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Junior Global Programme Manager



Purpose and contribution to company strategy

The Global Programme Manager (GPM) is responsible for On-boarding, providing Support and Coordination of the participation of larger accounts (international contracts), as well as local participants. This role  focuses on the client’s experience and contributes to improving our operational excellence and scalability by strengthening capabilities of the Certification Cluster.

Key result areas and main activities

Successful On-boarding experience for our Participants

  • Host client specific Welcome Meetings with central contact in which the On-boarding process, plans and timelines are discussed (Welcome Calls with standalone/local participants)
  • Be the main point of contact for any communication regarding project plan and timelines or changes that may occur along the way
  • Escalate issues (concerns from clients) to Client Success Manager / Account Manager and other stakeholders where applicable (Timelines, seals not available, functionality in Portal not available)

Client specific Participation Plans

  • Agree with Global HR Auditor and client the desired Validation Approach  
  • Develop draft planning  (yearly dynamics client, availability client, centrally organized, timelines Top Employers Institute Program)
  • Signed off plan by client and Top Employers Institute (Approved by Client, Global Programme Manager, Global HR Auditor and Client Success)

Support throughout the client journey to enable the client to become self-supporting

  • Provide access to and support with the Top Employers Portal
  • Manage expectations and answers questions of clients where needed
  • Ensure that questions from our clients are logged within salesforce to ensure a good (historic) client understanding and ensure adequate follow up
  • Ensure general repetitive requests (tickets) are logged through the Portal, so that follows up on service tickets coming from the Portal can followed up immediately and adequately
  • Follow up on tickets coming from the Portal in time and adequately

Coordination of the participation of accounts in their portfolio

  • Ensures the required Welcome Meeting(s) take place (combined with local clients if needed for larger accounts)
  • Monitors progress per client throughout the submission process (welcome, started, completion, calibration, submission)
  • Acts and communicates where needed with the client or stakeholders

Continuous improvement contributions

  • Exchange best practices with the team(s) to optimise client experience
  • Pro-actively contribute to improvements with Client Success Manager, Certification Cluster and Marketing and Digital in terms of content, process, communication, etc. like for instance the Portal, FAQ, repetitive issues.

Competencies

  • Collaboration
  • Customer focus
  • Global perspective
  • Balance stakeholders
  • Plans and aligns
  • Ensures accountability
  • Communicates effectively
  • Organizational savvy
  • Situational adaptability

Our preferred candidate:

  • Bachelor degree with 1 to 3 years working experience
  • full-time is preferred, 80% contract is also acceptable
  • must be working within travel distance from the Amsterdam (the Netherlands) office
  • is fluent in English but must speak German at B2/ C1 level, other languages are a plus
  • has experience in planning activities
  • has experience in a client facing role
  • feels comfortable working in a team but is also ok working remotely