Recruitment & Client Success Manager

Department: Operations
Reports to: Head of Recruiting Operations and Talent on Demand and/or Recruitment Operations Manager

Role Overview

The Recruitment Manager is responsible for leading, supporting, and performance-managing a team of recruiters to ensure consistent, high-quality recruitment delivery. This role owns team effectiveness, delivery efficiency, candidate quality, and client experience, while driving accountability against agreed performance targets. The Recruitment Manager plays a critical role in ensuring recruitment outcomes align with both client expectations and business goals.

Key Responsibilities

Team Leadership & Development

Lead, coach, and support a team of recruiters to build a high-performing, engaged, and accountable team.
Provide ongoing guidance, hands-on support, and regular check-ins (1:1s, feedback sessions, performance discussions) to ensure recruiter success.
Monitor recruiter performance against KPIs and team targets, implementing performance improvement plans when needed.
Identify and address team challenges proactively to maintain morale and performance.
Ensure consistent reporting, feedback, and documentation of performance
Foster and drive a team culture of ownership, transparency, collaboration, and continuous improvement that supports accountability and team retention.

Recruitment Delivery & Operational Excellence

Own delivery efficiency across all assigned roles and accounts
Audit and manage roles and deals in HubSpot/RecruitCRM to ensure accurate deal stages, timelines, forecasts, and candidate data in compliance with company SLAs.
Manage and maintain pipeline of open roles and drive conversion from launch to placement by ensuring roles are actively progressed and closed within agreed timelines.
Monitor deal progress and closure rates (roles opened vs. roles filled)
Proactively identify recruitment risks and potential delays, implement corrective actions, and escalate issues appropriately to the Recruitment Operations Manager for operational concerns and the Account Manager for client-related matters.
Work with the Account Manager to analyze lost deals or revenue gaps to implement improvement strategies
Maintain accurate forecasting and pipeline visibility

Candidate Quality, Speed & Client Experience

Ensure high-quality candidates are sourced, screened, and review candidate submissions prior to client endorsement
Deliver timely responses and outputs while consistently meeting 48-hour delivery standards.
Monitor client feedback, complaints, and deal withdrawals
Address quality or service issues promptly to protect client satisfaction
Ensure recruitment processes meet agreed service levels and expectations

Success Measures

Strong internal team feedback, engagement, and retention
Reduced time-to-fill and high deal completion rates
High candidate quality with low complaint and deal cancellation rates
High-performing recruitment team meeting or exceeding agreed KPIs

Core Competencies

Proven people leadership and coaching capability
Strong recruitment delivery and operational management skills
Ability to balance speed, quality, and client experience
Data-driven and performance-focused mindset
Clear, direct, and supportive communication style