上海招聘

Objective / Purpose:
? The Client Service Director (CSD) is responsible and accountable for the profitability, growth and direction of all client accounts. The individual is responsible for the overall client relationship and delivery of strategic direction to client programs and business as a whole. This is achieved through identifying and understanding client needs as well as consistently exceeding client expectations by adding value to their business.
? The CSD needs to drive results and high quality of work from the account servicing team, through coaching and mentoring, and retention of high potential team members. Support a positive and constructive work environment that fosters strong teamwork and idea generation.
? This role is also required to support the development of new business opportunities and strategies.
? Report to Country Manager


Key Deliveries:

Client Relationship:
? Be the face of ICLP for client relationship.
? Listen, understand and act on all client needs.
? Improve, grow and develop relationships within the client structure
? Ensure awareness of organisational structure of clients, and develop relationships with key decision makers throughout clients organisation
? Ensure the output of excellent work for clients from all departments including Account Service team
? Be the high level escalation point to ensure client confidence.
? Determine when more senior level involvement and initiate this

Strategic Direction of Accounts:
? Responsibility for the growth and development of the accounts and the client business
? Gain a full understanding of the clients' business, industry, competitors and actively apply this knowledge to clients' business
? Introduction and utilisation of ICLP's resources (e.g subject matter experts) in order to develop the account and cross fertilize the use of ICLP's core skills, products and services.
? Deliver account plans that are structurally sound.
? Comprehensive understanding of marketing disciplines and how it relates to the markets that both ICLP and our clients operate within
? Demonstrate strategic thought leadership in CRM and loyalty marketing

Leadership & Team Development:
? Take ultimate responsibility for the delivery and competency of your team.
? Team management and supervision.
? Maintain a positive and constructive environment that foster teamwork and creativity.
? Work with HR to determine recruitment requirements and ensure the best individuals are recruited into the team.
? Conduct team appraisals and reviews, and agree objectives for all team members.
? Gain an understanding of the teams talents and aspirations and implement a structure to optimise these.
? Educate the team - enable team members to develop the skills and experiences required to provide excellent client service. Identify training requirements, either internal (on the job) or external, and implement as and when appropriate.
? Be the conduit to communicate sentiment of team morale, providing feedback from team members on HR matters and working on an action plan to address issue, if any.
? Proactively manage any performance issues within your team in conjunction with HR.
? Manage expectations of the agency, client and your team.
? Take an active 'senior management' role across the company with general interest of the company in mind

Financial & Commercial:
? Recognise and understand the financial operations of ICLP and the opportunity to impact the bottom line in your decision making
? Monitor and control clients' budgets to ensure the account is run efficiently and activity is accurately forecast.
? Financial management of the account/s to achieve profitability and growth.
? Maximise profitability through revenue and staffing mix.
? Aim to meet and exceed forecast and attain the agreed level of financial targets. Continual monitoring of progress against plan taking remedial action as necessary to ensure achievement of targets.
? Control and monitor accurate invoicing and ensure debtor days are within target
? Full understanding of client invoice payment procedures.

Business Development:
? Help drive new opportunities identified by ICLP Business Development
? Support the development of business proposals and/or strategic solutions for these opportunities
? Deliver solutions knowledgably, showing an in depth understanding of ICLP full offering and capabilities
? Understand strategic direction for the client and convert new opportunities for ICLP.


How will success be measured?
? Demonstration of excellent client relationships
? Create win-win solutions for both ICLP and the client
? Achieving set program strategy targets of client program
? Demonstration of improved team competence and skills through effective management
? Retention of high potential team members, through the recognition of abilities and employment of development plans.
? Demonstration of strong teamwork across departments and positive morale in work environment
? Ability to command respect and loyalty from clients, their account team and all departments within ICLP
? Ability to act with maturity in situations both internally and externally in the best interests of ICLP.
? Coordinated cohesive delivery of all services.
? Providing continual support to promote ICLP.
? Responsibility for the achievement of forecast and the growth of the account
? All additional services that are sold are billed out at 100% and not provided as goodwill
? Strong commercial understanding of ICLP business and driven by achievement of financial targets.

Essential Personal Attributes:
? Excellent personal business presentation
? Thought leadership
? Extensive vocabulary and business acumen
? Flexible and adaptable to changing environments
? Energy, enthusiasm and positive attitude with a desire to progress
? Self motivated & ability to motivate others
? Able to accept direction and suggestions for personal development
? Question the boundaries
? Comfortable in managing upwards

Essential Skills & Experience:
? Minimum 10 years experience within the marketing industry (marketing degree / qualifications)
? Relevant China market experience is preferred
? Sound understanding of the client industry and the ability to anticipate and react to change
? Solid understanding of IT, Client Services, Reward Operations, Creative and Call Centre
? Sound understanding of online and below-the-line disciplines and techniques
? The ability to manage multiple programs successfully and profitably whilst building and maintaining strong client relationships
? New business experience, working on pitches and proposals
? Superior written and verbal communication skills
? Advanced numeracy skills and the ability to accurately price, budget and forecast
? Strong and confident presentation skills
? Demonstrated creative problem solving and ability to work with strategic concepts
? Ability to manage, motivate and lead an account team to meet client and agency objectives

Collinson Group简介
Collinson Group (http://www.collinsongroup.com ) 是一家致力于通过影响消费者行为来为客户创造更多利润和价值的全球领导企业。
集团汇聚了顶尖行业专家，组成独一无二的团队，为四大核心业务打造市场领先的产品和服务，即客户忠诚计划、生活方式权益计划、保险与援助计划。
集团可提供有关富裕消费者和频繁旅行者无可比拟的行业洞察和专业知识，帮助企业为顾客创造并提供有利于提高互动性、忠诚度和价值的产品与服务。
Collinson Group拥有30年的丰富经验，在全球设有25个办事机构，为170个国家的800多位客户提供服务，共聘有2000名员工，管理着2000多万名终端客户。其客户包括：MasterCard、VISA、Diners、国泰航空(Cathay Pacific)、英国航空(British Airways)、法航荷航集团(Air France KLM)和洲际酒店集团(InterContinental Hotels Group)。
Collinson Group由领先的品牌组成，包括：Priority Pass、Columbus Direct和ICLP。

International Customer Loyalty Programmes (ICLP) Limited is a global loyalty marketing agency. We provide integrated loyalty and CRM solutions to a blue chip client base from a variety of industry sectors. To support our continued growth, we now need to recruit a number of positions as detailed below. Please visit www.iclp.com.cn for more information.

ICLP offers attractive remuneration as well as excellent career development opportunities. Please email full resume, current and expected salary in English and Chinese to: lucy_liu@iclp.com.cn

ICLP公司是一家国际领先的诚信及关系营销咨询公司。我们为各个行业的客户提供有关忠诚度和客户关系管理解决方案的整合服务。因公司业务需要，现需招聘各种职位，详情如下。如果想了解有关ICLP的详细情况，请访问我们的网站：www.iclp.com.cn

ICLP为您提供优厚的待遇和良好的事业发展机会。请将中英文简历、目前薪资和期望薪资发送电子邮件到lucy_liu@iclp.com.cn