Who we are?
We are Lobster Ink - a solutions company that helps some of the world’s most influential businesses navigate transformative change. Because people ultimately drive change, we develop training solutions that build their capability.
Our global team of 220+ Lobsters design award-winning digital products and produce recognised training content that provides 1 million+ people across 200 countries with the practical skills and knowledge needed to be great at what they do. We are brave, caring, tenacious, inventive and unconventional. We work with the biggest names in hospitality - our client list includes the likes of Marriott International, Hilton Worldwide, Waitrose and Partners and Dubai Tourism. We’re also proud to be part of Ecolab, the global leader in water, hygiene and energy technologies and services.
As our client list grows, so does our need for exceptional individuals to join our teams in Amsterdam, Cape Town, Washington and the world. This is where you come in.
What will you do in this role?
Summary of Key Responsibilities
The Programme Manager is responsible for managing the overall client experience, working with the Learning Solutions Manager and the client to determine their course objectives in the creation of learning programs, and negotiating the best outcome for both the client and the business.
Client Management
Overall custodian of profitable and performance driven client relationships on specific portfolios or clients.
A trusted advisor and confidant to clients.
Represents Lobster Ink at decision making levels.
To build and sustain loyal client relationships so as to develop opportunities for growth of new and existing business.
Team Management
To lead a team of Project Managers and mentor them to improve their levels of responsibility and accountability, while managing their day-to-day performance.
To provide strong guidance to the Project Managers to ensure that deadlines and budgets are consistently met.
To oversee that the Project Managers deliver detailed recon reports in an accurate and timely manner and facilitate training sessions around these recons to ensure the team learns how to improve on them.
To encourage innovative thinking across the department and push team members to implement more effective ways of working that improve the timing and delivery of production outputs.
Lead initial project briefing and costing.
To host regular training sessions with the Project Managers.
Project Management
Create initial proposal in partnership with Learning leads.
Building project costing and initial timing outline.
Deliver initial project development approach and refine with Project Managers.
Initiate the project briefing process and ensure the correct process is followed.
To lead initial client meetings, and assist team members with resolving project challenges and responding effectively to changing client needs.
To manage all Project Managers on client production negotiations that impacts on scope change.
To provide project updates to the Director of Operations and Sales Managers.
Actively monitors project risks/issues, escalates in timely manner and drives teams to effective solutions.
Skills / Competencies
Solid financial/commercial acumen and a strong focus on logistics (for scheduling and resourcing).
Must have the ability to lead and work with people within cross functional teams.
The ability to oversee and mentor the Project Managers in juggling multiple clients and projects at any given time.
A hands-on and professional approach with both clients and team members.
Confident communicator (good public speaker with excellent digital communications etiquette).
The ability to plan and strategize at a senior level.
Strong proposal writing and negotiation skills.
High attention to detail.
Minimum experience required
Minimum of 5-8 years’ experience as a Producer / Account Director/ Senior Project Manager with a proven track record in client engagement and retention.
Management experience of a team is essential.
Strategic as well as hands-on project/account management experience is essential.
Agency experience would be an advantage but not compulsory.
Strong leadership presence and leadership skills will be a differentiator.
Minimum qualifications/education
A Bachelor's degree or similar.
Production, project management or education background.
Qualification or certification in marketing, or project management.
Six Sigma Project Management Qualification would be a differentiator.
Who are you?Excellent client relationship, interpersonal and communication skills.
A systematic thinker who is confident, self-motivated, articulate and practical.
A very high level of resilience and the ability to perform consistently under pressure.
An aptitude for identifying and solving customer problems.
Able to quickly build rapport, credibility, and trust with prospective customers.
Why is this an amazing opportunity for you?
We have an entrepreneurial culture where daily you have the opportunity to shape and influence in every role
We are a global company and offer travel opportunities
We work with the best from around the world – we have over 25 nationalities in our team
We offer flexible hours from different locations
We have an aggressive growth strategy which offers constant opportunities for growth
We have a coffee culture – Bottomless coffee 24/7
We make a difference by enabling potential in over 1 000 000 and counting users
To be an A player at Lobster Ink you need to embody the following attributes:
Brave:At Lobster being brave means that you have the internal drive to progress the boundaries of your own capability, the courage to explore uncharted territory, and by expanding your perspective and stretching your capacity.
Caring:To care means to listen, communicate, understand, dovetail, call out accountability and act in respect.
Tenacious:At Lobster, we are relentless in the pursuit of our goals. We learn from setbacks, remain focused and never resign to mediocrity.
Inventive:At Lobster, we believe that inventive willpower is a renewable resource that breeds when it's shared. Our solutions push past complexity and strive for simplicity.
Purposeful:At Lobster, we act with intent. We are goal-oriented and experiment in a measured way to learn through experience. We are committed to continuous, iterative improvement for our customers and ourselves.
Together we remain humble but never the same. Distinctly Lobster.
