Client Relationship Manager
Leap Lessons Music School
Salary: £31,000 - £34,000 starting
Job Type: Full-time, Permanent
Location: Hybrid, with periodic in-person work in Derry/Londonderry
Role Level
This is a senior client-experience and operations role within a growing music education business. We are looking for someone who has already demonstrated strong judgement, ownership and client-facing maturity in previous roles.
Applicants should be experienced in:
- Overseeing and enhancing client experiences
- Managing and supporting team members
- Working with CRM software and spreadsheets
- Handling client conversations
This role requires someone who can take responsibility for broad outcomes, not just complete assigned tasks. It will suit someone with several years experience in client relationship management, operations, customer success, service management, education administration, or similar.
About Leap Lessons
Leap Lessons is a thriving music school, based in Derry. We deliver high-quality music education in a fun, dynamic environment, working with students and families over a client journey that often spans years.
As the school continues to grow, we are hiring a Client Relationship Manager to help oversee the quality, consistency and commercial strength of that journey.
About the Role
The Client Relationship Manager will be the nexus between our students and their families, the teaching team and the operations team.
This will encompass:
1. Operations Oversight
- Managing and supporting our Operations Coordinator, who handles the day-to-day lesson bookings, scheduling and admin tasks.
2. Teaching Team Coordination & Accountability
- Working closely with teachers to gather insight on student progress, learning needs and client experiences. You will help ensure that teachers’ updates, student reporting and operational follow-through are completed consistently and on time, supporting a high-quality experience for students and their families.
3. Student Journey Management
- Synthesising teacher feedback, client feedback and operational context to support a long-term student journey. This includes recognising when adjustments may be needed, coordinating appropriate next steps, and communicating with families in a sensitive and professional way.
Key Responsibilities
Your responsibilities will include:
- Improving workflows, SOPs and internal processes that support the client journey.
- Proactively identifying opportunities to improve the client experience, strengthen retention and make operations more effective.
- Managing operational priorities with the Operations Coordinator.
- Monitoring client experience, retention patterns and recurring issues, then pursuing practical solutions.
- Being an emotionally-intelligent and professional point of contact for student families when they need guidance or support.
- Gathering and following up on teacher input relating to student progress, reporting and client experience.
- Supporting a culture of high standards, accountability, care and continuous improvement.
Required Skills and CharacteristicsClient Experience & Retention
You will need real experience in client care, customer experience, relationship management, operations, or a similar people-focused role. You should understand and be excited by making students and their families feel special.
Client Communication
You should be articulate in speaking with students and their parents by phone, message and in person. Excellent written communication is essential.
Maturity & Judgement
We are looking for someone grounded, level-headed and professional. You should be able to read situations well, make sensible decisions and handle responsibility with confidence.
Ownership & Initiative
This role will suit someone who takes responsibility, follows through and helps the business move forward. We are looking for someone proactive, reliable and solutions-focused.
Organisation, CRM & Systems
You should be highly organised and confident with technology, with the ability to maintain smooth digital workflows.
Process Improvement
You should be able to spot gaps, inefficiencies and opportunities to improve systems that enhance the client experience.
Leadership & Assertiveness
You will need the confidence to lead conversations, support team members and hold standards. Previous management or supervisory experience is desirable.
Hybrid Working
This is a hybrid role. Much of the work can be done remotely, but you should be available for periodic in-person work in Derry/Londonderry.
Salary
The starting salary is £31,000 - £34,000 per year dependant on experience and aptitude. Further increases will relate to job performance.
Why Join Leap Lessons?
This is an opportunity to join a busy music school in a role with real influence. You will have a direct impact on the experience of our students, families and team, and make sure that the school continues to operate with warmth, care and high standards.
leaplessons.com
Pay: From £31,000.00 per year
Benefits:
- Company events
- Free parking
- On-site parking
- Work from home
Application question(s):
- 1. Client Care Experience
How many years’ experience do you have in client relationship oversight, management, operations, or similar?
• Less than 1 year
• 1–2 years
• 3–4 years
• 5+ years
Please explain how your CRM experience relates to this role.
How many years of management, supervisory or team leadership experience do you have?
• None
• Less than 1 year
• 5+ years
Please explain how your management experience relates to this role.
How would you rate your ability with relevant digital tools?
• Basic
• Intermediate
• Advanced
• Expert
Please explain how your IT expertise relates to this role.
How confident are you handling client/customer interactions by phone, including sensitive conversations or concerns?
• Somewhat confident
• Confident
• Very confident
Please explain how your client-facing experience relates to this role.
Are you able to attend in-person work in Derry/Londonderry periodically?
• Yes
• No
Please give more detail if relevant
- 8. Employment & Notice Period
Are you currently employed? If so, what is your current notice period?
Work Location: Hybrid remote in Derry BT47 2NS
