Global Delivery Manager
Who We Are
Are you a data-driven growth specialist looking for your next challenge? Look no further than Massive Rocket - the UK-based Data & CRM Consultancy that’s taking the world by storm!
With clients across Europe, the US, and Africa, we help businesses understand their customers and drive predictable growth through our core services of CRM Automation and Data & Analytics.
Our international team renders services to a diverse range of clients encompassing Financial Services, Aviation, Music, Media, Streaming and Sports sectors.
What We Offer
💨 Fast-moving environment – you will never stop learning and growing
❤️ Supportive and positive work culture with an emphasis on our values
🌍 International presence – work with team members in Europe, the US, and around the globe
🪐 100% remote forever
🌴 Flexible Vacation Policy
🧗🏼♂️ Career progression paths and opportunities for promotion/advancement
🍕 Organised team events and outings
What we’re looking for
We are looking for a Global Delivery Manager to manage and grow our customer accounts and our global team across US, EMEA & APAC regions - about 30 customers and 100 people. The Delivery Manager will be responsible for the quality of all client-facing delivery, profitability of projects as well as the happiness and alignment of the delivery team.
The Global Delivery Manager will be a subject matter expert with knowledge in CRM, CDP, Account Management, Project Management, Strategy and Architecture. The Global Delivery Manager will be the voice of the customer and own the end-to-end responsibility for the success, client satisfaction and growth of the engagement and account starting from initial meetings and proposal creation to account delivery and growth.
Responsibilities
Client Management
• End-to-end responsibility for the success and growth of the engagement and account starting from initial meetings and proposal creation to account delivery and growth.
• Establishing and maintaining the client relationship standard of excellence for the agency to follow.
• Managing senior client expectations, increasing client satisfaction and engagement.
Team
• Be responsible for well being, training and delivery output of all Client Services departments at massive rocket which includes: CRM, Data & Integration, Project Management, Product.
• Ensure the delivery capacity (including seniority and capability) is finely tuned to match the pipeline of accounts and growth at Massive Rocket
• Working closely with the other Leads at Massive Rocket that span Data, Engineering and Project Management
• Continuous development of internal processes working to optimise quality, efficiency and also client and internal satisfaction levels.
• Be a key figure in the massive rocket leadership team. Regularly taking the lead and initiative on complex projects – leading from the front and then presenting back to the wider Massive Rocket team to share knowledge.
Delivery
• Designing, deploying and optimizing delivery processes for client services teams
• Determine the strategic direction and tone for all client accounts.
• White-boarding solutions with customers and working with delivery teams to create project proposals.
• Ensuring all work is completed on time, delivered to the clients’ strategy and budget.
• Managing tracking and reporting of performance to uphold team accountability and promote quality of service.
• Working with the delivery team to ensure projects are appropriately staffed and profitable.
New Business
• Scoping projects with the support of the delivery team
• Creating proposals & Pricing with the support of the delivery team
Experience
• 10+ years experience in a client facing role
• Building and managing a services delivery team of 50 to 150 people in an agency / service delivery environment.
• Technical Engineering or Technical Marketing Background
• Experience and expertise in at least 4 of the following areas
◦ CRM
◦ CDP
◦ Consulting / Business Analyst
◦ Account Management
◦ Project Management
◦ Strategy
◦ Architecture
◦ Engineering
• Experience managing multiple complex projects to successful outcomes across regions.