General Summary:

The Client Engagement Director (CED) will play a key role in strategic client retention, growth, quality and profitability in the Asia Pacific (APAC) region. The role will cover an assigned and developed portfolio range of content and capabilities for programs, products and services across standard OD/Talent/L&D custom and coaching capability areas delivered in the region. The CED will be key in managing client relationships, with a focus on the design and delivery of impactful client experiences. The CED will work with the client team to manage the quality of all client experiences and acts as faculty and/or facilitator as required. The CED supports sales and innovation opportunities and effectively manages and/or qualifies leads for assigned client portfolio.

Principal Duties & Responsibilities:

Client Relationship Management:

Manages a portfolio of clients and is responsible end to end for the growth, retention, quality and profitability of the clients in his/her portfolio. Is accountable for revenue and margin on the client portfolio, as well as for NPS and retention rate.
Actively networks in client industries/markets.
Engages with different stakeholders at the client, analyses new and emergent needs, and acts as a trusted advisor in leadership development towards the client.

Portfolio Design and Delivery Management:

Motivates, mentors and coaches the client teams.
Is responsible for costing, solution design and implementation, timely and qualitative delivery and client profitability.
Takes initiative to improve the quality and standards of delivery within assigned client portfolio and make suggestions for innovation.
Has general expertise in all fundamental areas of individual, team and organizational leadership development.
Develops one or two specialist areas of expertise and thought leadership on top of the general expertise.
Is responsible for planning talent/resources and ensures compliance with costing.
Is responsible for attracting talent/resources critical for client success.
Works in concert with the Client Implementation Managers and assigned Lead Faculties to ensure overall quality of the client experience.
Is responsible for the day-to-day quality and consistency standards as well as innovation for content and design.
Manages a portfolio of primarily Key and Managed Accounts
Overviews main pilot initiatives for innovation of new solutions where relevant and needed.
Contributes to applied research initiatives with client.

Talent Management:

Mentors new or less experienced staff and ramps up new Client Engagement Managers
Maintains relations with critical associate partners and advises on talent and capacity gaps.
Anticipates hiring and succession needs for the group and takes a proactive approach to recruiting or grooming individuals who are a good match for specific jobs and/or are high potential team members.

Specific Knowledge, Skills & Abilities Required:

Design and Delivery: Expert knowledge of relevant content areas, including the fields of management and leadership, organizational development, talent management, adult learning theory, and human resource development, such as acquired through a Master’s degree study or minimum five to ten years of relevant practice. Ability to develop solid solution designs using a range of instructional design methodologies such as ADDIE/D6 and 4mat. Must have outstanding group facilitation skills – including all aspects of knowledge sharing, knowledge transfer, experiential learning, and learning through group/team exercises.
Customer-centered Portfolio Knowledge: Exhibits in-depth knowledge of CCL’s solutions portfolio as well as relevant third party IP. Exhibits an in-depth technical expertise in Design and is recognized as a thought leader internally and externally to CCL..
Business & Financial Acumen: Strong business acumen and experience working in a high growth, fast-paced, multi-product environment. Ability to translate business strategy into functional/operational plans and apply knowledge to the critical components of the function required. Highly developed financial, analytical and quantitative skills. Holds an enterprise-wide focus and understands the different business lines. Outstanding knowledge of essential business and financial targets.
Problem Solving Skills : Encourages team members to make use of “what if” scenarios to test out ideas and anticipates the probable impact of alternative approaches or circumstances. Considers a broad range of internal and external factors when choosing alternatives. Tracks resolution of problems with team members and provides required support to solve the problems as expeditiously and effectively as possible. Demonstrates an ability to make effective decisions with incomplete or missing information. Champions a culture that creates a sense of urgency and teamwork when working through problems.
Client Focus & Consulting Skills: Views their work through the client's lens to ensure the best possible outcome for our clients. Is able to organically advance the stakeholders conversation into commercially- advantageous areas, naturally relaying examples and anecdotes to help direct the conversation. Frames discussions to elevate group thinking, helping stakeholders see or recognize new points of alignment. Is generally accepted by the customer as a member of their team (a voice of reason and authority on the subject matter), evidenced by the customer viewing the seller as an arbitrator of debate. Inspires team members to focus on customers and ask questions that will help them better understand the customer’s design needs and specifications. Encourages team members to understand the connections between design, customer requirements/needs, and profitability. Personally partners with senior leaders within the customer organization to champion CCL’s Design capabilities in a way that connects with the customer’s business and their needs. Shares insights that will help the customer think not only about today’s design needs but also about future potential needs.
Communication Skills: Extremely articulate verbally and in writing. Listens, speaks, and writes clearly and consistently for maximum impact even complex messages. Ability to influence and diplomatically advocate a point of view with both internal and external customers when situation requires a strong voice. Ability to say no when appropriate. Effectively translates technical, political, economic, and cultural information into clear and concise messages for cross-functional leaders and groups who may not have technical expertise. Keeps business and cross-functional stakeholders well informed about changes, problems, or issues that affect them.
Negotiation: Coaches team members on how to effectively influence and steer the most complex, difficult negotiations. Shares his/her insights that they have through their own negotiations, supporting a culture of teamwork and mutual learning.
Learning Agility: Willingness to learn from experience. Seeks out experiences that may change perspective or provide an opportunity to learn new things. Enjoys experimentation, being curious and effectively dealing with the discomfort of change. Pursues, responds to and uses feedback. Adapts to ambiguous and changing situations.
Digital Skills: Use the appropriate technologies (e.g., social media, learning platforms, data platforms, applications, systems) at the right time and in the right way to find information, communicate ideas, connect with others, and create new knowledge and other work products. Assess information and judge the quality, relevance, usefulness, validity, and applicability of digital information.
Virtual Team Leadership: Strong interpersonal skills; ability to articulate crystal clear expectations; commitment to regular and meaningful communication
Stakeholder, Networking Skills & boundary spanning leadership: Influences and gains the commitment of individuals and stakeholders in a compelling manner; listens with insight to potential obstacles to making organizational changes. Seeks opportunities for synergy and integration with other parts of the organization. Ensures cross-functional collaboration is possible and minimizes boundaries that prevent collaboration.
Self-Organization Skills: Able to creating structure and order, boosting productivity, and prioritizing tasks that must be completed immediately, versus those that can be postponed, delegated to another person, or eliminated altogether.
Influencing Skills: Varies approach to inﬂuence a wider range of people; gains support for own views; develops and uses networks of contacts across the business. Adapts their style appropriately. Has a positive & assertive personal impact. Achieves outcomes beneficial to the majority. Understands others' perspectives and provides clarity in ambiguous situations.

Education and Experience:

Minimum 15 years’ experience providing leadership solutions in corporate business and/or organizational development field.
Proven experience working in or consulting with large multinational corporate clients.
Expertise in the development of complex customized leadership development solutions for individual leaders as well as system-level change initiatives.
Experience in leadership role(s) within organization(s).
Experience in client relationship management and consultative selling.
Certifications in organizational and leadership assessments are pluses.

Other Requirements/Experience:

Up to 30% travel may be required to select client sites.