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Head of Client Operations

Shanghai, China

We’re looking for Head of Client Operations to deliver operational excellence for existing clients – building trust worthy relationships with key stakeholder in clients marketing and procurement team in order to ensure business retention and delivery of excellent client service.

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 


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