Director, Customer Engagement

Provides therapeutic and technical expertise in project delivery execution, demonstrating the ability to react quickly and appropriately to escalations.

Provokes critical thinking in the Project management related to delivery operations, and trigger client referral or SOW extension in collaboration with Business Development colleague.

Contributes to the overall strategy development for proposals and pre-proposal opportunities.

Appoints and directs a cross-functional team of Project Delivery staff of differing levels of experience and project roles within RWDS to best meet client expectations.

Oversees the career development and performance management of their team, providing coaching in both soft skills and technical skills as related to the use of organization systems, tools and processes.

Identifies training gaps and implements strategic solutions, while driving employee motivation and trust.

Provides leadership to the department and fosters the ability to collaborate and balance business need with career development opportunities.

Continuously monitor customer satisfaction per project and across projects and implement corrective actions when necessary.

Provides innovative thinking in our customer engagement to anticipate client evolving needs and market changes.

Essential Functions and Responsibilities (other duties may be assigned) :

• Oversees the career development and performance management of their team, providing coaching in both soft skills and technical skills as related to the use of organization systems, tools and processes.
• Identifies training gaps and implements strategic solutions, while driving employee motivation and trust.

Provides leadership to the department and fosters the ability to collaborate and balance business need with career development opportunities.

• Provides leadership to deliver on customer expectations to achieve optimal customer experience during the project.
• Drives Risk Identification and Issue Resolution at project / program level.
• Ensures project team compliance with organization policies, SOPs, regulatory and project specific requirements.
• Expertly navigates the need to dive in / dive out of situations while ensuring the Project Lead remains empowered.
• Provokes critical thinking in Project Lead related to execution of delivery, financial negotiations and prioritization.
• Works with senior leadership team, in development of business growth strategies.
• Maintains awareness and engages as appropriate in the Contract Change Order process.
• Accountable for the career development and performance management of a group of project delivery direct reports.
• Provides coaching, soft skill and technical skill development to grow Project Delivery talent.
• Provides support / direction to direct report(s) with regards to knowledge of organization systems, processes and tools within RWD Project Delivery.
• Fosters collaboration and connections amongst peers.
• Cultivates high quality relationships with each direct report to create a trusting environment.
• Participates in Initiatives to foster talent development.
• Education, Professional Skills & Experience

Bachelors or Masters degree (preferred) in business strategies, marketing or marketing research.

Previous experience that provides the knowledge, skills, and abilities to perform the job (comparable to 12+ years).

5+ years of management responsibility.

Personal Skills & Competencies :

• Expert knowledge of the key principles of cross functional project management (Time, Quality, Cost)
• Excellent oral and written communication and presentation skills
• Demonstrated leadership and interpersonal skills including the ability to lead, motivate and coordinate cross-functional project teams
• Proven flexibility and ability to effectively prioritize workload and resources for project team members in a frequently changing environment
• Ability to coach, mentor and lead global and / or cross-functional teams with a cultural awareness
• Excellent customer service, consultation and relationship building skills with advanced negotiation and marketing skills with ability to influence others, prioritize expectations and drive results
• Proactive, solutions oriented and skilled in risk identification and management
• Ability to drive business unit strategies to capture, engage and retain repeat customers
• Ability to identify and address training gaps for soft skill and technical development, including managing performance stewardship, metrics and retention
• Ability to collaborate and foster accountability in a learning environment
• Ability to drive process improvement and strategic initiatives
• Management Role

Directs through lower management levels.

Has responsibility for managing a function that includes multiple related departments.

May manage employees across multiple regions.

Working Conditions and Environment :

• Work is performed in an office environment with exposure to electr