Programme Manager

Location:  Remote, but with frequent UK travel for account management & quarterly Outlook team events)

Contract:  Full time, 40 hours / week

Department:  Programme

Reports to:  Senior Programme Manager

Salary Band 3:  £30k to £35k, starting salary depending on experience

Outlook Expeditions’ mission is to inspire and develop young people through life-changing ‘outside-of-the-classroom’ expedition experiences – and as we grow, we’re looking for a further Programme Manager who shares our mission with a passion.

About the Role

The Outlook Programme runs from when the team goes live to their return from expedition and includes a variety of activities and events that readies the participants and leadership team for expedition. In this critical role, and as a member of the Outlook Programme team, you’ll be responsible for the account management and relationship building for a portfolio of schools, during the build-up to expedition. 

You will get to know the school team and administer each element of the school’s programme, arranging the logistics, problem-solving, delivery of some of the key events and collaborating with the Expedition Leader and with Outlook colleagues.

An exciting, varied role, requiring initiative and strong organisational skills. And you will grow as we grow.

Key Responsibilities

• The primary Outlook point of contact for a portfolio of schools, for the school leadership and expedition team, parents / guardians and the expedition participants themselves.
• Manage the customer ‘journey’ from the start. This means booking and delivery of programme events (online and face to face); administering the outcomes of those events and follow up with the relevant internal teams as appropriate, to ensure the very highest standards of programme delivery.
• Facilitation of events and presentations to parents and students.
• Communication with, support and brief freelance Outlook Leaders, ensuring they have up to date school information and are prepared to facilitate key milestone events.
• Set and manage expectations, as well as being proactive and resourceful when issues arise.
• Arrange additional meetings / events where necessary to answer questions, support self-funding, and/or resolve any concerns.
• Pro-actively assist in the business development of your clients, as appropriate.
• Assist with the running and management of the Operations Room and crisis management system during the expedition delivery period, as required. To perform ‘Homecoming’ duties as teams return from expedition. Please note that this will include unsociable hours.
• Document, organise and maintain all school/account-related information using the CRM system and elsewhere as appropriate, always ensuring the security and confidentiality of company data.

What We're Looking For

• A person that sees the purpose in what we do.
• Previous experience in a customer facing or client relationship management
• Industry experience, on either side. You might be doing a similar role in a similar business or might have been an expedition customer in the past.
• A kind, collaborative, gregarious and warm personality. You will like working with people of all ages and backgrounds. Others will enjoy working with you.
• Resourcefulness, with strong problem-solving skills, a habit of looking outside to find new ways. Someone who wants to be empowered to make decisions.
• Someone who will grasp the opportunity to travel with Outlook (we like all our team to experience life on expedition)
• Overall, someone who will make us better at what we do.

What does success look like?

• For Outlook: Exceptional relationships with school customers and the  Programme delivery for participants, that manifests in the retention of the school as an ongoing customer and also in the retention of expedition participants throughout the Outlook Programme.
• For you: A happy and fulfilled member of the Outlook team, with a career path in sight.

Please send your CV and a one page covering letter, explaining why this role is of interest to you, to stacy.shepherd@outlookexpeditions.com.

The closing date for applications is Friday 21st August, with the interview process in September, with a view to early October start. Please note, a full driving licence would be essential.