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Business Director
Affinion Group
Westerville, OH, United States
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Job Description
Position: Business Director, Service Delivery
Reports To: VP, Business Compliance
Summary:
The Business Director (BD) will act as single point of contact and provide seamless interaction with designated Travel Clients for all contact center related activities. As the Affinion client advocate and client key point of contact, this role is responsible for client satisfaction including client relationship, client profit and loss, retention and growth for assigned line(s) of business. Also responsible for leading, managing and directing the organization in the client’s service delivery, ensuring that Operations meets or exceeds the SOW requirements and team meets the operating and financial goals of the company. Maintain and strengthen the client relationship,
Responsibilities:
Primary client advocate and point of contact cross-functionally with responsibilities to include:
• Effective and timely client communication and escalation
• Client program and/or key initiatives enterprise deployment
• Partnering w/Operations to deliver / exceed KPI performance
Lead team members and promote teamwork and cooperation.
Drive the strategic planning for both existing and future growth of business.
Ensure contract terms are implemented as agreed in the statement of work or contract. Manage client requests for changes or additions to current or new business. Evaluate the operational impact of the request. Determine if the impact is acceptable as is, or requires a change in skill set, resources, and/or pricing of business.
Administer the KPI dashboard production, distribution, and facilitation of KPI performance.
Understand and drive the operational performance in the sites.
Create and manage links between the contract, pipeline and forecasting processes.
Evaluate and manage account planning and client business and strategic review processes.
Partner to monitor and manage the proposal and contract process.
Monitor and manage the efficient processing of all RFP’s and manage responses to large, strategic RFP’s for business the Business Director is assigned.
Work with Workforce Management to ensure proper staffing.
Facilitate/lead the Client Quarterly Business Review.
Establish client and product metrics to measure operational and financial results.
Manage scope of work assigned by the client. Manage client requests for changes or addition to process, evaluating the impact on the business and pricing if applicable.
Other duties as assigned.
Requirements:
• Skill in verbal and written communication to analyze, interpret and address customer needs
-Demonstrated ability to provide an exceptional customer experience
-5 to10 years relationship management experience with Fortune 500 clients
-Skill and knowledge of PC applications including Excel, Word and PowerPoint
-Skill and experience in project management
-Ability to work with minimal guidance or supervision in a time critical environment
-Ability to be flexible and quickly adapt to changing business needs and processes
-Ability to interact effectively with all levels of management and customers
-Bachelor’s degree with a minimum of 5 years related experience in marketing or sales
Equivalent education or experience may be substituted for any of the above.