SVP, Client Delivery (EMEA)

Summary/Objective

API is seeking a well-seasoned industry professional to join our company as Head of Client Delivery to oversee the entire EMEA region in terms of Account Management, Sourcing and Operations.  This role also builds and maintains relationships with API’s EMEA situated clients. This individual will be responsible for maintaining long-term key customers by comprehending their requirements. 

The position will be based remotely in London, United Kingdom. The ideal candidate will be apt in building strong relationships with strategic customers. You will be able to identify needs and requirements to promote our API’s solutions and achieve mutual satisfaction.

The goal is to contribute in sustaining and growing our business to achieve long-term success.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Proactively execute a client relationship management plan to consistently meet and follow up with our clients and support to ensure delivery expectations are met and exceeded to ensure they do not turn to competition
• Understand all client operational and technical deliverables to best position API’s solutions
• Acquiring a thorough understanding of key customer needs and requirements
• Expanding the relationships with existing customers by continuously proposing solutions that meet their objectives
• Implementing marketing strategies; analyzing trends and results
• Facilitates problem resolution associated with planning, scheduling, systems and applications.
• Manages, oversees, develops and maintains the Account Management and Sourcing functions.
• Directly manages Account Manager/Director and Sourcing Specialist/Supervisor roles.
• Ensures that the Operations team successfully resolves issues such as delays and changes arising from unforeseen circumstances. 

Onboarding

• Holds responsibility for the effective on-boarding of new network clients
• Work with the account management group in the selection of the day-to-day account contact
• Develop a deep understanding of technology and services commitments in each contract as well as any SLA’s that may have an impact on the ongoing relationship and/or negotiations during contract renewals
• Validate and establish initial budget and forecast

Relationship Management

• Develop trust with a portfolio of major clients to turn them into long-lasting relationships and ensure they do not turn to competition
• Acquire a thorough understanding of key customer needs and requirements
• Expand the relationships with existing customers by continuously proposing solutions that meet their objectives
• Ensure the correct products and services are delivered to customers in a timely manner
• Interact and coordinate with the sales team and other staff members in other departments working on the same account
• Resolve any issues and problems faced by customers that cannot be resolved by the account management team and deal with complaints to maintain trust
• Participate in client QBR’s as needed
• Serve as the last escalation point for client
• Play an integral part in generating new sales that will

Contract Renewals

• Identify new sales opportunities within existing accounts by up-selling and cross-selling and leveraging this during contract renegotiations
• Identify optimal contract renewals period and renew early if necessary
• Incorporate key lessons learned and opportunities for improvement in new contracts to demonstrate API’s ability to continue to deliver value and be innovative
• Serve as the key contact for contract renewal negotiations between API and client
• Focus on securing new API prospects that fit into API’s “ideal customer profile”

Account Management

• Hire, train and manage Account Managers/Directors
• Responsible for the development and success of the team
• Maintain and align with company values, goals and objectives as “One API”

Sourcing

• Hire, train and manage Sourcing Supervisors and Specialist
• Responsible for the development and success of the team
• Maintain and align with company values, goals and objectives as “One API”

Operations

• Responsible for overall operational performance
• Client relationship management, serves as main escalation point
• Manages strategic initiatives based on business needs and contractual requirement of each client. Continuously monitors Key Performance Indicators to ensure excellent service.
• Leads the managers and supervisors to resolve operational issues and evaluates overall impact of delays for accommodations and/or sold out locations based on client Service Level Agreement (SLA).
• Provides guidance to Operations Center personnel during regular and irregular operations (IROPs).
• Leads strategy for contingency planning during operational disruptions.
• Ensures current, accurate information and procedures are utilized.  Addresses operations work methods and problems.  Ensures the team has up to date information to carry out the responsibilities of their positions. 
• Supports organizational policies and senior leadership through productive analysis and constructive suggestions.  Provides operational input for daily senior management briefings as required.  Examines and recommends changes to improve the quality and efficiency of the daily operational plan and execution of the daily schedule plan.

• Coach and mentor Operations team members.
• Maintain open communication with other Client Delivery Vertical Leads on overall operational status, potential concerns and system functionality.

Competencies

• Problem Solving/Analysis
• Building Relationships
• Coaching
• Business Acumen
• Strategic Thinking
• Results Driven
• Negotiation
• Leadership
• Customer Focus
• Managing Processes
• Market Knowledge
• Developing and Maintaining Budgets
• Technical Capacity
• Communication Proficiency

Qualifications/Experience

• Bachelor’s degree in business administration, sales and marketing or related field
• Experience in sales and providing solutions based on customer needs and proven experience as a key executive (Hotel, Airline and/or Technology based)
• Strong communication and interpersonal skills with aptitude in building relationships with professionals of all organizational levels
• Excellent organizational skills
• Ability in problem solving and negotiation
• Ability to effectively manage work load in a fast paced atmosphere relying on extensive experience and judgment to plan and accomplish goals.
• Solid judgment and leadership skills
• Shows attention to detail and the ability to produce high quality work
• Ability to positively present API in customer facing situations
• Loyal, trustworthy, mission-driven, and self-directed with a demonstrated passion for API and a commitment to working collaboratively with a management team of senior professionals
• Exceptional verbal and written communication skills
• Impeccable integrity, analytical skills and a strong work ethic 
• Persuasive presentation skills in both small and large audience settings

Preferred Education and Experience

Bi-lingual is a plus

Supervisory Responsibility
Yes

Position Type and Expected Hours of Work
API supports a 24/7/365 operation. This is a full-time position. Days and hours of work may vary depending on the needs of the business.

Travel
This position requires travel, approximately 20%.

Other Duties

Duties, responsibilities and activities may change at any time according to business needs.

The performance of additional responsibilities if you are designated as a Data Protection Champion (DPC), Senior Information Risk Owner (SIRO) or Information Assurance Accounting Officer (IAAO).

Work Environment

This position operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand, walk; use hands to finger, handle or feel; and reach with hands and arms.

AAP/EEO Statement

Accommodations Plus International is an Equal Opportunity Employer that does not discriminate on the basis of actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veteran status, sexual orientation, genetic information, arrest record, or any other characteristic protected by applicable federal, state or local laws. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.

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