Progressive Property
Programme Manager
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Reports To: Operations Director
Role Overview
The Programme Manager is responsible for the health, growth and retention of assigned mastermind and masterclass programmes. This role owns the customer success lifecycle from onboarding through renewal, driving net programme growth through proactive relationship management, structured renewal conversations and systematic upsell capture.
Location
Office Based - 5 days at our Head Office in Peterborough, Cambs
Global brand vision
- To help as many people on the planet get better financial knowledge (Make, Manage & Multiply Money).
- To become the world's leading authority on money by 2030
Brand values
Progressive, innovative, personal (& Disruptive). If you don't risk anything, you risk everything
Key Result Areas
- Own the health and perceived value of assigned mastermind and masterclass programmes, ensuring client satisfaction and programme quality.
- Drive net programme growth through proactive renewal conversations, upsell capture and churn reduction.
- Deliver structured customer success across the full lifecycle, not just event days.
- Demonstrate commercial drive by identifying upsell opportunities and working across departments to maximise programme value.
- Develop professional relationships with clients that result in stable, long-term retention and referrals.
Strategic
- Partner with trainers and internal experts to ensure programme content remains current, valuable and aligned with client expectations.
- Ongoing management and growth of existing continuation programmes, masterminds and masterclasses.
- Conduct structured 90-day pre-expiry renewal conversations to capture renewals systematically.
- Deliver mid-programme check-ins to identify issues before they become cancellations or refund requests.
- Identify clients ready for the next tier and facilitate structured upsell capture in coordination with Sales.
- Monitor programme quality and work with trainers to address any drift in content or delivery standards.
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Operational
- Maintain accurate records of client interactions, renewal status and programme health in Salesforce.
- Produce KPIs with supporting analysis and report on programme performance, highlighting areas for ongoing growth and improvement.
- Liaise with internal departments including Sales, Account Management and CDT to ensure alignment on client status and opportunities.
- Manage client communications across email and WhatsApp, ensuring timely responses and consistent service standards.
- Attend weekly capacity and VIP meetings to flag renewal-critical or high-risk attendees to the wider team.
- Proactively troubleshoot and resolve issues affecting client satisfaction before they escalate.
- Develop professional relationships in all aspects of the position that result in stable, consistent and courteous communication with clients and colleagues.
Experience – traits & character
- Experience in customer success, account management or client relationship management.
- Proven ability to retain and grow client relationships over time.
- Ability to problem solve and work independently in a fast-paced environment with competing priorities.
- Excellent organisational, planning and time management skills.
- Proven ability to take direction and work collaboratively with teams and colleagues.
- Ability to influence and coordinate the efforts of other team members in support of achieving programme goals.
- Demonstrated ability to identify commercial opportunities within existing client relationships.
- High level of verbal and written communication skills.
- High level of IT competence is preferred however training will be provided.
- This role operates primarily during business hours. Occasional attendance at key programme events may be required.
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Our Company
Culture values
Brave, Ownership, Agile, Team Work, Open Mindedness, Resourceful, Passionate & Continual Development
Culture statement
- Progressive is an autonomous, dynamic culture, where we are empowered to own our decisions and act according to the values.
- We take responsibility for mistakes, own them, and see failure not as failure but as valuable lessons.
- We are a united team who support each other, and are resourceful and creative.
- We have an open office and energetic atmosphere, holding each other accountable to results.
- We share what we know and train up others so they can progress their career.
- We are open, respectful and give feedback privately.
- We are agile, flexible, and we act and communicate quickly, striving for excellence and celebrating our successes.
- We attract people who value their career highly, love a challenge, are resilient, value longevity, brush off rejection, are adaptable, solution focused & productive under pressure.
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