Client Program Director

Job Description

Fluency in English and Chinese is essential.The JobAn exciting opportunity has become available for a talented Client Program Director to join thebigword family based in Beijing or home based/remote.Our translation portfolio includes - but is not limited to - marketing materials, user guides, software, website content, eLearning courses and many other content types. Ranging from one small document translated instantly to a fully fleshed out workflow for the globalisation of an entire catalogue, we work with over 14,000 professional linguists worldwide, providing over 250 language combinations, translating over 50,000 documents each month.What we need from youKey Responsibilities of the Client Program Director role include:· Compiling and directing an internal client programme of works to ensure the client receives irresistible service from all areas of the business· Maintaining and managing programme documentation for each key client, taking appropriate action where necessary· Measuring and managing client satisfaction to ensure your teams deliver client projects within time, quality and financial SLAs: supporting the growth and retention of clients· Managing a team of Client Program Managers, aligning responsibility to skillsets· Setting and monitoring team KPI’s and individual behavioural objectives· Ensuring regular Minimum Standards audits are conducted to make sure workflow process is adhered to and opportunities for revenue growth have been pursued· Driving regular internal and face to face client reviews to optimise client experience, spend and business profitability· Leading the team to effectively account manage a number of client accounts, deliver exceptional service· Supporting the Head of Operations in the design, implementation and delivery of the Operations strategyKey Knowledge skills and experience required:Essential requirements· Managing an operations team at a senior/strategic level· Client and stakeholder management at a senior operational level· Revenue forecasting, managing budgets and delivering into operational costs· Implementation of large and/or complex clients and driving efficiencies to deliver profit margins· Performance ManagementDesirable requirements· Industry specific experience.The CompanyThebigword makes the world a smaller place by breaking down language barriers, supporting global trade and helping people access goods, commerce and services in their own languages.Founded in 1980, we provide the best translation, interpretation, localisation and language technology solutions - handling up to 50,000 worldwide assignments every day. We’re a truly global business.To us, a first class service means meeting every client’s cost, quality and delivery expectations every time. We achieve this through innovative language technology, expert operational teams and a talented team of skilled and professional staff who deliver every single time - and that’s where you come in!How to applyClick the link and apply with your CV. All candidates will receive an email to advise their application has been received. Due to the nature of our business, all successful applicants will be required to complete a basic criminal records disclosure.thebigword is committed to encouraging diversity and opposing all forms of discrimination in our working environment. Our aim is that our workforce will be truly representative of all sections of society and each employee feels respected and able to give of their best. As an international company that operates worldwide and due to the nature of our industry we are a multicultural company. We have a large diverse client base which demands diversity amongst our employees to be able to service our clients effectively, thus meaning we employ people from different cultures and we do not discriminate against people on grounds of race, ethnic origin, colour, nationality, national origin, religion/belief, age, gender, gender reassignment, sexual orientation, marriage, civil partnerships, pregnancy, maternity or disability.