Job Description _________________________________________________________________________

SAID BUSINESS SCHOOL

Job title Senior Client Director

Division Social Sciences

Department Oxford Saïd Business School Ltd

Location Egrove Park, Kennington and Park End Street, Oxford

Grade and salary Competitive

Hours Full time

Contract type Permanent

Reporting to Director of Custom Programmes

Overview of the role The Senior Client Director will:

• Be a member of the Custom Management Team responsible for setting the strategic direction of custom executive education.

• Act as a peer and critical friend to associates fellows and faculty in their capacity as programme directors with in the CEE portfolio.

• The Senior Client Director will provide oversight, challenge and support to other programme directors in the design and development process for CEE.

• The Senior Client Director will be accountable for the quality and impact of the educational interventions provided to Custom clients.

• The Senior Client Director will be responsible for building partnerships with third parties to enrich the quality and impact of the education provided within the custom portfolio.

• Drive innovation in delivery models, organisational development, and experiential learning, enabling SBS to operate at the frontier of customised executive education.

• Be responsible for the line management and professional development of a team of Client

Directors, driving excellence in pedagogical approaches to the delivery of Custom Executive Education.

• Be considered an expert in area of special interest (thematic interest; industry/market

alignment; delivery channel).

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Bring to bear and build expertise in complex, multidimensional engagement delivery. This could include management of cascade architectures or multiple programmes to support transitional or transformational work with clients.

Ensure quality standards in the management of client relationships by leading/contributing to and participating in engagement reviews, client care reviews and design reviews

Delivery of custom executive education as an educator, OD practitioner, or coach;

Prospecting and building opportunities within existing client base and target clients and markets; as well as driving the activity of the internal client director population.

Directing the response to formal opportunities through the development of proposals and pitch materials in collaboration with the Bid Management team;

Leading matrixed client account teams providing an overview and ownership of the programme architecture, and quality of custom executive education delivered to the client;

Execute and direct the account and business planning and review processes. Supporting, and enabling the execution of the:

o Executive education business plan and commercial strategy; o Clients and markets strategy; o The distinctive client experience for custom executive education; o Client care reviews; o Design review process;

Leading and engage in communities of practice.

Competencies and Expertise Required The full ranges of competencies are set out below, the focus and coverage of the Senior Client Director will change

and evolve over time.

Specialist expertise The Senior Client Director will:

Be expected to develop one or more areas of special interest (e.g industry alignment, thematic area of interest or delivery model) and become recognized internally and externally as a subject matter expert.

Lead and contribute to communities of practice and centres for excellence. They will act as a subject matter expert to other client engagements, bids and wider fora within the school.

Harness appropriate tools and resources to keep up to date on current industry/client issues, attending CPD activities to maintain and extend understanding of client and industry issues

Apply industry knowledge to account planning and prospecting activities

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Share knowledge and builds capability in others to deliver insight to clients.

Apply specialist knowledge to the design, delivery and evaluation of the effectiveness of custom executive education interventions.

Service offering and market awareness In the context of client requirements and area of specialization the role holder will be expected to use and extend their internal and external professional network to:

Actively curate own and others understanding of SBS's value proposition for executive education and scope of services offered by the school to client organisations. Understand wider scope of services we are able to offer utilising colleagues more widely from the university of oxford, associates, and other partners.

Drive innovation and renewal in supplier base of internal and external custom executive education contributors. Propose extensions and innovations to custom executive education service offering.

Design, innovation, and evaluation of custom executive education interventions The Senior Client Director will:

Apply a sophisticated understanding of the client/industry and custom executive education market to support diagnosis and needs analysis of client requirements.

Be aware of the range of typical individual and organisational needs that custom executive education must address and the learning methods and processes that are required to deliver an effective learning experience

Curate the assets of custom executive education, SBS, Oxford University and wider market to design innovative and leading edge transitional or transformational learning architectures which are appropriately scoped to meet client requirements. Bundles and orchestrates the most appropriate custom executive education and custom executive education resources and contributors, including relevant faculty. Direct the development of custom executive education materials to support client delivery.

