+44 (0) 203 817 7625

Client Manager

At Wondrous we are helping our clients to change the world of work forever.

With an unparalleled expert network of consultants, coaches, facilitators and psychologists, we deliver exceptional work across the core Wondrous pillars of Culture, Leadership and Capability.

Our approach is one of true partnerships, creating organizations where people flourish so that businesses can thrive.

We have 5 values that are really important to us – we do actually live them in our day-to-day work: Customer first, Commercial, Warmth, Courage and Magic.

We are a team of 16. We work with over 60 others who we call our “Associates” – they work with us to deliver client needs and are self-managing. It’s a small but super team. We are based in a shared office space close to Borough Market in London and we all currently get together in the office on a Tuesday and Thursday. The office is accessible at any time if you choose to go there. The rest of the week we work remotely.

Come and join us. We are hiring a fourth Client Manager into our team.  As a member of the Client Team, you probably have the most critical role in our business, because you ensure that our clients high expectations are constantly exceeded through the delivery of the work we do.

You manage a critical interface between Wondrous, our clients and our coaches/consultants and facilitators and keep the operations running.

What we are looking for:

  • Demonstrated ability to work in multiple and diverse project teams
  • Ability to think strategically and deliver operationally
  • Ability to work within and derive success from a flexible and changing environment
  • Strong sense of curiosity
  • Goal-orientated, with strong programme/project management skills
  • Understanding of procurement and programme tender processes
  • Organised, diligent and able to manage and prioritise a diverse workload and wide range of deadline driven projects and requests
  • Able to interpret client/stakeholder briefs and uses instinct, data and teamwork to fulfil needs
  • Builds rapport easily with both internal and external stakeholders, at different levels of seniority, and with diverse backgrounds.
  • Able to challenge confidently and diplomatically where required
  • Strong IT ability, particularly the MS Office suite of products
  • Good data analysis and manipulation skills
  • A learning mindset – we have a culture of continuous learning and development

Behavioural Competencies: 

  • Embrace working to the Wondrous values
  • Enjoy working in true partnership with others, having the flexibility and commitment to work collaboratively to successfully deliver on projects
  • Be detail-focussed and take professional pride in your work
  • Demonstrate lateral and ‘out of the box’ thinking, and going the extra mile to delight our customers
  • Be an exceptional organiser with very high attention to detail
  • Have excellent interpersonal skills and be confident in your ability to communicate with others
  • Be naturally good at developing rapport and building relationships
  • Have a positive can-do attitude, remaining calm and professional when under pressure, and have the ability to think on your feet
  • Be willing to get stuck in and have a sense of fun!

We have put together this list to help you understand the role:

Client Relationship Management: 
  • Be the access point to Wondrous and respond to client queries by phone/email, confirming client needs and responding in a timelyway, and engaging the wider team where appropriate
  • Send evaluations out once the final sessions have been reported
  • Set clear expectations with clients around when they will get a response to their requests
  • Build strong trusted relationships with our clients, maintaining regular warm contact
  • Understand the clients business, sector and priorities and demonstrate this knowledge in communications
  • Contract with the client on how to stay in touch with at least quarterly touchpoints
  • Expand and grow our contacts within client accounts, by getting to know more of the stakeholders
  • Listen and ask insightful questions to build a clear picture of the client and the organisation. Share with peers where helpful
  • Document all commercial agreements no matter how small and share with the client, keeping an audit trail
  • Share articles, books, insight of interest with clients to add extra value around the relationship and delivery
Account Management: 
  • Manage the accounts for the clients that you are assigned
  • Produce invoices working in collaboration with the finance team
  • Help to shape the delivery and strategic growth of client accounts by developing and managing account plans with Client Director’s
  • Provide Monthly MI reports to the sponsors in each client on activity and spend
  • Manage account administration such as PO’s, payments and schedules
  • Maintain a 50% margin as a minimum on all work delivered and proposals produced
  • Lead the monitoring process for client accounts
  • Work with Client Director’s to map and manage stakeholders in an account to increase the number of touchpoints and relationships we have
  • Gather and share client satisfaction and evaluation insight
  • Develop Statements of work and ensure that that commercial terms and SLAs are being met in collaboration with the Client Director’s
  • Gather and share insight on client organisations, sectors and key events in the news
  • Make sure clients understand the full range of services we deliver
Network Management: 
  • Build strong trusted relationships with our network partners – our Associates
  • Get to know the core competencies, experience and character or our facilitators and coaches to help with matching
  • Maintain the database as a single source of truth for network profiles
  • Produce Member profiles and pen portraits of our network
  • Respond in a timely way to network member queries
Business Development: 
  • Support Client Directors with proposal development
  • Make sure proposals have adequate resources for delivery and secure availability of team prior to submission
  • Help manage a pursuit plan so we respond within the procurement timeframes and criteria of bids
  • Provide trends/info/knowledge that you pick up from monthly MI’s to assist with account development
  • Represent Wondrous by attending client meetings / pitches / presentations, and trade events
  • Proactively engage with a client to recognise opportunities and grow the business
  • Seek testimonials and referrals
  • Keep track of all proposals with our tracker
Coach Matching: 
  • Discuss Executive Coaching requests with clients, including reviewing requests, matching coaches from our pool, and tracking assignments through to a successful conclusion
  • Work with the client to complete the coaching request forms
  • Match coaches looking at sector experience, coaching experience, character alignment and any specialisms required
  • Calculate rates, assuring at least a 50% margin
  • Encourage timely set up of chemistry meetings
  • Manage and monitor the coaching assignments
Support Delivery: 
  • For selected engagements provide Project Management Support
  • Assist with the writing of reports and presentations on client delivery eg. Workshops, kick-off meetings and events
  • For events of 15 or more support network members with the technical side of delivery
  • End to end programme delivery and administration, in the management of client and internal projects, working in partnership with clients, Client Directors and our partner network
  • Managing the project budget to keep within scope
Continuous Improvement: 
  • Operate as a collaborative, joined up team
  • Embody the Wondrous values with each other, our clients, partners and network members
  • Capture and share good practice with other Client Manager’s
  • Support, onboard and induct new team members
  • Take part in team events and socials, building a strong sense of team and positive engagement
  • Give timely constructive feedback 360 to help everyone at Wondrous learn to be their best selves
  • Be you! 100% at work as you are at home
  • Involve your colleagues in active problem solving and offer help to others when needed
  • Invest in your own development, looking for new opportunities to develop skills and experience

How to get in touch? 

Please email your CV alongside a paragraph (250 words maximum) on why you would like to work for Wondrous to jonathan@wondrouspeople.com