Regional Service Line Director - [APAC]- Customer Experience and Product Design

Singapore·Singaporeexecutive

Customer SuccessCustomer Experience

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Quick Summary

Key Responsibilities

Executing the regional go-to-market of customer experience, product management and experience design offerings and their relevant services.

Requirements Summary

closed won deals (# and TCV by service - direct and follow up work). Client gross margin on offering-led work. Gross margin. Service penetration (% of top 40 / next 40 clients).

Technical Tools

Customer SuccessCustomer Experience

Regional Service Line Directors are client and market facing professional services leaders. They are responsible for Customer Experience, Product & Design (CXPD) Service Line.

Responsibilities

~2 min read

→Regional go-to-market for offerings: Executing the regional go-to-market of customer experience, product management and experience design offerings and their relevant services.
→Advocate and promote CX and Product service catalog to market sales teams and Ensure teams are selling from the catalog as often as possible to maximise asset reuse, improve service tracing in CRM and improving forecasting. Drive and assists pursuits as the first point of contact for sales teams.
→Assign specialized Regional Practitioners to pursuits to increase our right to win and assess pursuits for service fitment and tailor existing services as necessary.
→Collaborate with representatives of other offerings and services in region, as well as account and partnership teams, to craft unique client solutions as necessary.
→Contribute to service development and evolution - Collaborate with Global Service Development Teams to represent their unique regional challenges and opportunities when defining go-to-market strategies for offerings and services.
→Collaborate with Market Directors to identify new/missing services and raise them to the Global Service Development Team and provides continuous service feedback to the Global Service Development Team.
→Talent management & operations - Recruit and onboard new Regional Practitioners within their service line, sourced both internally and externally.
→Oversee the staffing of key Regional Practitioners, as well as the delivery of Offering-led engagements and oversee tracking and forecasting of Regional Practitioner staffing and utilisation.
→Maintains a skills/capabilities assessment for Regional Practitioners to aid in fitment for pursuits.

Requirements

~1 min read

Service expansion in the region: closed won deals (# and TCV by service - direct and follow up work).
Client gross margin on offering-led work.
Gross margin.
Service penetration (% of top 40 / next 40 clients).
Client NPS on engagements aligned to services.
Qualitative feedback from internal customers (i.e. market sales teams).
Usage of pursuit and delivery assets (% of relevant pursuits that used assets).
Employee engagement scores.

Strong understanding of user experience design and product management disciplines, including advisory and delivery.
Business acumen for managing a professional services practice.
Strong internal and external consultative sales capabilities.
Relentless focus on the market and customer.
Highly collaborative.

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