DIRECTOR, CUSTOMER ENGAGEMENT

Job Description Position Overview and Key goals.
Accountable for customer project management and delivery of excellent customer experience.
Candidate will have deep understanding of the customer needs or research questions, will be tracking all points of customer engagement, respond to customer queries and collaborate with internal departments to optimize customer services in respect of the SOW/WO (Statement of Work or Work Order).
Candidate will also have in-depth knowledge of customer engagement channels and will be ablet to adapt is approach to the different customer types.
decision makers, influencers, day to day users.
Provides therapeutic and technical expertise in project delivery execution, demonstrating the ability to react quickly and appropriately to escalations.
Provokes critical thinking in the Project management related to delivery operations, and trigger client referral or SOW extension in collaboration with Business Development colleague.
Contributes to the overall strategy development for proposals and pre-proposal opportunities.
Appoints and directs a cross-functional team of Project Delivery staff of differing levels of experience and project roles within RWDS to best meet client expectations.
Oversees the career development and performance management of their team, providing coaching in both soft skills and technical skills as related to the use of organization systems, tools and processes.
Identifies training gaps and implements strategic solutions, while driving employee motivation and trust.
Provides leadership to the department and fosters the ability to collaborate and balance business need with career development opportunities.
Continuously monitor customer satisfaction per project and across projects and implement corrective actions when necessary.
Provides innovative thinking in our customer engagement to anticipate client evolving needs and market changes.
Essential Functions and Responsibilities (other duties may be assigned).
• Oversees the career development and performance management of their team, providing coaching in both soft skills and technical skills as related to the use of organization systems, tools and processes.
• Identifies training gaps and implements strategic solutions, while driving employee motivation and trust.
Provides leadership to the department and fosters the ability to collaborate and balance business need with career development opportunities.
• Provides leadership to deliver on customer expectations to achieve optimal customer experience during the project.
• Drives Risk Identification and Issue Resolution at project/program level.
• Ensures project team compliance with organization policies, SOPs, regulatory and project specific requirements.
• Expertly navigates the need to dive in/dive out of situations while ensuring the Project Lead remains empowered.
• Provokes critical thinking in Project Lead related to execution of delivery, financial negotiations and prioritization.
• Works with senior leadership team, in development of business growth strategies.
• Maintains awareness and engages as appropriate in the Contract Change Order process.
• Accountable for the career development and performance management of a group of project delivery direct reports.
• Provides coaching, soft skill and technical skill development to grow Project Delivery talent.
• Provides support/direction to direct report(s) with regards to knowledge of organization systems, processes and tools within RWD Project Delivery.
• Fosters collaboration and connections amongst peers.
• Cultivates high quality relationships with each direct report to create a trusting environment.
• Participates in Initiatives to foster talent development.
Education, Professional Skills & Experience.
Bachelors or Masters degree (preferred) in business strategies, marketing or marketing research.
Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 12+ years).
5+ years of management responsibility.
Personal Skills & Competencies.
• Expert knowledge of the key principles of cross functional project management (Time, Quality, Cost) • Excellent oral and written communication and presentation skills • Demonstrated leadership and interpersonal skills including the ability to lead, motivate and coordinate cross-functional project teams • Technical and systems competency, such as computer skills, to include effective use of systems and applications such as Microsoft Outlook, Word, Excel and PowerPoint, as well as organization systems • Proven flexibility and ability to effectively prioritize workload and resources for project team members in a frequently changing environment • Ability to coach, mentor and lead global and/or cross-functional teams with a cultural awareness • Strong financial acumen with an in-depth of knowledge and practical application of budgeting, forecasting and resource management • Excellent customer service, consultation and relationship building skills with advanced negotiation and marketing skills with ability to influence others, prioritize expectations and drive results • Excellent judgment, decision making and problem-solving skills and proven ability to apply critical and analytical strategic thinking skills to manage complex/ambiguous situations and to drive development and retention of top performers • Proactive, solutions oriented and skilled in risk identification and management • Ability to drive business unit strategies to capture, engage and retain repeat customers • Ability to identify and address training gaps for soft skill and technical development, including managing performance stewardship, metrics and retention • Ability to collaborate and foster accountability in a learning environment • Ability to drive process improvement and strategic initiatives Management Role.
Directs through lower management levels.
Has responsibility for managing a function that includes multiple related departments.
May manage employees across multiple regions.
Working Conditions and Environment.
• Work is performed in an office environment with exposure to electrical office equipment.
• Occasional drives to site locations, frequent travels both domestic and international.
Physical Requirements.
• Frequently stationary for 6-8 hours per day.
• Repetitive hand movement of both hands with the ability to make fast, simple, repeated movements of the fingers, hands, and wrists.
• Moderate mobility required.
• Occasional crouching, stooping, bending and twisting of upper body and neck.
• Light to moderate lifting and carrying (or otherwise moves) objects including luggage and laptop computer with a maximum lift of lbs.
• Ability to access and use a variety of computer software developed both in-house and off-the-shelf.
• Ability to communicate complex information and ideas so others will understand; with the ability to listen to and understand information and ideas presented through spoken words and sentences.
• Frequently interacts with others, relates sensitive information to diverse groups both internally & externally.
• Ability to apply abstract principles to solve complex conceptual issues.
Requires multiple periods of intense concentration.
• Performs a wide range of complex tasks as dictated by variable demands and changing conditions with little predictability as to the occurrence.
Ability to perform under stress.
Ability to multi-task.
• Regular and consistent attendance.