Senior Client Relationship Executive

At The Institute of Chartered Accountants England & Wales (ICAEW), you'll be part of an organisation that's shaping the future of business, finance and the accountancy profession on a global scale. Our bold 2030 Strategy puts members, innovation, sustainability and trust at the heart of everything we do; creating an exciting, forward-looking environment where your work has real impact. We invest in our people through our benefits package, continuous development and a supportive, inclusive culture that empowers you to grow and thrive. If you're looking for a role with purpose, influence and opportunity, ICAEW is a place where your future can truly take shape.

We're looking for a Senior Client Relationship Executive to join our team in London on a permanent basis. This role offers a salary of £41,000 and a hybrid working pattern of 2 days in the office and 3 days from home each week.

What you will be doing;

• Lead the end-to-end delivery and quality of your assigned in-house client and leadership programmes, taking greater ownership of complex, high-profile or commercially important deliveries. Develop and manage delivery plans, timelines, budgets, risks and key milestones, resolving issues independently, escalating material risks where appropriate, and acting as the point of escalation for more complex programme, participant or supplier issues.
• Oversee programme budgets, costs, financial management and reporting, and take ownership of Academy financial tracking to support P&L accuracy, cost control and margin visibility. Partner with the Finance Business Partner on monthly reporting, forecasting, margin reviews and performance discussions, and analyse programme performance, participant feedback and delivery outcomes to share insight and recommendations that improve quality and commercial performance.
• Build in-depth relationships with existing clients through programme delivery, understanding their needs, sector and wider organisational context. Proactively spot opportunities to grow accounts and work with the relevant Business Development Manager to develop them into wider or strategic partnerships: sharing client insight, collaborating on account plans and learning pathways year on year, and inviting key clients to Academy and ICAEW events, briefings and networking opportunities.
• Take responsibility for recruiting participants onto the Academy's leadership programmes, converting assigned leads and warm prospects through proactive follow-up, calls, email, briefings, events and consultative sales meetings, recommending the right programme and supporting them through to registration. Maintain an accurate pipeline (enquiry status, conversion, capacity and expected revenue), contribute to agreed recruitment, conversion and revenue targets, report progress and risks, and warm-handover any wider organisational or bespoke training opportunities to the Business Development Manager, who retains ownership of the account.
• Maintain strong day-to-day relationships with clients and participants throughout delivery, ensuring a consistently high standard of service, and work closely with Business Development for a smooth handover from sale to delivery. Build and maintain relationships with trainers, coaches, mentors, facilitators and other suppliers, recruiting and onboarding new suppliers where required, and use participant, client and supplier insight to improve programme experience, content and delivery, referring wider commercial opportunities to Business Development.
• Collaborate with teams across the Academy (including Business Development, Marketing, Public Courses and Finance) and ICAEW to streamline and improve programme content, materials, administration, communications, recruitment processes and reporting, working with trainers and facilitators to evolve content using participant feedback and market insight. Represent and cross-promote Academy programmes at ICAEW events and initiatives to generate leads, operate with a high degree of autonomy and sound judgement, share best practice with and support the Client Relationship Executive, and contribute to the Academy's growth plans and a commercially focused team culture.