Be responsible for the delivery of custom executive education as an, educator, OD practitioner or coach.

Monitor the transfer of learning and identify opportunities for impact research

Be proactive in managing and assuring the quality of custom executive education delivery. Lead work to enhance the quality of custom executive education, and innovate and extend service offerings within client engagements

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Lead the development of case studies securing relevant participation and sign off from client organisation,

Client service and client relationship management The Senior Client Director will:

Engage at with business sponsors, hr directors, and heads of L&D in client organization, acting as a critical friend and trusted advisor by providing challenge and advice in relation to custom executive education design/delivery/evaluation to further the achievement of the clients over-arching business objective which has underpinned the commission of SBS services

Lead in setting of scope. Coordinate activities of different teams/resources to successfully deliver custom executive education. Facilitate client agreement on progress and decisions. Embraces change in the delivery of custom executive education engagements.

Engagement team briefing: ensure engagement team and contributors are fully briefed on the design and learning architecture. Ensure all contributors are fulfilling their roles and responsibilities for the programme/engagement.

Engagement materials: identify client and contributor requirements to define/develop appropriate teaching materials and other assets (e.g. Handbooks) required to support the successful delivery of custom executive education services. Ensure that materials meet expectations and actively solicit feedback on programme materials and identify opportunities for continuous improvement

Use formal and informal methods to obtain regular assessment of SBS' delivery of custom executive education and approach to client relationship management. Quickly take action to improve custom executive education design/delivery based on client input. Ensure any issues with design, delivery, evaluation or contract management are resolved in a timely manner. Work in collaboration with the client to negotiate acceptable solutions to any issues.

Promote a client focused, professional, empowered and purposeful culture delivering custom executive education of the highest quality and professional standards, delivering our commitment to a distinctive client experience.

Be proactive in building and maintaining relationships with key client personnel and sharing SBS' value proposition, identifying opportunities to cross sell and create opportunities for impact research.

Actively listen for market opportunities on current client engagements and shares intelligence with custom executive education team.

Direct the client engagement team to deliver exceptional custom executive education, maintaining a good understanding of the criteria that affect the executive education rankings. Support custom executive education to adopt and embed a culture of continuous improvement, leading by example in demonstrating a receptiveness to feedback and a willingness to change ways of working and service delivery

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Generate innovative ideas as to how custom executive education service offering can be improved and extended

Work with client to enable them to understand their responsibilities in realising the benefits from their investment in custom executive education with SBS.

Alumni relationships The Senior Client Director will:

Leverage alumni relationships as a route to market for custom executive education. Identify relevant alumni to target to support execution of clients and markets strategy and eminence building activities.

Sustain alumni relationships to support evaluation of impact of custom executive education services

Actively target alumni in professional networking activities

Harness CRM and other tools to identify presence of alumni in existing/prospective client organisations who may be able to formally/informally support sales process

Building the market, opportunity pursuit Networking and prospecting

Professional networking: actively participates in custom executive education, school and industry events. Actively expands relevant internal and external professional contacts.

Use professional network within the school, clients and wider market to harness soft intelligence and gain leads to pursue. Actively use network to prospect for opportunities proactively working with existing and target clients to develop custom executive education opportunities.

Attends client/industry networking events/conferences proactively sharing SBS' value proposition with contacts

Is confident undertaking an assessment of client needs? Acts as a trusted advisor to clients guiding and supporting them in identifying their needs and suggests appropriate L&D and od interventions

Account planning

Utilise Miller Heiman approach to plan and manage client accounts and identify addressable market opportunities

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Contribute to the development of account plans for clients spanning several years and with the intention to broaden the client revenue streams to include other custom executive education services and wider school offerings.

