Client Relationship Manager

• £32,000 – £35,000 DOE
• Full-time
• Remote

We’re recruiting on behalf of a highly regarded, purpose-led professional development organisation with a strong reputation for excellence, innovation and integrity. They’re now looking for a Client Relationship Manager to join their team – someone who will be at the heart of their customer experience, building meaningful relationships and helping existing and potential customers find the right programmes for their development journey.

This is a consultative, relationship-led role – not hard selling. You’ll help customers navigate a rich portfolio of programmes and services, supporting them to make informed decisions and building lasting partnerships along the way.

Key Responsibilities:

• Deliver a warm, professional and high-quality customer experience across every stage of the customer journey.
• Respond promptly to all programme and course leads – including brochure downloads, enquiries, application forms, discovery calls, open events and online chat.
• Take customer appointments and discovery conversations, helping people find the right programmes, workshops or services for their needs.
• Build in-depth familiarity with the full programme portfolio to enable confident, consultative conversations across open programmes, alumni pathways and B2B activity.
• Develop long-term relationships with alumni, participants and organisational contacts, identifying opportunities for continued learning, referrals, advocacy and business development.
• Understand the role of accreditation within the professional development market and use it as a key differentiator in customer conversations.
• Support customer re-engagement campaigns, targeted offers, alumni follow-ups and lapsed enquiry reactivation to strengthen conversion.
• Support B2B business development by helping to identify and qualify opportunities, follow up relevant leads, and contribute to early-stage relationship development (not cold calling or outbound sales!)
• Coordinate and support open events – preparation, customer follow-up, attendance tracking and conversion activity.
• Maintain accurate and up-to-date records in the CRM, ensuring customer interactions, follow-up actions and opportunities are clearly captured and usable.
• Act as a brand ambassador, actively promoting the organisation’s work through LinkedIn and other appropriate channels.
• Advocate a continuous improvement mindset – always looking for practical ways to enhance the customer experience, improve conversion and strengthen internal collaboration.

Skills & Competencies:

• Commercially curious and customer-focused – a natural relationship builder who understands consultative selling
• Confident using CRM systems to manage activity, record follow-up and surface opportunities; strong Microsoft Office and video conferencing skills
• Solutions-focused, with good judgement and the ability to prioritise across multiple enquiries, appointments and follow-ups
• Excellent organisational and self-management skills – able to work independently while staying connected to wider team priorities
• Able to work from home with a reliable internet connection and a suitable environment for virtual collaboration
• Willing to travel occasionally for company meetings, open events or customer-facing activity

Experience & Qualifications:

• Experience in customer relationship management, consultative sales, account management or a related customer-facing role
• Experience managing enquiries, appointments, events and follow-up activity with a focus on service quality and conversion
• Experience working with CRM systems and maintaining accurate customer data
• Experience working across both B2C and B2B environments advantageous; professional education, background desirable but definitely not essential
• Flexible and adaptable in a fast-moving, developing environment

Diversity & Inclusion: ILMJ values diversity, equality and inclusion and encourages applicants from all backgrounds and identities.