THE GLOBAL CLIENT GROWTH PRACTICE:
This role will sit within their respective regional leadership office (Americas, EMEA, APAC), but will collaborate very closely with the Global Client Growth Practice – a team that sits at the core of the largest most exciting, highest growth potential clients in the Publicis Groupe. Its specific purpose is to generate profitable growth for the Groupe, partnering with some of the world’s leading brands and companies to help them transform to accelerate their growth. We deliver this through driving and delivering the Power of One, uniquely bringing together our capabilities in the service of their business, brands and people.
With Global Clients hubbed and run from all corners of our business we connect all parts of our organisation in service to their growth. In this way we are a truly connected and globally minded team. We are also nimble, efficient, and consultative by our very definition.
2024 will be a momentum building year for the team, as we launch of our new client health program in partnership with key stakeholders in each region (Americas, EMEA, APAC). This program will be deployed across our top global clients network-wide!
OPPORTUNITY
The Program Director, Client Health, will play a critical role in the successful implementation and ongoing management of our new client health program in their assigned region (Americas, EMEA, APAC). This program will offer a renewed focus on the health of our client relationships and provide insights and analytics that are actionable, centered around our own client benchmarks and performance for greater impact.
The role sits within our regional leadership team office, but will collaborate closely with the GCGP Program Director, Client Health (who will lead the overall program globally), as well as the new solution provider to ensure all regional stakeholders are trained and provide the proper inputs in advance of each client health survey deployment (ex: client contacts). This role requires strong leadership, project management skills, and the ability to foster effective communication and collaboration across various Publicis Groupe agencies in your assigned region.
KEY RESPONSIBILITIES
- Implementation Support: Collaborate with the Program Director and other stakeholders to support the implementation of the new client health program with our solution provider, ensuring smooth execution and adherence to established timelines.
- Regional Governance: Assume responsibility for the ongoing governance of the client health program post-launch, ensuring compliance with established protocols and standards within your assigned region.
- Change Management: Assist in change management efforts during the program's launch and provide ongoing support to facilitate smooth transitions and adoption by internal teams.
- Standardization of Client Contacts: Ensure consistency and standardization of client contacts (type, level, etc.) across the region, ensuring adherence to the established client inclusion decision tree by all client teams.
- Risk Escalation: Act as the point of contact for risk escalation to the Program Director, promptly addressing any issues or concerns that may arise during program implementation or management.
- Communication and Stakeholder Engagement: Cascade communications to regional stakeholders, including leadership and client health users, regarding program updates, key meetings, and training sessions. Facilitate key regional meetings, such as onboarding sessions and demos.
- Training and Support: Act as the primary regional support on the platform, addressing questions and concerns from internal teams regarding the program and platform functionality. Escalating to the Program Director and Solution Provider as needed.
- CRM Database Management: Take ownership of CRM database collection, validation, and accuracy of client contacts within the assigned region. Support future migration of client contacts to Salesforce as needed.
- Partnership Development: Foster a close partnership with the GCGP Client Intelligence Team responsible for mining and delivering insights for Key Group Clients
- Custom Support: Serve as the primary connection for the region to the Solution Provider for any custom support required, ensuring timely resolution of issues and effective communication between internal stakeholders and the solution provider.
CRITICAL SKILLS
- Proven experience in program management.
- Strong understanding of change management principles and experience in driving organizational change initiatives.
- Excellent communication and interpersonal skills, with the ability to effectively engage and influence stakeholders at all levels of the organization.
- Proficiency with CRM databases and experience with Salesforce preferred.
- Strong analytical skills and the ability to translate data into actionable insights.
- Ability to thrive in a fast-paced, dynamic environment and effectively manage competing priorities.