Actively contribute to the management of the client account in line with the schools strategy, custom executive education business plan and commercial strategy. Co-ordinate and engage colleagues in the active and co-ordinated management of client relationships and execution of account plan. Hold others to account in undertaking actions

Building reputation and awareness of SBS and custom executive education in the marketplace

Support SBS to build eminence in the market place by participating in conferences and external associations that enhance SBS' reputation and awareness of our brand and service offering.

Identifies opportunities within client relationships and engagements to foster research opportunities and partnerships between faculty and client organisations.

Through account planning and networking identify opportunities for (impact) research.

Lead and contributes to the development of propositions, case studies and other market valued collateral that positions SBS in line with its strengths and reputation

Contributes to award submissions and facilitates client contribution and engagement in the case study/award submission process

Understanding the market: keep abreast of market trends and competitor behaviour and market position.

Partnership development: use professional network and market insight to identify organisations for teaming/partnering/engaging as subcontractors to fulfil client requirements and to extend and innovate our service offering

Business development, client pursuit, sales and management of risk

Engage in and lead where appropriate market building activities. This may include leading/participating in business development missions, designing and hosting prospective client visits

Directing the response to formal opportunities through the development of proposals and pitch materials. Confident navigating complex multistage procurement processes and assembling appropriately scoped and commercial viable responses

Is aware of different types of risk and understands client specific obligations in the management of risk and communicates this to other relevant internal and external personnel.

Other responsibilities

Citizenship: Contribute and input in team, departmental and school wide projects. Carry out any duties delegated or request by the CMT

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Organisational and personal development

Monitors self against custom executive education development framework, identify opportunities to develop self.

Encourages others to set challenging targets, mentoring and building capability in client engagement and account teams. Is able to defer personal needs to assist others in meeting theirs when appropriate

directs/contributes to/ and supports knowledge sharing in the custom executive education community

Management responsibilities:

As the Senior Client Director, you will have line management responsibility for Client Directors. This will require you to oversee and manage their development, training and Personal Development Review (PDR) process. Hold one to one meetings with your team to ensure that relevant work and personal objectives are set and reviewed. Request and collate 360 feedback to use as part of their ongoing development.

Schedule annual leave and manage sickness levels for your team, whilst maintaining appropriate staffing levels to ensure best practice client and project support and allocation of work

Selection criteria

Essential

1. Evidence of strong coverage across key skills and requirements across specifications 2. Demonstrable experience of designing transitional or transformational or other learning

architectures scoped to meet client requirements 3. Previous experience of delivery of custom executive education as an educator, od practitioner,

or coach 4. A track record of success in business development at a senior level, with demonstrated ability to

identify, establish and maintain relationships with senior executives 5. Commercially astute; experienced at managing budgets and familiar with general commercial

contract terms and conditions 6. An outstanding track record of innovative Executive Education teaching in an international

context 7. Demonstrable experience of effective programme design and delivery, across a number of

disciplines and topic areas 8. Strong leadership skills necessary to enable delivery of programmes within a complicated

operational matrix 9. Willing to travel internationally to deliver custom programmes and to attend events and client

visits 10. Experience of working in management education or the higher education environment

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11. Outstanding oral and written communication skills with experience of writing and presenting proposals

12. Experience in managing high level colleagues and partnering with internal and external stakeholders – specifically a diverse group of faculty and other professionals

13. Guiding strategy in an executive education setting or similar environment 14. Relevant equivalent post-graduate or relevant professional qualification

Desirable 1. Familiarity with the Custom Programmes environment including the bid process, the contracting

process and event delivery process and the way in which responsibilities are shared across Custom Programmes.

