Head of Client Operations

Role Purpose:

• Delivering operational excellence for existing clients – building trustworthy relationships with key stakeholder in clients marketing and procurement team in order to ensure business retention and delivery of excellent client service.
• Identifying and leading opportunities for growth within existing clients – working collaboratively with account service teams to identify growth opportunities. Develop proposal and lead engagement with clients.
• Identifying and supporting on new business opportunities within local market – working with APAC Sales Director, leverage local network and expertise to identify new opportunities that fit within Indicia Worldwide service and value proposition. 

 

Key Responsibilities:

 

1.      Operations Management:

• Develop and build partnerships with key senior client stakeholders in both Marketing & Procurement. Leading regular strategy and status meetings to understand their needs and link to our products and services to ensure retention of the business
• Gain deep insight and analysis into key accounts to ensure fully formed and effective value proposition. Develop and ensure Strategic account plans are implemented for each client
• Consistently challenges the operational solution for the particular client and identify ways of driving cost savings, service enhancements and innovation to ensure the ongoing client satisfaction
• Establishes and maintains effective relationships with employees; gains their trust and respect, driving engagement to provide a committed and high performing workforce corresponding to meaningful KPI’s, SLA’s, WoWs, and objectives to ensure delivery is measured and tracked
• Lead innovation, keeping ahead of developments, and ensuring these are articulated, modelled to client to demonstrate breadth of service offering
• Ultimate responsibility to maximise gross profit and contribution margin in client accounts
• Be industry champions, developing and maintaining a deep understanding of the marketing and business landscape 
• Lead Quarterly or annual client reviews, ensuring full understanding of all elements to be able to build on positive impacts, and driving corrective action plans where appropriate
• Ensures teams are managed for optimum performance, people development is a priority, poor performance is managed appropriately and in a timely manner, objective setting, reviews and appraisals are meaningful and timely. Mentoring and developing individuals to ensure there is a regional succession plan in place

 

2.      Growth – Business development

• Build collaborative relationship with key stakeholders in both Procurement and Marketing clients to develop deep understanding of client business and priorities to enable identification of growth opportunities.
• Develop incremental revenue in Multi-Channel Delivery (MCD) and seek opportunity to extend our service offerings in alignment with account service team and functionality leads.
• Ensure opportunities are sustainable and profitable and fit with the strategic objectives of the Indicia Worldwide business.
• Lead, develop and convert growth opportunity including working closely with Indicia Worldwide functional leads on solution and commercials.

 

3.      Growth – Sales

• Convert new local account opportunities that are sustainable and profitable and fit with the strategic objectives of the Indicia Worldwide business.
• Identify pipeline of potential clients within local market based on industry knowledge, contacts and or referrals.
• Initial engagement and nurture to stage whereby Indicia Worldwide have opportunity to present credentials and proposal. Work collaboratively with Sales Director – APAC to develop proposition. Support through conversion.
• Identify new areas of growth based on industry trends and expertise of the Indicia Worldwide business. Work closely with Managing Director Operations – APAC and Chief Executive Office – APAC to develop proposition.  

 

Knowledge and Skills:

• Has experience in delivering inspiring communication to motivate clients and colleagues
• Results driven, and strong ownership for problem solving
• Acts with humility and honesty
• Shows the ability to change their opinion/view
• Views challenges as a learning opportunity
• Actively looks to develop themselves on the job, and in their own time
• Learns from mistakes and takes action to personally change
• Solid influencing  and collaboration skills
• Proven track record of driving complex projects within deadlines
• Effective written and verbal communication skills in English and local language(s)
• Strong commercial awareness and meticulous attention to detail
• Ability to critically evaluate financial and commercial risks and benefits of business development opportunities.
• Core Microsoft Office skills including Excel and PowerPoint

  

Professional Experience

• Experience in the marketing execution sector ideally from a BTL agency/creative agency and/or design background
• Solid experience as a Business Partner to clients across various sectors such as FMCG, CPG, etc.
• Extensive print, digital and integrated experience
• Full understanding of entire end to end process from client strategic requirement to delivery cross channel
• Experience in and a passion for championing and producing engaging and business-driving creative and delivery across a fully integrated channel mix 

 

If this sounds like you, please send your resume to doreen.wang@indicia.konicaminolta.com