Engagement Lead - London, United Kingdom - Vaimo

Description

Vaimo focuses on helping online store owners achieve digital sales success.

At Vaimo we position ourselves as one of the top Magento solutions providers in the world, and we've helped more than 500 online store owners move their businesses forward without compromise.

As an Engagement Lead at Vaimo, you will have a central role in our pursuit to drive success in digital commerce. You will have broad responsibility that requires strong leadership skills, structure, creativity, and the ability to identify the most efficient solutions for our clients.
You will be responsible for delivering projects from start to finish, managing both internal and external stakeholders.

You will work closely with our external clients, Vaimo leadership, and development teams to deliver high-quality results for Vaimo and our clients.

The Engagement Lead is a senior profile overseeing a portfolio of high value client projects. You will leads a team of project managers, each of whom is assigned to one or more projects within your "project portfolio."

Working with the project managers in their team, the Engagement Lead oversees the commercial growth - and ensures the successful execution of - the projects in their portfolio.

This includes all project delivery processes - such as planning, forecasting, invoicing, project health etc.


You will achieve healthy, profitable projects, high levels of Client Satisfaction, and an engaged team of project managers. In some circumstances you may also simultaneously play a project or programme manager role - but this is context specific.
You will be commercially oriented, and actively seeks opportunities to upsell to his/her portfolio of clients. The client should NOT perceive this person as "sales hungry".

We want the client to perceive this person as a trusted adviser, who understands the client's business and industry, and is able to contribute to commercial discussions.

Key Responsibilities:

1. Achieve healthy projects, low write-offs and satisfied clients

• Regularly monitor the health of the project portfolio, and the satisfaction levels of the assigned clients
• Work with each project manager to define a list of actions aimed at stabilising/increasing project health, and client satisfaction
• Hold project managers accountable for this list of actions. Assist where required.
• Where necessary, provide very direct support to the project managers in your team. Examples include (but are not limited to) running/contributing to a Quarterly Business Review, facilitating difficult client/team discussions, and managing a project while your project manager is on vacation

2. Lead a profitable, growing project portfolio

• Track and understand the profitability levels of your project portfolio
• Take steps to improve the profitability of your project portfolio (without unnecessarily sacrificing client satisfaction or team engagement)
• Actively seek opportunities to upsell to your project portfolio

3. Monitor and increase the employee engagement and satisfaction of your direct reports**- Actively track the eNPS of project managers within your team, and determine WHY eNPS is decreasing or increasing

• Formulate a plan to solve the problem of decreasing eNPS. Execute.
• If eNPS is decreasing because of something in Vaimo's delivery methodology, proactively disclose this to the Operations Manager and Head of Delivery so that they can contribute to solving it

4. Find, onboard, and train NEW project managers

• Identify the gaps in your project management team
• Work together with the Planning Manager to determine how many new project managers you need, and by when Lead and facilitate the onboarding of new project managers.

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5. Train, coach and develop your team of project managers in Vaimo's delivery methodology, and the _Client Success Programme_*

• Ensure that project managers understand the "what" and the "why" behind Vaimo's delivery methodology. Provide regular training.
• Monitor compliance to Vaimo's delivery methodology
• Coach project managers in strategies and tactics for resolving with delivery challenges
• Coach project managers in the "how" and the "why" of the _Client Success Programme_. Hold them accountable for executing their part in the programme.
• Set personal and development goals for all project managers in your team, and regularly review these as part of your 1on1s.

Measures of success for this role:

1. Achieve healthy projects, low write-offs and satisfied clients
Several metrics will be used to determine whether you are succeeding in this role.
This role will be measured on both
lag and
lead measures:


Lag measures will include:

• Client Satisfaction (NPS)
• Employee Engagement (eNPS) of the project managers in the EL's team
• Project portfolio growth
• Project portfolio profitability

Project portfolio chargeability


Lead measures will include:


1. Project Health

• M