Head of Customer Education

We are on a mission to improve the world of work, technology and people, building products and services to help solve our customers' people–related challenges now and in the future.

We design software to make processes easier, create apps to foster engagement, support organisations to get better insights from their data and much more for over 1200 organisations across the UK and Ireland.

Our?4–core?values Sustainability, Trust,?Collaboration?and Innovation have been the?drive to MHR's success. This starts internally within our business by putting our colleagues and customers at the?forefront?of everything we do.?

Be part of our mission, join MHR and help shape the world of work.

What you'll be doing

We are looking for a dynamic business leader with a background in delivering excellence in all forms of Customer Education from LMS Software, Content, E–Learning Subscriptions and ILT. This exciting, varied senior role will lead a team and own the learning strategy for the MHR business, covering our award winning propositions across Finance, HR & Payroll, Analytics and plus learning content from all sectors.

You will lead the development and execution of all of MHR's customer education revenue generation, that includes ILT (Instructor Lead Learning), E–Learning Software and E–Learning Content and subscriptions.

Responsible for all P&L aspects of Customer Learning and Education the role will be responsible for providing new and the delivery of revenue linked customer education initiatives both for classroom and self–paced learning. In addition, looking to grow out certification programs for MHR's software portfolio.

The role will be responsible for ensuring that all revenue targets are achieved with effective cost control. The role will also be responsible for furthering and establishing a blend of in–house content creators along with establishing partners for specific content requirements.

Divisional Ownership & Strategy

• Define, deliver, and execute on all Customer Education revenue generating propositions and strategies.
• Own all aspects of strategic planning and P&L Management related to Customer Education. Ensuring the business division is profitable.
• Drive year on year Customer Education revenue growth.
• Drive year on year recurring revenue propositions but building, and defining industry leading customer education subscriptions,
• Manage, and motivate a customer education team to be innovative, focused and successful.

Operational and Delivery

• Implement and maintain a world class service function that maximises revenue but provides outstanding customer satisfaction.
• Ensure efficiency and capacity of the Customer Education division to meet and exceed business plan and the departmental P&L targets,
• Ensure performance against contractual service targets, and ensuring the team is focused on delivering against contractual Service Levels.
• Ensure effective processes and controls are in place to improve customer success and experience.
• Detailed understanding of competing propositions withing the Learning and Education markets (e.g. LMS) for competitive situations.

Commercial

• Oversee the development and maintenance of key service offerings including cost models, sales collateral, and marketing campaigns, including the development of sales campaigns and opportunities.
• Develop key stakeholder and partner relationships across customer base and within MHR.
• Leading external events (both self–driven and with partners) to drive the MHR Academy name and pipeline

Organisational Design/Talent Management and Succession Planning

• Provide organisational stability through development, motivation and evaluation and employee engagement.
• Ensure clear career paths and effective talent pools are identified to align with a developing International Company.
• Create a work environment that recruits, retains and supports quality employees.

Skills:

• Experience at Director and Senior Management level
• Setting, developing and leading strategies and vision
• Developing Senior relationships
• Commercially astute and experience of Developing Commercial offerings
• Ability to demonstrate commitment to results, leading change and motivation
• Strong commercial awareness
• Extensive people management experience
• Excellent interpersonal, communications, public speaking and presentation skills
• Time management and good organisational skills
• Thorough understanding of operational and transactional services
• Managing and Directing development and professional services and learning solutions.
• Drive the MHR Academy through blogs and associated forums
• Expert knowledge of the market and all the formats of blended learning including detailed understanding of the shift from traditional classroom to more digital learning.

What you'll get in return

With a great working environment and amazing colleagues, we'll support you professionally and personally through our learning and wellbeing programmes. In addition, we offer:

• Competitive salaries
• Option to buy additional holiday days
• Voluntary benefits scheme, ranging from private medical insurance to dental schemes
• Access to over 60 internal training courses, plus the ability to study for professional qualifications
• Coaching and mentoring programmes
• Discounted gym memberships
• Access to a GP 24/7, via SmartHealth
• Discounts and cash back on leisure, travel, technology, fashion and food
• Employee recognition programme
  
• Social events, including running clubs, 5–a–side football teams and more
• Subsidised restaurants across all sites, with a choice of fresh meals from our chefs each day