2. Well-networked within the Executive Education community

3. Established builder and leader of networks

4. Sensitive and persuasive negotiator

About the University of Oxford Welcome to the University of Oxford. We aim to lead the world in research and education for the benefit of society both in the UK and globally. Oxford’s researchers engage with academic, commercial and cultural partners across the world to stimulate high-quality research and enable innovation through a broad range of social, policy and economic impacts. We believe our strengths lie both in empowering individuals and teams to address fundamental questions of global significance, and in providing all of our staff with a welcoming and inclusive workplace that supports everyone to develop and do their best work. Recognising that diversity is a great strength, and vital for innovation and creativity, we aspire to build a truly diverse community which values and respects every individual’s unique contribution. While we have long traditions of scholarship, we are also forward-looking, creative and cutting-edge. Oxford is one of Europe's most entrepreneurial universities. Income from external research contracts in 2014/15 exceeded £522.9m and ranked first in the UK for university spin-outs, with more than 130 spin-off companies created to date. We are also recognised as leaders in support for social enterprise. Join us and you will find a unique, democratic and international community, a great range of staff benefits and access to a vibrant array of cultural activities in the beautiful city of Oxford. For more information please visit www.ox.ac.uk/about/organisation

Saïd Business School Saïd Business School blends the best of new and old. We are a vibrant and innovative business school, but yet deeply embedded in an 800 year old world-class university. We create programmes and ideas that have global impact. We educate people for successful business careers, and as a community seek

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to tackle world-scale problems. We deliver cutting-edge programmes, including the highly regarded MBA, Executive MBA, a number of specialist MScs, a portfolio of custom and open programmes, and accredited diplomas for executives, and we undertake ground-breaking research that transform individuals, organisations, business practice, and society. We are an international and outward looking School with our programme participants coming from more than 50 countries.

We seek to be a world-class business school community, embedded in a world-class University, tackling world-scale problems.

Further information about Saïd Business School is available at www.sbs.oxford.edu

Social Sciences

The School is a department within the Social Sciences Division, one of four academic Divisions in the University, each with considerable devolved budgetary and financial authority; and responsibility for providing a broad strategic focus across its constituent disciplines.

The Social Sciences Division represents the largest grouping of social sciences in the UK: home to a number of outstanding departments and to the internationally ranked Law Faculty; all are committed to research to develop a greater understanding of all aspects of society, from the impact of political, legal and economic systems on social and economic welfare to human rights and security. That research is disseminated through innovative graduate programmes and enhances undergraduate courses. For more information please visit http://www.socsci.ox.ac.uk/

Executive Education at Saïd Business School The School incorporates the Executive Education activities of Oxford University. In recent years our Executive Education activities have grown substantially and we are on track to become a top 5 global provider of Executive Education. Rated by the Financial Times in 2014 as the UK’s #1 provider of Executive Education, and ranked #10 globally, the School offers two types of executive management programmes: open programmes available to managers irrespective of organisation, and custom programmes commissioned by organisations for their executives. The School provides unique learning solutions for high profile clients and prides itself on its outstanding customer focus. For more information please visit http://www.socsci.ox.ac.uk/

How to apply

If you consider that you meet the selection criteria, please submit your application to vacancies@sbs.ox.ac.uk

Applications must consist of the following:

a curriculum vitae

a covering letter explaining how the candidate meets the eligibility and selection criteria (no more than 1-2 pages)

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The supporting statement should explain your relevant experience which may have been gained in employment, education, or you may have taken time away from these activities in order to raise a family, care for a dependant, or travel for example. Your application will be judged solely on the basis of how you demonstrate that that you meet the selection criteria outlined above and we are happy to consider evidence of transferable skills or experience which you may have gained outside the context of paid employment or education. Please save all uploaded documents to show your name and the document type. All applications must be received by midday on the closing date stated in the online advertisement. If you have any further queries, please contact us by telephoning +44 (0) 1865 288504 or by emailing vacancies@sbs.ox.ac.uk.

