Retail Operations Excellence Engineer

2 weeks ago

Cairo, Egypt TAQA Group Cairo, Egyp Full time

This is a remote position.

Founded in 1982, WPO is the largest independent provider of holistic wellbeing solutions. Through our customized programs, and comprehensive global network of credentialed providers and professionals, we support individuals to become healthier, happier, and more productive both personally and professionally. Trusted by 51% of Fortune 500 companies, we deliver high quality care digitally and in-person to over 75 million individuals across 116,000 organizations in more than 200 countries and territories.

Description:

WPO is actively looking for a Director of Account Management, Americas to support the Account Management team in North, South and Central America. This role will report directly to the Vice President of Account Management, Americas and is responsible for the management of a team of Account Managers and Senior Account Managers. The position requires a proactive approach with the ability to deliver effective supervisory people management outcomes, setting team objectives, delivery of team business targets, coaching and training staff, assisting team members with their client accounts on a day-to-day basis, acting as a lead representative for the business with clients, and standard account management activity for assigned client accounts. Additionally, the role involves supporting the Vice President of Account Management, Americas, the global Account Management team, and other WPO Departments, in order to work towards the achievement of business objectives. Business travel may be required, as needed throughout the region and abroad.


Position Responsibilities:

· Responsible for the management and support of a team of Account Managers and Senior Account Managers. This includes onboarding, performance management, setting staff objectives, coaching, and mentoring. Resource planning will also form part of the role in consultation with the Vice President of Account Management, Americas, Chief Customer Officer, Global Account Management and CEO.

· Actively assisting team members with the development of their new and existing accounts on a day-to-day basis.

· Acting as a lead representative for the business in developing client business relationships, including attending client meetings, assisting with business up-sales, client renewals and working with Business Development to secure new business opportunities. In conducting these duties, the Director will liaise closely with the Vice President of Global Account Management, Americas, and Chief Customer Officer.

· Responsibility for the delivery of agreed business performance outcomes, business planning objectives, as well as key deliverables in client account management. This includes monitoring and reporting on agreed team revenue targets, reviewing and allocating team portfolios, analysis of team performance, recommendations on business improvements, and achieving agreed business objectives.

· Develop strong Premier / Strategic client relationships, in order to deliver excellent Customer Memorable Experiences.

· Undertake and support team with regards to planning and launch activity for new clients and supporting existing clients with on-going initiatives and contact activity.

· Represent WPO at external company events.

· Participate in ad hoc projects and assignments on behalf of the department and company.

· The Director of Account Management will also be expected to manage a portfolio of accounts as agreed upon with the Vice President of Account Management, Americas.


Core Competencies:

· Excellent people management and business management skills.

· In-depth knowledge of WPO s products and Americas EAP/Wellness markets.

· Demonstrated experience in a management role combining both people management and business management experience and responsibility in a commercial setting is required.

· Experience in account management roles, working with business to business, and or 3rd party intermediary client relationships, is preferred.

· Additional experience in account management dealing with global clients would also be an advantage.

· Strong Leadership skills.

· Ability to build strong business relationships.

· Skills and experience in business development

· Excellent communication skills.

· Proven Account Management Experience. At least 8 years within WPO or externally

· Ability to deal with the requirements of multiple stakeholders both internally and externally.

· Excellent time management skills and ability to prioritize and organize tasks to meet multiple deadlines and the ability to deal with change.

· Proven project management skills.


Experience and Qualifications:

· Bachelor s Degree in management, business or related field required. In addition, a clinical or psychology background would be a bonus.

· Previous demonstrated experience is preferred in account management or customer services roles working in business-to-business services sector and or with 3rd party re-sellers.


Note: This position description is not intended to be all-inclusive and may be subject to change. The incumbent may also be asked to perform other work-related duties to meet the on-going needs of the Workplace Options





Fluency in Spanish and English, through both verbal and written communications. Bachelor s degree (preference in communications, journalism, or another related field, but not required). Competency in working with Word, Excel, Outlook, PowerPoint, Adobe. Ability to take complex concepts and present them in a digestible, engaging way. Can adapt content and tone for different audiences. Shows meticulous attention to detail and diligence in following up on requests to SMEs. Results and quality-driven not satisfied with producing mediocre work. Effective time and people management skills, to ensure deadlines are met. Possesses strong analytical, problem-solving and decision-making capabilities. Confidence in working closely with executive-level staff. The ability to format and help design visually appealing documents. Previous proposal-writing experience preferred. Experience with Qvidian (or other content, RFP applications) preferred.

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