Client Success Director

Kuala Lumpur, Malaysia

Job Description


Company Description

About Publicis Groupe

Publicis Groupe, known for its world-renowned creativity, best in class technology, digital and consulting expertise, is the world\xe2\x80\x99s third largest communications group in the world. With more than 80,000 people in over 100 countries, the Groupe has four Solution hubs: Creative with Publicis Communications, Media with Publicis Media, Digital business transformation with Publicis Sapient, and Health & Wellbeing with Publicis Health.

Since 2014 and the acquisition of Sapient, Publicis Groupe has undergone a profound transformation by scaling a new model connecting data, creativity and technology. We have continued on that journey with the 2019 acquisition of Epsilon to further scale our data led offering and provide true momentum to our clients own transformation.

This model, with a country led approach, is called the \xe2\x80\x9cPower of One\xe2\x80\x9d and gathers all the capabilities of the Groupe under one roof, putting clients at the core of the organisation.

It breaks down the silos between Publicis Communications, Publicis Media, Publicis Sapient, and Publicis Health making them work seamlessly and efficiently to help clients transform marketing and business at scale.

Never has our vision and drive for Power of One been as demonstrable as in the role of the Global and Regional Client lead. The Publicis Groupe is a brand led organisation powered by data driven global Practices and has our clients at the absolute core of our business. The role of a RCL is essential for driving growth, for understanding and leading our clients own transformation through delivering the true scale our agencies capabilities. A RCL sets the vision, builds a culture of collaboration and curates a team of experts from our whole Groupe to deliver on that promise. They are true leaders with responsibility for revenue, profitability and leading the relationship with our clients. We could not be more committed to delivering excellence and we articulate our approach to that as the following;

Clients Come First; The entire Publicis Groupe transformation was designed to put clients at the center of all we do. Their needs and objectives drive the solutions we provide in order to help them win and grow.

We are Seamless; We have created the powerful role of the Regional Client Leader. One person who acts as one point of access and one point of accountability to tap an 80,000-deep pool of talent - free from silos, legacy, and convention.

We are Frictionless; We have unified P&Ls and removed all operational barriers that enable true collaboration.

We are Modular; The core benefit of our new organization is not only in the depth and range of capability but, more importantly, in our ability to configure situationally; the ability to configure around individual client needs and an open architecture to plug & play world class partners when needed. Modularity is critical as it enables a future proof way for this organization support innovation now and keep pace the changes that show no sign of stopping.

We are United; By fusing together our creative, intelligence, and technology expertise, we are able to provide clients with transformative ideas and consumer experiences, unlike any other agency or holding company in the marketplace.


  • Responsible for orchestrating the markets so they are able to implement toolkits/blueprints with excellence
  • Leads and co-ordinates marketing campaigns and activities across all hubs/markets within a region to ensure strong agency performance across the region
  • Responsible for deploying, monitoring and assessing the take up, usage and effectiveness of assets ensuring learning flows to and from the markets
  • Partner with markets to set up the platform to monitor, report and improve on effectiveness of marketing per agreed KPI framework
  • Liaises with local teams to build digital literacy and drive best practice adoption
  • Compared to the Account team, the network lead is market facing and accountable for all \xe2\x80\x9cdelivery\xe2\x80\x9d operations, also ensuring the right infrastructure is in place to drive Marketing Transformation
  • Managing monthly proof of performance, invoicing, travel management, co-ordination of regional SOW tracking/offers
  • Continuous improvement development and implementation including potential new collaboration tools
  • Regional Budget Controlling \xe2\x80\x93 providing insight in to Agency Fee and Production actual costs vs. forecast to deliver transparency on regional commitments. Ensure markets are all compliant on tracking
  • Regional cost steering - managing local Office Agencies to drive efficiency planning
  • Timely co-ordination of all commercial processes (monthly proof of performance & invoicing, travel management, co-ordination of regional SOW tracking/offers) Monitor FTE status and optimisation
  • Close Market Steering to drive adoption of regional approach across markets via co-ordination of weekly call per market, covering all steering topics
  • Run weekly Sharing calls with all MALs to ensure clear communication of priorities and to promote share and reapply
  • Run monthly deep dive calls with Japan/Korea
  • Drive regular exchange with Region Europe/GSU to drive sharing & learning
  • Development of sharing platforms with Client ROS \xe2\x80\x93 Kanban, Confluence and set up key reports/operational principles
  • Lead Market Status Reporting to improve adoption/performance of new capabiltiies
  • Co-ordination of Agency evaluation (PBR)and creation/monitoring of action plan
  • Own regional training plan
Qualifications
  • 10 - 12 years in marketing in an agency with significant experience in the digital spa
  • A demonstrated powerful passion in managing regional market needs in terms of tactical and strategic requirements
  • MUST HAVE experience in the automotive industry
  • Previous experience in running global or regionally dispersed network teams
  • Strong digital and data fluency, with proven capability in delivering integrated campaigns with excellence
  • Strong collaborator and influencer - will need to work closely with global, regional and local multi-disciplinary teams as well as partner agencies
  • International client experience required and open to extensive travel
  • Financial acument
  • Extensive marketing knowledge across media, including Mobile and Social
  • An impressive, demonstrated ability to effectively grow existing client relationships
  • An impressive track record of project management and performance management skills \xe2\x80\x93 you\xe2\x80\x99re known for your ability to coach and develop talent, inspire and drive change, and bring varied groups together to collaborate
  • Superb communication, presentation analytical and training skills \xe2\x80\x93 you\xe2\x80\x99re articulate, concise, engaging and effective
Additional Information

Our employee benefits package comprises the following:

Generous leave entitlements, including birthday leave, rest day and family care leave.

Office closure for World Mental Health Day 10th October.

Additional Company closure for all 4 major festive Celebrations

Cashless comprehensive medical coverage, including access to a panel clinic, dental and optical care.

Life and personal accident insurance and group hospitalization and surgery.

A hybrid working schedule and with Friday disconnects.

Rest Relax & Recharge - office closure last week of December every year.

Phone Allowance

Publicis Groupe

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Job Detail

  • Job Id
    JD947210
  • Industry
    Not mentioned
  • Total Positions
    1
  • Job Type:
    Full Time
  • Salary:
    Not mentioned
  • Employment Status
    Permanent
  • Job Location
    Kuala Lumpur, Malaysia
  • Education
    Not mentioned