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Global Program Manager

Beijing, China

Global Program Manager

  • Beijing, China
The GPM role will have overall responsibility for managing customer communications locally in the Asia time zone. The role will be part of the global team and it requires a collaborative approach with the wider and senior owners within the global team in order to deliver the global centralized agreed Lionbridge services to the new GCA region. The GPM will be responsible for driving customer expectations and educating customer contacts on the centralised services and model while keeping the wider Lionbridge global and production team informed of customer updates. The role requires regular interaction with the wider Lionbridge teams and sites. Also intimate knowledge of the customers and proactive engagement are a must for this senior role.

This GPM role requires Excellent Communications skills - English and Mandarin (preferred Asian language) is essential
  • Ability to set customer expectations
  • Ability to negotiate with customer
  • Excellent presentation skills essential
  • 5+ years Localization experience
  • Located locally in Asia (preferably Beijing) time zone


Key Responsibilities:

  • Act as first point of contact for clients within the Customer Org within the Asia region. Forge strong relationships with the customer interfaces. Understand the client team dynamic, their business goals, priorities and challenges.
  • Gather and review financial reporting, VAR, Labour and PCM results, customer complaints and KPI data, together with the responsible PM.
  • Actively lead pre-sales efforts to win and on-board new customers, leveraging own experience and the experience from supporting teams within Lionbridge
  • Ensure the accuracy of financial project data, workflows, schedules and processes to maximize efficiency and profitability for one or more complex programs.
  • Bring the accounts to a new level of delivery, bring high level of value add to the account - improved processes, innovation, efficiencies, ensuring our internal teams consistently exceed quality standards
  • Participate in customer requirements planning and ensure that account teams are aligned with current and future customer requirements. Drive Quarterly Business Review [QBR] processes together with the client. Focus on upselling and optimisation during weekly and quarterly meetings
  • Overall responsibility for the timely flow of all account project actions from initiation to delivery, ensuring that projects meet quality, turn-around time and budget expectations
  • Contribute to global initiatives, meetings and process and system enhancements for one or more complex programs.
  • Set objectives and training requirements for PMs in the team and coach and help them to achieve growth and development in their role. Deliver input for formal performance reviews to upper management
  • Report on a regular basis to GPM/GPD, Director or Program Management and Site Management
  • Monitor daily work and performance of PMs in the GDCs. Address inadequate and reinforce good performance.
  • Participate in development of SLA and SOW docs as well as RFP processes


Requirements

  • Experienced in negotiating with customer and setting customer expectations
  • Experience in complaint communications and resolving with customer
  • Located locally in China and covering the local Beijing time zone
  • Native Mandarin speaker
  • Over 5 years' experience in Project Management, 2 of which must be at lead level
  • Excellent Client Communication and Management skills
  • Minimum 3 years' experience in leading localization or Digital Marketing accounts
  • Expertise in written communication: e-mail, status reports, proposals, etc.
  • Excellent Presentational skills is essential
  • Excellent at managing people: team building, conflict resolution, stakeholder management, negotiation, and decision making.
  • Experience in managing multiple project types such as web projects and/or online content preferred.
  • Thorough understanding and experience of company budgeting tools and processes.
  • Experience of working with offshore teams
  • Fluency in English.
  • Strong experience using Microsoft Packages


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