Head of Delivery

  • Full-time
  • Client Success Delivery
  • London

Job Description

intent.ly is seeking a Head of Delivery to join their London-based client success department. 


Reporting to the Client Success Director the successful candidate will be the main point of contact for all new and existing client campaign deliveries across the business. 


A typical day will involve overseeing all new client launches from the Business Development Team, alongside new campaigns being launched for existing clients to help enhance their overall ongoing strategy. The individual will need to be proactive to spot any challenges and put processes in place to turn this around against agreed SLA’s.



Role overview

A Head of Delivery is responsible for ensuring that campaigns launched are accurate and drive revenue for the company. As this is the first service point of call, the individual is responsible for providing a smooth transition throughout the campaign creation process from business development to client success. Exceptional attention to detail is required to ensure that all campaigns are launched in accordance with the agreed brief and that the end-user experience is perfected.


The Head of Delivery is expected to report back to the business on campaign launches against SLAs, initial revenue driven and also feedback on any challenges which held up campaign launches. The individual will work closely with the product team to enhance the user journey through the dashboard and deliver process improvements that support the delivery team’s effectiveness.



Responsibilities and Accountabilities

Responsibilities:


  • As Head of Delivery, you will be responsible for coaching and training other members of the delivery team.
  • You will be responsible for forecasting the integration impact on new business to existing figures and providing status updates as and when required to support management meetings. 
  • You will also be responsible for allocating clients within teams and successfully handing these over to the relevant CS contacts smoothly.
  • Ensuring excellence and compliance within the company’s use of CRM systems (currently Hubspot from an existing business perspective) for the receipt of campaign briefs and onboarding execution.
  • Feeding into the product and tech roadmap and sharing the latest client trends and requests via the customer feedback loop.
  • You will be responsible for achieving the SLAs aligned with the delivery team and reporting these back to the wider business. 
  • You will be responsible for working closely with the sales and pre-sales teams to determine and improve processes in place for streamlined delivery of campaigns. 



Accountabilities:


  • Sign off on all team’s activity before ‘go live’ - ensuring the CRM system is accurate and checklists have been completed.
  • You will be accountable for the performance of the delivery team as a whole aligned with SLAs when reporting back to the wider business.
  • You will be accountable for ensuring successful go-lives of all campaigns and therefore reducing the overall churn rate.
  • You will be accountable for campaigns tracking revenue in their first 24 hours and investigating and solving where required to ensure that there is no revenue lost. 


Perks

Besides being part of a dynamic and exciting team, intent.ly will also provide you with great work-life balance benefits to thank all of our employees for their hard work – some of these include:

   

  • Hybrid working (typically 3 days in the office, 2 remote working) 
  • Relaxed and Friendly Office atmosphere
  • Private meeting rooms are available for when you need “quiet time”
  • Regular company/team social activities
  • Have a lie-in on your birthday – or spend the afternoon celebrating – we give you half a day on us!
  • Babylon Private Health app - quick booking for any GP appointments 
  • We plant a tree for every client we put live (....we plant a lot of trees!) 


What are you waiting for? Come and join this exciting, fast-growing team.