to team KPIs
  • Ensure KPIs achieved on a weekly basis, including NPS and feedback targets, and profitability levels are maintained
  • Providing KPI reporting on a weekly, monthly and quarterly basis
  • Build and manage strong relationships with internal stakeholders, ensuring clear communication of timelines and deadlines, and provide any other information as required
  • Build effective relationships with freelance trainers and designers
  • Manage resource levels of trainers and designers, leading the recruitment of new resource as required
  • Management of LMS, including effective data and reporting
  • Oversee client reporting to ensure appropriate reports are provided to all clients to agreed timelines
  • Other duties as required to achieve the above role purpose

Desired skills and experience: to join us you’ll need

  • Strong team manager, with demonstrable experience of managing client facing delivery or project management teams
  • Experience working in client facing delivery or account management roles with senior level stakeholders from FTSE 100 clients or equivalent
  • Experience working with senior stakeholders, ideally board level
  • Ability to deliver to tight timelines within a deadline driven environment, juggling multiple projects, tasks and priorities
  • Excellent organisational skills and attention to detail
  • Experience within learning or digital highly desirable
  • An interest in education and a passion for understanding how digital skills can transform the industry
What we think we can offer you:

  • Leadership of a growing and ambitious function in a VC-backed company operating in one of digital’s most exciting and growing spaces - EdTech
  • Ownership and responsibility to make things happen and make a real difference, working with some of the world’s leading brands
  • A fast-paced and exciting challenge which is well-funded and actively supported by encouraging investors

AVADO Learning is committed to the principle of equal opportunity in employment. Accordingly, we do not discriminate on the grounds of race, colour, nationality, ethnic or national origin, religion or belief, disability, trade union membership or non-membership, sex, sexual orientation, marital status, age or being a part time or fixed term worker.

This job was originally posted as www.totaljobs.com/job/80907371

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