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.

As an Engagement Director, a summary of your role involves:

• Leading a team, managing and growing a portfolio of projects/customers, and being passionate about defining and developing solutions that meet customer challenges.
• Driving high customer engagement and balancing multiple competing demands whilst leading and developing a diverse and highly talented team.
• 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:

• Customer Delivery: 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) and travel to Customer sites from time to time, being accountable for customer satisfaction scores and feedback.

• Commercial Growth: You will work closely with Sales colleagues to build and support compelling proposals and customer offerings, enabling and supporting our continued growth ambition for Cprime and delivering profitable outcomes.
• You will have your own P&L per customer and be accountable for that, taking ownership of the monthly and quarterly forecasting of team costs and project revenues.
• Identifying new key stakeholders of interest and making introductions to the Sales team when a need is identified.
• Overseeing and supporting the Engagement Manager, ensuring the accuracy of Associates' Timesheets and approving as needed.
• Utilising the internal bench prior to Associates to ensure the most cost-effective approach is utilised.

• People Leadership: You will help lead a team of diverse professionals across Functional and Technical teams located globally, ensuring world-class levels of engagement.
• Leading the team in identifying areas for improvement and implementing solutions to enhance productivity, quality, and team morale.
• Mentoring and coaching junior colleagues to develop their knowledge within the Delivery space.
• Providing effective line management to your direct reports where applicable.

• Delivery Management: 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.
• Creating deliverables as part of the Statement of Works independently for review as part of internal governance.
• Ensuring that all contractual deliverables are met on time.
• Overseeing the creation and collection of client measures to demonstrate that Cprime is delivering value.
• Being seen by clients as the dedicated point of contact/escalation.
• Overseeing the successful onboarding of associates to the engagement and undertaking day-to-day activities with the client and associates.
• Overseeing the creation of Associate Requests and Delivery Records.
• Overseeing the internal CRM Systems and raising associate and contract requests.

What you’ll bring:

• Strong stakeholder management and communication skills to forge relationships with other Engagement Directors and the Sales team.
• Ability to recruit and retain a strong team of consultants, as well as resource planning and management.
• Previous experience in People Leadership, supporting employees' personal growth through day-to-day roles and opportunities for stretch.
• Demonstrable experience of customer accountability and successful deliveries.
• Providing thought leadership through the development of case studies, blogs, and webinars.
• Able to demonstrate a learning speed to onboard quickly into a client account and understand key products.
• Lived experience of demonstrating and articulating account status.
• 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.
• Representing and enhancing the Cprime brand on engagements with clients.
• Credible commercial acumen to identify and explore potential follow-on work.
• Supporting pre-sales activities across current and new logos.

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. 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.