Information for priority candidates

A priority candidate is a University employee who is seeking redeployment because they have been advised that they are at risk of redundancy, or on grounds of ill-health/disability. Priority candidates are issued with a redeployment letter by their employing departments. If you are a priority candidate, please ensure that you attach your redeployment letter to your application (or email it to the contact address on the advert if the application form used for the vacancy does not allow attachments)

Important information for candidates

Pre-employment screening

Please note that the appointment of the successful candidate will be subject to standard pre-employment screening, as applicable to the post. This will include right-to-work, proof of identity and references. We advise all applicants to read the candidate notes on the University’s pre-employment screening procedures, found at:

www.ox.ac.uk/about/jobs/preemploymentscreening/.

The University’s policy on retirement

The University operates an employer justified retirement age for all academic and academic-related posts (grade 6 and above), for which the retirement date is the 30 September immediately preceding the 68th birthday. The justification for this is explained at: www.admin.ox.ac.uk/personnel/end/retirement/revisedejra/revaim/. For existing employees any employment beyond the retirement age is subject to approval through the procedures: www.admin.ox.ac.uk/personnel/end/retirement/revisedejra/revproc/

There is no normal or fixed age at which support staff in posts at grades 1–5 have to retire. Support staff may retire once they reach the minimum pension age stipulated in the Rules of the pension scheme to which they belong.

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Equality of Opportunity

Entry into employment with the University and progression within employment will be determined only by personal merit and the application of criteria which are related to the duties of each particular post and the relevant salary structure. In all cases, ability to perform the job will be the primary consideration. No applicant or member of staff shall be discriminated against because of age, disability, gender reassignment, marriage or civil partnership, pregnancy or maternity, race, religion or belief, sex, or sexual orientation.

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Benefits of working at the University

Training and Development A range of training and development opportunities are available at the University. Further details can be found at www.ox.ac.uk/staff/working_at_oxford/training_development/index.html.

For research staff only: Support for Research Staff There is a particularly wide range of support for career development for research staff. Please visit: www.ox.ac.uk/research/support-researchers to find out more.

Pensions The University offers generous occupational pension schemes for eligible staff members. Further details can be found at www.admin.ox.ac.uk/finance/epp/pensions/pensionspolicy/.

Information for international staff (or those relocating from another part of the UK) A wealth of information is available on the University's International Staff website for staff who are relocating to Oxford from abroad, at www.admin.ox.ac.uk/personnel/staffinfo/international/.

The University of Oxford Newcomers' Club The Newcomers' Club is aimed at helping partners of newly-arrived visiting scholars, graduate students and academic members of the University to settle in and to meet people in Oxford.

Transport schemes The University offers a range of travel schemes and public transport travel discounts to staff. Full details are available at www.admin.ox.ac.uk/estates/ourservices/travel/. University Club and University Sports Facilities The University Club provides social, sporting and hospitality facilities. It incorporates a Club bar, a cafe and sporting facilities, including a gym. See www.club.ox.ac.uk for all further details.

University staff can use the University Sports Centre at discounted rates, and have the chance to join sports clubs. Please visit www.sport.ox.ac.uk/oxford-university-sports-facilities.

Childcare and Childcare Vouchers The University offers quality childcare provision services at affordable prices to its employees. For full details about the services offered, please visit www.admin.ox.ac.uk/childcare/. NB: Due to the high demand for the University’s nursery places there is a long waiting list.

The University also offers nursery fee payment schemes to eligible staff as an opportunity to save tax and national insurance on childcare costs. Please visit www.admin.ox.ac.uk/childcare.

Disabled staff The University is committed to supporting members of staff with a disability or long-term health condition and has a dedicated Staff Disability Advisor. Please visit www.admin.ox.ac.uk/eop/disab/staff for further details.

BUPA - Eduhealth Bupa Eduhealth Essentials private medical insurance offers special rates for University of Oxford staff and their families www.eduhealth.co.uk/mini-site/.

All other benefits For other benefits, such as free entry to colleges, the Botanic Gardens and staff discounts offered by third party companies, please see www.admin.ox.ac.uk/personnel/staffinfo/benefits/.