Global Client Relationship Director

As the Global Client Relationship Director, you will play a pivotal role in driving the success of our service delivery operations for large strategic programs. Reporting directly to the CEO, you will oversee a significant portfolio, ensuring the seamless delivery of a suite of services that generates substantial revenue. Leading a dedicated team, you will be the key point of contact for our strategic program customers, managing relationships and driving growth.

This role demands a strategic thinker with a passion for innovation and excellence, capable of steering complex programs and fostering a high-performance culture. Your leadership will be instrumental in maintaining our reputation for reliability and exceptional customer experience, while continuously seeking opportunities for growth and improvement.

Main Duties & responsibilities

• Lead and oversee the seamless execution of complex and dynamic service delivery operations, meeting the highest expectations in quality and with a focus on sustainable growth and profitability
• Serve as the primary point of contact for key customer personnel, ensuring strong relationships, customer satisfaction and maintaining the status of strategic partner
• Develop, implement and oversee strategic initiatives to drive service delivery excellence and support business growth and ensuring alignment with wider organizational goals
• Regularly engage with customers to understand their needs and expectations, ensuring high levels of satisfaction and loyalty
• Develop and manage budgets, forecasts, and financial plans to support revenue goals
• Provide strong leadership and mentoring to a large team, fostering a high-performance culture and ensuring alignment with organizational goals
• Provide coaching, training, and support to enhance program management capability and continuous development of the team
• Foster a culture of flexibility and innovation within the team, encouraging creative problem-solving and new ideas
• Continually evaluate and improve operational capabilities to enhance efficiencies and effectiveness
• Identify and advise on opportunities for innovation and continuous improvement in service delivery, leveraging cutting-edge technologies and best practices
• Collaborate with internal and external stakeholders to align strategic initiatives and drive successful outcomes
• Facilitate effective communication and coordination among cross-functional teams to ensure project success
• proactively identify and mitigate risks associated with service delivery, ensuring compliance with industry standards, regulations and supplier COCs
• Develop and implement risk management strategies to safeguard the organization and its customers
• Monitor closely and report on key performance indicators, using data-driven insights to inform decision-making and drive improvements
• Implement performance management systems to track progress and identify areas for enhancement
• Develop and implement customer feedback mechanisms to continuously improve service quality

Requirements

• 10 +years managing multi-million-dollar, complex enterprise-scale programs with a proven record in driving revenue and growth at large scale
• Experience working in a global business environment across different cultures and time zones
• Broad programmatic experience, delivering complex solutions and services.
• Strong financial and commercial skills with experience in revenue management and budgeting
• Outstanding verbal and written communication skills, able to deal confidently with people at all levels
• Strong influencing and negotiation skills, able to build relationships with global stakeholders quickly via virtual tools
• Ability to remain calm and positive under pressure, managing emotions and workplace challenges constructively
• Strong evaluation and critical thinking skills, able to identify real issues and anticipate requirements
• Logical reasoning, able to demonstrate rationale behind recommendations and achieve consensus
• Professional and organized approach to delivery, able to work under pressure and to tight timescales
• Prioritization skills, comfortable working within a large and complex environment with multiple stakeholders
• Ability to influence key stakeholders and affecting change with or without direct reporting authority
• Drive and commitment to getting things done, including self-sufficiency and minimal need for detailed direction
• Flexibility to manage diary and working patterns to enable more interactions with global stakeholders