Protocol Furniture
Customer Project Delivery Manager
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Customer Project Delivery Manager
About Us
We're not your typical 30-year-old company. Yes, we've been around for three decades, but we still operate with the energy, pace, and ambition of a start-up. We're in an exciting phase of growth, evolving rapidly, and continuously looking for smarter ways to deliver exceptional outcomes for our clients.
We deliver bespoke contract furniture solutions for clients across the UK. We partner closely with interior design teams and work in harmony with visions and objectives to seamlessly integrate our furniture into design concepts.
Our culture is fast-moving, collaborative, and entrepreneurial. We work hard, support each other, celebrate success, and give talented people the opportunity to make a real impact.
As we continue to scale, we're looking for a dynamic Customer Project Delivery Manager who thrives in a fast-paced environment and wants to play a major role in shaping the next chapter of our business.
The Role
This is a hands-on leadership role overseeing the successful delivery of customer projects from the point a sale is secured through to final delivery. Working closely with our Area Sales Managers, suppliers, and customers, you'll lead a team of Project Managers who ensure every project is delivered on time, commercially successfully, and with an exceptional customer experience.
This is not an IT or PMO environment. Our Project Managers own the commercial delivery of customer projects, coordinating suppliers, managing timescales, resolving issues, and acting as the central point of contact throughout the customer journey.
You'll balance commercial priorities, operational delivery, and customer expectations, while continually looking for ways to improve how we deliver projects. You'll also lead the development of the team, embed consistent ways of working, and maximize the use of Zoho to improve visibility, reporting, and performance.
This role is key in driving process improvements, enhancing our use of Zoho CRM and Project Management modules, and establishing clear KPIs, SLAs, and performance standards across the team.
Team Leadership & Performance
- Lead, mentor, and develop a team of four Project Managers.
- Set clear objectives, KPIs, and SLAs across the customer project delivery team.
- Monitor team performance and drive continuous improvement.
- Support recruitment, training, and professional development initiatives.
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Customer Project Delivery
- Lead the delivery of multiple customer projects from quotation through to successful installation/delivery.
- Work alongside our Area Sales Managers to ensure a seamless transition from winning the business to delivering it.
- Coordinate suppliers, procurement, logistics, and customer communications throughout each project.
- Balance customer expectations, commercial outcomes, and delivery deadlines.
- Resolve issues quickly to keep projects moving and customers informed.
- Ensure customers receive an outstanding experience from order through to completion.
Commercial Management
- Drive strong commercial decision-making across projects.
- Monitor project profitability and identify opportunities to improve margins.
- Ensure commercial considerations are balanced with exceptional client service.
- Manage customer changes, project variations, and commercial risks while protecting customer relationships and project profitability.
Systems & Process Improvement
- Own and continually improve our customer project delivery processes and reporting.
- Maximize our use of Zoho CRM and project delivery modules.
- Develop dashboards, reporting tools, and performance metrics.
- Identify opportunities to improve efficiency, visibility, and collaboration across teams.
Stakeholder Management
- Build trusted relationships with customers throughout the delivery lifecycle.
- Support Area Sales Managers in delivering an exceptional customer experience.
- Act as the senior escalation point for customers, suppliers, and internal stakeholders.
You’ll probably be successful in this role if you’ve worked in areas such as
- Commercial project management
- Customer delivery
- Account management with project ownership
- Furniture, interiors, or manufacturing
- Procurement or supply chain
- Technical sales support
- Order fulfilment
- Design and build projects
What We're Looking For
- Proven track record of successfully delivering projects and leading project teams.
- Experience managing and developing high-performing teams.
- Experience working alongside sales, procurement, and operations teams to deliver customer projects.
- Strong commercial awareness and business acumen.
- Client-first mindset with exceptional stakeholder management skills.
- Ability to work effectively under pressure and manage competing priorities.
- Excellent organizational and time management skills.
- Strong analytical and problem-solving capabilities.
- Advanced Microsoft Excel skills.
- Experience using CRM and project management systems, ideally Zoho CRM and Zoho Projects.
- Excellent communication and presentation skills.
- A recognised project management qualification would be beneficial but isn't essential. We're more interested in experience leading customer-facing commercial projects and developing high-performing teams.
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What Success Looks Like
- Projects consistently delivered on time and within budget.
- High client satisfaction and repeat business.
- Strong team performance against KPIs and SLAs.
- Improved project management processes and reporting capabilities.
- Effective collaboration between Sales, Operations, and Project Management teams.
Why Join Us?
- Be part of an ambitious company entering its next phase of growth.
- Opportunity to genuinely shape and influence how we operate.
- Work with a talented and supportive team.
- Enjoy a fast-paced environment where great ideas are encouraged and rewarded.
- Make a real impact on a business with significant growth ambitions.
We are based in Maidenhead, we work on a hybrid basis with three days a week in the office.
We know that sometimes people don’t apply for a role if they think they can’t tick every box. But we realise the ‘perfect candidate’ may not exist. If you're excited about working for us and can do most of what we are looking for, go ahead and apply. You could be exactly what we need!
We recruit and develop employees who are the best suited to the requirements of the role, regardless of gender, ethnic origin, age, religion, sexual orientation, gender identity, or disability. If there are any adjustments we can make to the application or selection process so you can do your best, let us know. We will be happy to help.
We review applications as they are received and will arrange interviews with suitable candidates throughout the recruitment process. As a result, we may close the vacancy once we have identified the right candidate, so early applications are encouraged.
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Jessica, London
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