Northampton business appoints award-winning leader Alia Cain Coleman as Client Experience Manager

TC Group’s delighted to announce Alia Cain Coleman has taken on the new role of Client Experience Manager in the firm, with a strategic focus on delivering exceptional experiences for every client.

Having spent six years with TC Group, most recently as Payroll Senior, Alia successfully led a major digital transformation project, streamlining processes, introducing innovative technology, and enhancing client-facing systems. This hands-on experience gives her deep knowledge of our clients, services, and people — making the role a natural fit.

Alia said, “Client experience isn’t just something we talk about — it’s something we actively invest in. I’m proud to be driving a transformative ‘client care programme’ across four phases: Review, Design, Build, and Implement. We’ll map the full client journey, introduce regular feedback, define consistent service standards, leverage technology, and embed a culture of accountability and continuous improvement.”

It’s a big and important task, but there’s no one more capable and driven to achieve it, as reflected in her recent ‘Emerging Leader Award’ received at the Association of Bureau Managers Management Conference 2025.

Stephen Watts, Chief Operating Officer added, “The creation of this role reflects our continued investment in client care, placing their voices at the very heart of how we operate as a business. It reinforces our commitment to delivering exceptional client experiences.”