Senior Client Experience & Delivery Manager

TL;DR

Senior Client Experience & Delivery Manager: Leading end-to-end delivery of an employee benefits platform for clients with an accent on implementation delivery, process design, and client escalation management. Focus on building and scaling delivery teams, translating client requirements into build specifications, and coordinating testing, assurance, and issue resolution across the project lifecycle.

Company

hirify.global is a professional services advisory firm focused on pensions, employee benefits, and wealth advisory services.

What you will do

• Own the end-to-end client delivery experience from onboarding through exit/termination, driving best practices and process improvements.
• Plan client timetables and delivery schedules, including resourcing to meet deadlines.
• Design and lead delivery processes (people, technology, communication), including workshops to understand client business and benefit structures and translate requirements into build specifications.
• Oversee project/program management methodology across all stages, ensuring implementation best practices and coordinating User Acceptance Testing and issue resolution.
• Provide consulting on platform technical capabilities, create and monitor Service Level Agreements, and act as the client escalation point for technical queries/issues.
• Partner with Product leadership to drive innovation with minimal client interruption, and contribute to a new Target Operating Model to support scaling (on/near/offshore), plus mentor junior colleagues.

Requirements

• Proven experience delivering flexible benefits or similar employee benefits platforms.
• Agile PM and/or Prince2 (or equivalent) qualifications.
• Strong understanding of the human capital market ecosystem, including UK benefits, HR solutions, and payroll systems.
• Excellent organisational and people management skills, including experience setting up and operating teams under different operating models.
• Strong analytical and problem-solving skills with the ability to manage multiple tasks and meet deadlines in a fast-paced environment.
• Clear, confident communication with both technical and non-technical stakeholders, including managing complex escalations.

Culture & Benefits

• Hybrid, flexible approach to work to support work-life balance.
• Career development through an evolving client base and increasing responsibility.
• Training and development investment to expand skills and explore different career paths.
• Values-driven culture focused on quality, accountability, and delivering advice that matters.
• Inclusive and equitable workplace with equal opportunities for all candidates.