Client Services Specialist 3

Overview

We’re looking for a confident and people-centred Continuous Improvement and Change Manager to lead impactful transformation across fast-paced BPO and luxury retail environments. This is a client dedicated role for a premium luxury retailer, and this role is all about making change work—for the business and for the people within it.

You’ll take ownership of complex change initiatives from concept to delivery, ensuring projects land smoothly, teams feel supported, and service excellence is never compromised. With your ability to balance structure and empathy, you’ll guide stakeholders through change while keeping projects on track, on time, and aligned to business goals.

If you thrive in dynamic, customer-focused environments and enjoy bringing clarity and momentum to transformation, this role has your name on it.

Qualifications

• Proven experience delivering change and project initiatives in complex environments
• Strong working knowledge of change frameworks and project methodologies
• Excellent communication, coaching, and influencing skills
• A structured yet empathetic approach to leading people through change
• Strong analytical skills with the ability to assess impact and measure success
• Change and/or Project Management certifications (a plus, but not essential)

Why Join Us?

You’ll play a key role in shaping meaningful change in service-driven environments where people, performance, and customer experience matter. This is a great opportunity to make a real impact, work with passionate teams, and lead transformation that truly sticks.

Responsibilities

Identify opportunities to improve

• Identify opportunities to improve the customer proposition
• Drive efficiency
• KPI optimisation
• Consistency across all sites and markets

Driving Change & Adoption

• Design and deliver change management strategies that encourage adoption and reduce resistance
• Assess organisational readiness and analyse the impact of change initiatives
• Develop engaging communication plans, training approaches, and stakeholder engagement strategies
• Partner closely with leaders and delivery teams to embed change activities into project plans
• Track and report on adoption, utilisation, and proficiency to measure success

Project Delivery & Governance

• Define project scope, objectives, deliverables, timelines, and resource requirements
• Lead cross-functional teams to deliver key milestones successfully
• Identify risks early and put practical mitigation plans in place
• Monitor progress, manage dependencies, and adapt plans to keep projects moving forward
• Maintain accurate documentation, including change requests, approvals, and implementation records

Stakeholder Management

• Build trusted relationships across diverse teams and cultures
• Manage expectations through clear, consistent communication at every stage of the project lifecycle