Programme Manager - Client Experience (Full Time Remote, UAE)

Programme Manager - Client Experience (Full Time Remote, UAE)

• Position: Full-time employee

• Location: Hybrid (Middle East-based - Dubai, Abu Dhabi or Saudi), with regional and occasional international travel

• Reports to: Practice Leader

Infopro Learning is seeking an experienced Programme Manager - Client Experience to join our EMEA consulting practice based in the Middle East in a strategic hybrid role. This position uniquely combines programme management excellence with client experience leadership, overseeing learning solution portfolios while serving as a trusted advisor and primary advocate for our enterprise clients across the region.

As the Programme Manager - Client Experience, you will support creative learning studios that deliver innovative learning solutions to Fortune 500 companies, while simultaneously driving account growth, ensuring exceptional client satisfaction, and maintaining comprehensive operational and financial oversight.

Strategic Client Partnership & Growth

• Serve as the primary client advocate and trusted advisor to senior stakeholders and key decision-makers across your account portfolio

• Build and maintain strategic relationships that drive long-term partnership value and client retention

• Lead account growth initiatives through cross-selling, upselling, and strategic planning aligned with client business objectives

• Conduct Quarterly and Yearly Business Reviews (QBRs/YBRs) to assess performance, demonstrate value, and identify expansion opportunities

• Negotiate service agreements and ensure contractual obligations are met while identifying new revenue streams

Programme & Portfolio Management

• Oversee a portfolio of creative learning studios (account teams), ensuring strategic alignment with client goals and business objectives

• Develop and maintain comprehensive strategic plans forecasting financial resources and personnel allocation across your accounts

• Translate strategic business goals into actionable short-term targets, ensuring initiatives are executed to yield expected results

• Utilize advanced project and programme management methodologies to deliver complex, multi-service line programmes

• Ensure proper project initiation, governance frameworks, and execution standards are maintained across all engagements

Client Experience Excellence

• Ensure seamless, world-class client experiences across all touchpoints and service delivery

• Support project managers and creative studios to ensure SLAs, quality standards, and governance requirements are consistently met

• Proactively identify and mitigate risks, resolve challenges, and implement preventive measures

• Ensure CSAT insights and data are obtained, reviewed, and actioned each quarter in partnership with studio teams

• Lead change management efforts to ensure smooth transitions and minimal disruption to client operations

Operational & Financial Leadership

• Maintain comprehensive P&L accountability including revenue protection, gross margin optimization, and cost management

• Drive profitability and long-term account performance through data-driven decision-making and performance optimization

• Innovate solutions, processes, and automation to enhance operational efficiency and client value realization

• Oversee account reporting, performance tracking, and financial forecasting for your portfolio

• Partner with the PMO COE and functional leaders on resource management and capacity planning

Studio Support & Collaboration

• Partner with and support project managers within creative studios, fostering a high-performance culture

• Provide strategic coaching to help project managers identify risks, overcome obstacles, and create efficiencies

• Act as an advisor to project teams, providing guidance, tips, and best practices to enhance delivery excellence

• Work collaboratively across multiple functions and geographies to ensure unified service delivery

• Support team development initiatives while enabling project managers to maintain appropriate autonomy

Programme Reporting & Communication

• Develop and implement robust reporting frameworks providing real-time insights into programme status, risks, and opportunities

• Stitch together projects and teams from multiple service lines to present a unified view to clients and stakeholders

• Ensure clear, effective communication across all organizational levels and with clients, enhancing transparency and engagement

• Use data analysis and insights to drive strategic solutions and optimize account performance

Requirements

What Makes You a Fit

• Minimum 10+ years of relevant industry experience in Learning & Development

• At least 6 years in a leadership role managing complex projects, programmes, and enterprise accounts within the learning industry

• Proven track record of leading revenue and profitability for enterprise accounts, including account expansion initiatives

• Demonstrated experience in P&L management, strategic account planning, and operational excellence

• Experience supporting and collaborating with high-performing teams across different geographies and time zones

Skills & Expertise

• Strong relationship-building capabilities with ability to serve as a trusted advisor to C-suite and senior stakeholders

• Proven experience driving account growth through cross-selling, upselling, and strategic planning

• Exceptional communication, negotiation, and stakeholder management skills with a consultative approach

• Strong analytical skills and data-driven decision-making capabilities

• Excellent problem-solving abilities with proactive conflict resolution skills

• Ability to manage multiple competing priorities and complex client engagements consistently

• Experience working effectively in virtual environments supporting teams across time zones

• Strong coaching and influencing skills with ability to support teams without direct reporting relationships

Education & Certifications

• Bachelor's degree required

• Project Management, PMP, or PgMP Certification highly desirable (equivalent experience will be considered)

Desired Competencies

• Strategic and innovative thinker with an entrepreneurial, growth-oriented mindset

• Client-centric leader passionate about building lasting relationships and delivering exceptional experiences

• Agile and responsive to client and market needs with strong change management capabilities

• Collaborative partner able to work across functions and influence without direct authority

• Quality-focused with commitment to zero-defect delivery and exceeding client expectations

• Culturally aware with ability to navigate diverse Middle Eastern business environments

• Results-driven with focus on revenue protection, profitability, and measurable outcomes

• Skilled advisor and coach who empowers others to excel while maintaining strategic oversight

Why Join Infopro Learning?

This is a unique opportunity to shape client experience and programme excellence in the dynamic Middle East market. You'll work with Fortune 500 companies, support talented teams, drive meaningful business impact, and build strategic partnerships that create lasting value. If you're excited about combining operational excellence with client advocacy to drive growth and make a direct impact, we want to hear from you!

Apply today and let's create incredible experiences together!

Highlights

You'll work with Fortune 500 companies, support talented teams, drive meaningful business impact, and build strategic partnerships that create lasting value.