Client Relationship Manager

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

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• Deliver a warm, professional and high-quality customer experience across every stage of the customer journey.
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• Respond promptly to all programme and course leads - including brochure downloads, enquiries, application forms, discovery calls, open events and online chat.
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• Take customer appointments and discovery conversations, helping people find the right programmes, workshops or services for their needs.
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• Build in-depth familiarity with the full programme portfolio to enable confident, consultative conversations across open programmes, alumni pathways and B2B activity.
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• Develop long-term relationships with alumni, participants and organisational contacts, identifying opportunities for continued learning, referrals, advocacy and business development.
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• Understand the role of accreditation within the professional development market and use it as a key differentiator in customer conversations.
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• Support customer re-engagement campaigns, targeted offers, alumni follow-ups and lapsed enquiry reactivation to strengthen conversion.
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• 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!)
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• Coordinate and support open events - preparation, customer follow-up, attendance tracking and conversion activity.
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• Maintain accurate and up-to-date records in the CRM, ensuring customer interactions, follow-up actions and opportunities are clearly captured and usable.
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• Act as a brand ambassador, actively promoting the organisation’s work through LinkedIn and other appropriate channels.
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• Advocate a continuous improvement mindset - always looking for practical ways to enhance the customer experience, improve conversion and strengthen internal collaboration.
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Skills & Competencies:

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

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• Experience in customer relationship management, consultative sales, account management or a related customer-facing role
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• Experience managing enquiries, appointments, events and follow-up activity with a focus on service quality and conversion
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• Experience working with CRM systems and maintaining accurate customer data
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• Experience working across both B2C and B2B environments advantageous; professional education, background desirable but definitely not essential
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• Flexible and adaptable in a fast-moving, developing environment - comfortable working both
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Diversity & Inclusion: ILMJ values diversity, equality and inclusion and encourages applicants from all backgrounds and identities.