Engagement Director

Who is Cprime? Our mission is to enable our clients to turn ideas into action faster. Our globally diverse team transforms businesses with consulting, managed services, software, and custom solutions that keep us engaged with clients for true lifetime value. We are curious, passionate, motivated about taking action, and thrive on change. At Cprime, you’re encouraged to grow and stretch your skills to build creative, outside-of-the-box solutions. We continuously challenge each other to work smarter and adapt to new ideas. Our Cprimers are given the flexibility to work, opportunities to collaborate, and have fun along the way. The business is growing rapidly, and so the opportunities for personal development are huge.

A summary of your role involves:

• Leading a team in managing and growing a portfolio of projects/customers.
• Defining and developing solutions that meet customer challenges.
• Driving high customer engagement while balancing multiple competing demands.
• Being a key participant in leading and delivering time-pressure bids, including pricing and customer presentations.
• Having high commercial awareness and the ability to manage, report, and analyse GP, EBITDA, and project margins for your customers.
• Proven ability to attain and retain customers with high satisfaction levels.

Outcomes Sought:

You will have full accountability for the delivery of end-to-end customer engagements, ensuring our customers are at the heart of everything we do, understanding their ways of working, and successfully delivering for them. A requirement to spend a considerable amount of time engaged in Customer forums (e.g., Steering Groups, etc.) and travel to Customer sites from time to time, and be accountable for the customer satisfaction scores and feedback.

You will work closely with Sales colleagues to build and support compelling proposals and customer offerings, which will enable and support our continued growth ambition for Cprime and deliver profitable outcomes. You will have your own P&L per customer and be accountable for that. You will take ownership of the monthly and quarterly forecasting of team costs and project revenues, reviewing actual performance against forecast, understanding gaps, and putting corrective measures in place as appropriate for achieving GP targets.

You will help lead a team of diverse professionals across Functional and Technical teams located globally. You will ensure that we continue to have world-class levels of engagement and that we are ensuring that our teams deliver excellently through the use of our methodologies and accelerators, and are suitably skilled. Lead the team in identifying areas for improvement and implementing solutions to enhance productivity, quality, and team morale. Mentor and coach junior colleagues to develop their knowledge within the Delivery space.

Successfully manage Customer Satisfaction, internal Employee Engagement, and account Profitability, whilst overseeing deliverables for the customer in full. Supporting Cprime with the necessary mechanisms and processes to enable new service lines to be sold. Create the deliverables as part of the Statement of Works independently for review as part of internal governance, considering risks and ensuring the contractual commitments are deliverable within the quoted price. Ensure that all contractual deliverables are met on time. Oversee the creation and collection of the client measures to demonstrate that Cprime is delivering value. Be seen by clients as the dedicated point of contact/escalation to the client. Oversee the successful onboarding of associates to the engagement and undertake the day-to-day activities with the client and the associates.

What you’ll bring:

• Strong stakeholder management and communication skills.
• Ability to recruit and retain a strong team of consultants.
• Previous experience in People Leadership.
• Demonstrable experience of customer accountability and successful deliveries.
• Provide thought leadership through the development of case studies, blogs, and webinars.
• Stakeholder Management experience at the Exec and senior level.
• Capacity to identify, manage, and mitigate account risks where necessary.
• Ability to co-facilitate workshops, reviews, and other collaboration events.
• Credible commercial acumen to identify and explore potential follow-on work.

We’re committed to our vision and demonstrate behaviours which are in line with our core values. We ensure that all aspects of our work are delivered with a customer focus to all internal and external users in line with our internal/external service offer. We uphold our commitment to inclusion, equality, and diversity. We’re aware of our personal responsibilities regarding health and safety, and ensure that our Health & Safety policies are adhered to in all aspects of our work. We treat all data with respect, ensuring we only use it for the correct purpose and that it is handled safely and securely. We promote and achieve Value for Money (VfM) within our areas and across the organisation.

This job description is intended to give the post holder an appreciation of the role envisaged and the range of duties and responsibilities to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals. The post holder will be required at all times to perform any other reasonable task, as requested by the Line Manager, in order to meet the operational needs of the business.