Account Director - Beauty Brand

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Requirements:

• A Bachelor's degree or equivalent experience is required
• Over 8 years' experience and a proven track record of being a recognized leader and manager of people in a national or global customer service intensive environment
• 4-7 years sales background or project management background
• Minimum of five years' of successful financial management; understanding of how day‑to‑day and strategic decisions
• Minimum 3 years experience in marketing production service delivery
• Strong subject matter expertise in Sourcing
• Demonstrated record in developing strategic solutions that have permanently resolved poor contract performance or difficult situations
• Established accomplishments in successfully growing volume, profitability and client satisfaction
• Excellent client service skills with a service-minded approach towards the client. Must be sensitive to client needs, remaining calm and confident, even in stressful situations
• Proven experience in the development, implementation and management of complex multi-service solutions for clients

Responsibilities:

• Manage the day to day client relationship
• Manage the team to ensure the delivery of BAU operational excellence
• Driving the quality of service delivery across the organization
• Implement strategies to improve and standardize all aspects of operations
• Execute modifications to organizational design and teams to optimize operational activity and improve client experience
• Ensure operational controls and management information reporting requirements are fulfilled
• Assure adherence to account plans operations team
• Identify opportunities to develop the account
• Minimize corporate risk and maximize returns for operations team
• Maintain continuous lines of communication, keeping client services informed of all critical issues and facilitating open cooperation between operations and client services
• Follow delegations of authority for operations team
• Partner with functional teams to implement appropriate policies, internal controls, and reporting
• Manage operations staff performance including establishing development goals, setting business objectives, establishing priorities, and providing ongoing performance feedback
• Promote a culture of high performance and continuous improvement that values learning and a commitment to quality
• Investigate and resolve issues escalated by the client and communicate significant issues to the Managing Director of Operations and client services
• Have a comprehensive understanding of all clients business and the impact of our services
• Manage overall performance metrics of accounts/departments against contract/target or business unit metrics
• Inform operations team is clear about target metrics and support their achievements
• Highlight operational, compliance and financial risk areas
• Manage the selection, induction, development, retention, motivation and performance of direct reports
• Encourage a culture of structured succession planning and for key roles
• Participate as a key project team member new business implementation
• Implement the appropriate delivery model for all services/products, with a focus on lowering cost to serve
• Cascade key business and organizational messages down to the associate level, per the appropriate channels
• Share knowledge, best practices and solution designs within the relevant management teams to ensure continuous business improvement
• Ensure that operational processes stay within agreed upon budgets and timelines
• Provide training and development opportunities and serve in mentoring role for his/her direct reports