Key Responsibilities 岗位职责：

A）Lead a team of client facing program support professionals, to effectively and efficiently deliver services, focused on client satisfaction and revenue growth;
领导一个面向客户的项目支持专业团队，有效和高效地提供服务，关注客户满意度和收入增长；

B）Monitor team performance against client requirements, tracking KPI’s for clients within the region and escalating where required to resolve with other departments;
根据客户要求监控团队绩效，跟踪区域内客户的KPI，并在需要时与其他部门解决问题时进行升级；

C) Monitor NPS survey results for strategic accounts, effectively troubleshoot delivery issues, working with Client operations to solve complaints and maximise client satisfaction;
监控战略客户的NPS调查结果，有效地解决交付问题，与客户运营部门合作解决投诉，***限度地提高客户满意度；

D) Support development of a pipeline of revenue growth opportunities for Strategic and growth clients within region by overseeing existing work, driving towards an annual revenue target aligned with the account managers;
通过监督现有工作，支持区域内战略性和成长型客户收入增长机会管道的开发，与客户经理一起推动实现年度收入目标；

E) Oversee the onboarding of large clients within their region, giving a seamless transition from a project managed set-up phase to an on-going BAU with a named program manager/support;
监督区域内大客户的入职，在指定的项目经理/支持下，从项目管理的设置阶段无缝过渡到持续的BAU；

F) Work closely with the account management team to deliver an annual plan of service delivery for the region, overseeing the support of their team against commitments;
与客户管理团队密切合作，为该地区提供年度服务计划，监督其团队对承诺的支持；

G) Create and maximise the use of digital tools to effectively implement technical processes on 2nd Party schemes where relevant to the client. Assist in development of clients customised 2nd Party schemes and reporting processes;
创建并***限度地利用数字工具，在与客户相关的第二方方案中有效实施技术流程。协助开发客户定制的第二方方案和报告流程；

H) Directly manage smaller, growth opportunity accounts within the team, developing support processes to ensure they are built to succeed. Hand-over to Account Management and Client Operations when required;
直接管理团队内较小的、有增长机会的客户，开发支持流程以确保其成功建立。在需要时移交给客户管理和客户运营部门；

I) Lead solution development across LRQA business units that best address customer needs, coordinating the involvement of all necessary LRQA personnel that work with the client;
领导跨LRQA业务部门的解决方案开发，以***地满足客户需求，协调所有必要的LRQA人员与客户的合作；

J) Provide support for team members in senior level meetings with clients;
为团队成员与客户的高层会议提供支持；

K) Ensure all KPI and performance reports and insight summaries are available on time, for formal client business reviews;
确保所有的KPI和绩效报告以及洞察总结及时提供给正式的客户业务审查；

L) Deliver the following KPI’s through great teamwork, collaboration and early escalation of issues:
通过出色的团队合作和问题的早期升级，实现以下KPI：

l-1)100% of annual revenue target for Strategic Clients within the region
100%完成区域内战略客户的年度收入目标
l-2) Increase in NPS by agreed percentages each year, for strategic and directly managed accounts within region
对区域内的战略性和直接管理的客户，每年按约定的百分比增加NPS
l-3) Annual targeted revenue growth from expansion of services (e.g. increase in sites/no. of days, introduction of additional products, cross-sell) as defined in the strategic account plan
年度目标收入增长来自于服务的扩展（例如站点/数量的增加）。在战略客户计划中定义的额外产品的引入，交叉销售
l-4) On time delivery of on-boarding projects within region – revenue target YOY
在区域内按时交付新入职项目-实现年度收入目标
l-5) KPI’s achieved and/or clearly escalated for your named list of Clients
kpi的实现和/或客户名单的明确升级
l-6) Program specific client KPI’s achieved
项目特定客户KPI的实现

M) Keep abreast of industry wide developments to ensure LRQA remains customer relevant and innovative.
紧跟行业发展，确保LRQA保持与客户的相关性和创新性。

Requirements 岗位要求：
A) Line management of team within a commercial function. Ideally experience of managing remote team across multiple geographies and time zones
在商业职能部门内对团队进行一线管理。有管理跨地域和时区的远程团队的经验优先

B) Bachelor degree and 4+ years of experience, with at least 2 years of experience in the relevant Certification/TIC industry, or experience in relevant technical arena either for a brand/retailer or service provider;
本科学历，4年以上工作经验，其中至少2年相关认证/TIC行业工作经验，或在品牌/零售商或服务提供商的相关技术领域工作经验；

C) Experience of working in a client facing commercial environment, including KPI and reporting, at a senior level
在面对客户的商业环境中工作的经验，包括KPI和报告，在高层

D) Experience of managing and leading teams with a proven track record in developing and motivating team members (including driving achievement of KPIs and Client satisfaction)
有管理和领导团队的经验，在发展和激励团队成员方面有良好的记录（包括推动kpi的实现和客户满意度）

E) Excellent communication skills in both written and verbal English; Regional languages where appropriate
优秀的英语书面和口头沟通能力；

F) Advanced IT skills including SAP/Excel/PowerBI etc
高级IT技能，包括SAP/Excel/PowerBI等

G) Proven ability to troubleshoot complex issues and take account ability for solutions
具备解决复杂问题的能力，并考虑解决方案