The Economist Group - APAC Regional Lead for Client Success & Programme Delivery (12-month FTC)
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Requirements
• Ability to multi-task and divide your time between multiple concurrent projects • Experience working with teams including remote workers, with ideas on how to get the best from teams like this • Working Arrangements • The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. • AI usage for your application • We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.
Responsibilities
• 1. Client Retention & Happiness • Own the health and retention of the regional client base, ensuring the regional team delivers a best-in-class experience that aligns with global standards. • Monitor "Happy Client" framework indicators and risk triggers to intervene before accounts become at-risk. • Analyse regional satisfaction metrics and qualitative feedback to identify territory-specific trends and drive regional improvements. • Act as the senior executive touchpoint for the region, engaging directly with key stakeholders to uncover new value-add opportunities. • Manage a portfolio of high-value regional accounts, modelling expert coaching, strategic consultation, and commercial partnership for the rest of the team. • 2. Lead & Scale the Programme Management Function • Develop and mentor a regional team of Programme Leads, fostering a high-performance culture aligned with the company’s global vision. • Manage local operating rhythms, ensuring role clarity, performance standards, and clear career pathways within the region. • Coach the regional team on advanced stakeholder management, strategic storytelling, and the ability to articulate value during the programme. • Serve as the first point of escalation for regional delivery issues, providing calm, solution-oriented leadership to resolve complex client friction. • Cultivate a regional culture of client advocacy, commercial mindset, and radical excellence in execution. • 3. Programme Delivery • Execute the end-to-end delivery client journey for your own assigned programmes—from kickoff to renewal—while ensuring your team does the same consistently. • Maintain rigorous governance across the region, including structured programme check-ins, health reviews, and value-recap sessions. • Audit regional delivery to ensure all programmes meet strategic objectives, timelines, and the high-quality standards that drive renewals. • Bridge the gap between Sales and Delivery in-region. • 4. Champion the Voice of the Client Internally • Represent the regional "voice of the customer" in internal forums, highlighting specific regional market trends or nuances. • Identify and escalate recurring friction points unique to the region and collaborate on cross-functional fixes. • Partner with global Strategy, Content, and Product teams to ensure the product evolution meets the specific needs of your regional client base. • To succeed in this role, you would have: • Demonstrable 10+ years industry experience in senior delivery roles within creative / media companies • Demonstrable Media and Social campaign experience, leading the campaign from asset creation through to campaign reporting • Being able to articulate the objectives and KPIS of the programme to both client and internal teams • Hands on experience in content creation, coordinating teams on deliverables such as: written content articles, videos, white papers, data visualisations, events, media assets • Hands on experience in content publishing such as using CMS and also working and leading designers, developers, analytics, and feeding into product teams. • Unflappable attitude and the ability to manage up effectively • Experience working in a cross-disciplinary environment, collaborating with other practitioners to deliver the best end result • Line management experience • Ability to multi-task and divide your time between multiple concurrent projects • Experience working with teams including remote workers, with ideas on how to get the best from teams like this • Working Arrangements • The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required. • AI usage for your application • We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.
Benefits
• Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program. • We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home. • You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.
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