Job Description
About the Role
We are seeking a highly experienced Account Delivery Led to oversee strategic delivery and client engagement across Digital Marketing, Quality as a Service (QaaS), Product Validation, Market Studies, and Customer Experience Operations. Based in Singapore, this leader will drive excellence across APAC, EMEA, and the Americas, managing multi-functional teams and ensuring high-quality performance across voice and chat-based contact centres. The ideal candidate combines deep expertise in quality leadership, Six Sigma methodologies & data-driven insights using Google Looker Studio, Tableau, and Power BI.
Key Responsibilities
1. Account & Delivery Leadership
Lead end-to-end delivery and account management for key global clients across multiple regions. Ensure service delivery excellence across all engagements, meeting agreed KPIs, SLAs, and business outcomes. Oversee cross-functional teams covering digital marketing, quality assurance, market insights, and customer experience. Drive consistent alignment between delivery operations and client strategic goals.
2. Client & Stakeholder Management
Serve as the strategic partner and primary escalation point for senior client stakeholders. Build long‑term client relationships through trust, transparency, and proactive engagement. Manage regional stakeholder alignment across APAC, EMEA, and the Americas.
3. Quality Leadership – Contact Centre (Voice & Chat)
Lead quality assurance programs for customer support operations across voice, chat, and digital channels. Develop and implement Quality as a Service (QaaS) frameworks to monitor and enhance agent performance, accuracy, empathy, and compliance. Establish quality scorecards, performance metrics, and feedback loops for continuous service improvement. Partner with operations, training, and product teams to address systemic quality issues and drive operational efficiency. Conduct regular Six Sigma–based process improvement projects (DMAIC) to identify root causes and eliminate defects in service delivery.
4. Data Analytics & Reporting
Use Google Looker Studio, Tableau, and Power BI to design dashboards and visualize real‑time performance insights. Transform complex data into actionable insights for business leaders and clients.
Define and automate reporting mechanisms for quality, productivity, and customer satisfaction. Leverage data analytics to identify customer behaviour trends, agent performance gaps, and process bottlenecks.
5. Business Development & Strategic Growth
Drive account expansion through value‑added insights, innovative solutions, and digital transformation initiatives. Collaborate with sales and pre‑sales teams on proposals, RFPs, and client pitches.
Support contract renewals and negotiation to ensure long‑term account profitability.
6. Operational Excellence
Establish governance frameworks for delivery, quality, and risk management. Standardize best practices across markets and service lines to ensure operational consistency. Promote continuous improvement through benchmarking, Six Sigma projects, and customer feedback analysis.
7. Leadership & Mentorship
Lead, coach, and inspire global delivery and quality teams. Build domain and analytical capabilities across teams through structured training programs. Foster a high‑performance, data‑driven, and customer‑centric culture.
Qualifications & Experience
Must Have:
* Bachelor’s or Master’s degree in Business, Engineering, Marketing, or related field.
* Minimum 5 years of experience in digital marketing, customer experience operations, product validation, or quality management.
* Proven experience leading contact centre quality operations (voice and chat).
* Deep understanding of Six Sigma methodologies (Green/Black Belt preferred).
* Advanced proficiency in Google Looker Studio, Tableau, and Power BI for performance analytics and visualization.
* Strong record of managing multi‑regional stakeholders across APAC, EMEA, and the Americas.
* Exceptional client management, communication, and presentation skills.
* Experience managing large‑scale, multi‑million‑dollar accounts.
Preferred:
* Experience with Quality as a Service (QaaS) frameworks and digital transformation programs.
* Familiarity with AI‑driven analytics, CX automation, or voice/chatbot quality evaluation.
* Certifications in Lean, Six Sigma Black Belt, or PMP.
#J-18808-Ljbffr