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Client Insight Programme Manager - Part Time (3 days work week) - APAC

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Client Insight Programme Manager - Part Time (3 days work week)

The ultimate aim of this role is to support the business and consistently increase our clients’ level of satisfaction with our services. Primarily, it will maintain a successful and continuous adaptation to the growth and development of our client relationships for the long term. This is not a direct selling role, it is a proactive and intuitive opportunity identifier role who provides unbiased feedback to the appropriate business stakeholders.

To apply please send updated CV to hr.apac@hhglobal.com

HH Global is a global marketing services group specialising in the execution of print, digital and retail media. Providing services to brands and retailers, both directly and via their nominated agencies, HH Global delivers a seamlessly integrated customer brand experience and a greater measurable return on marketing investment. 
With offices across Europe, the US, Latin America, the Middle East and Asia-Pacific, we deliver for some of the most successful and challenging brands in the world and are a market leader in the coordinated, leveraged, management of global marketing supply chains to unify and synchronise all customer touch points across print, digital and retail media. 

PURPOSE OF THE ROLE

The Client Insight Programme (CIP) was launched in Europe in 2015 and is now executed across the world for HH Global. The primary objective of the CIP is the retention and growth of our clients through identifying opportunities for continuous service improvement and gaining an objective view on how our business and colleagues are performing. The CIP also highlights the risks of a client account and ultimately forms a client action plan to maximise the opportunities and minimise the risks moving forward.

This role is focused on organising, managing and conducting client insight interviews, and using the information received to provide relevant and useful feedback to the HH Global client contacts and the wider business. The process involves engaging with a range of HH Global colleagues to understand each client background, agenda and the services we provide, before arranging and interviewing senior and operational client stakeholders to obtain direct feedback on our company’s performance.

Following the client interviews, the CIP Manager will provide feedback to the HH Global client lead through a CIP report and a direct debrief session where required. CIP reports are also circulated to the regional executive leadership team including the regional CEO and main HH Global board.

The ultimate aim of this role is to support the business and consistently increase our clients’ level of satisfaction with our services. Primarily, it will maintain a successful and continuous adaptation to the growth and development of our client relationships for the long term. This is not a direct selling role, it is a proactive and intuitive opportunity identifier role who provides unbiased feedback to the appropriate business stakeholders.

This role is for someone who:

  • Can quickly build rapport, and has the ability to gain the trust and confidence of senior client stakeholders, including C-Suite contacts
  • Has exceptional knowledge of our industry, and the challenges that we address for clients
  • Quickly understands the HH Global services, key stakeholders and contacts
  • Can ask insightful, considered questions, and sensitively identify underlying issues
  • Is comfortable discussing sensitive or emotionally charged topics in a non-biased way
  • Has the ability to take negative feedback in a constructive and positive way
  • Has a background in client engagement, particularly from a business growth perspective
  • Has a ‘business growth’ outlook, and can see opportunities within client accounts
  • Is a good listener, organiser, administrator and senses opportunities and risks
  • Is a self-motivator and has the aptitude to work one-on-one for long periods of time

KEY RESPONSIBILITIES

  • Solicit and capture client feedback and satisfaction through structured, smart interviewing (conducting interviews face-to-face is the default approach, meaning extensive travel within the APAC region will be a regular requirement). Subject to travel restrictions, interviews can also be over video call or conference call.
  • Conduct interviews with a considered and attentive style, reacting to feedback and uncovering underlying issues or opportunities for growth. Use your knowledge of the HH Global business to inform your conversations and subtly suggest relevant areas for follow-up or further discussion
  • Prepare CIP reports to the highest standards, producing clear, concise, accurate reports in a timely manner with clearly highlighted areas that were sensitive to the client during the interview
  • Proactive relaying of important information or time-sensitive requests to the relevant HH Global Business Director and client services lead
  • Using a focus on potential business growth to help us identify win themes and areas of differentiation that can be used to develop that client account.
  • Identifying key risk areas that may appear insignificant but are important to the client
  • Building strong HH Global relationships to ensure that thorough preparation is carried out for each meeting internally, with a complete view of the current account status gained from the relevant client services lead(s) and associated support teams
  • Assist client services leaders in developing action plans based on feedback received

KNOWLEDGE & SKILLS

  • Exceptional interpersonal skills are needed, with the ability to develop conversations to build a deep understanding of issues and opportunities
  • A background in client engagement, ideally in a sales / growth capacity, is essential
  • You must have experience of building proactive relationships with senior internal and external stakeholders
  • Calm commitment is needed to work under pressure and to tight deadlines, often within a disruptive travel / work schedule
  • An exceptional understanding of our business offering and the outsourced marketing execution industry
  • Excellent listener, conversationist, organiser, administrator and self-motivator