Client Operations Manager
Global Eagle Entertainment
Knutsford, UKThis was removed by the employer on 4/19/2017 12:08:00 PM PST
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Full Time Job
Client Operations Manager | Global Eagle Entertainment Inc.
Key responsibilities
As a Client Operations Manager you will report to the Operations Manager – London under the Director of Operations.
The Client Operations Manager would be responsible for coordinating all aspects of an airline's media cycle including Timelines from content selection through to final delivery to aircraft and all related activities in between (including supply of on time and accurate data and technical services). The precise mix and balance of tasks/responsibilities will vary depending on the needs of the Airline accounts and the client requirements. This position is responsible for delivering allocated projects/accounts.
A large part of your role will communicating with all stakeholders involved in delivering the airlines cycle. You will be the driver for ensuring “customer satisfaction” is exceeded by making sure all products are delivered on time and to the highest possible standard.
More specifically, the job entails to:
Management
• Project management
• Overseeing all activities related to the client account from Content Selection, through to Metadata, through to all technical activities such as encoding, duplication and integration
• Timeline Creation and Management
• Process Management and continued review for improvement
• 3rd Party Liaison with Hardware manufacturers/Integrators related to file delivery
• Control and monitor of the delivery of all assets (i.e. status sheets, SDS etc.)
• Problem solving and prevention
• On-time and Quality Reporting – In cycle and post cycle analysis and actions
• Identifying trends, improvements and efficiencies
• Issue handling and resolution
• Liaison with Creative Team over delivery of graphics/promos
• Liaison with sales over delivery of advert placement
• Tracking of movie content from Lab to OEM and issue resolution
Communication
• Attending and contributing to weekly ops meeting as held by Operations Manager
• Liaising with UK and International offices on content delivery
• To ensure that all issues/problems and are processed quickly and effectively, to ensure that the client is receiving the required level of service in order to maintain a good client relationship
• To make contact with clients on regular basis and be the driver for ensuring customer satisfaction.
Interdepartmental
• Liaison with departmental Team Leaders
Development of Self and Others
• Is committed to the continuous process of education and development of him/herself
• Shares knowledge, skills, experience and coaching for improvement
• Accepts responsibility for developing succession plans for his/her own role in order to protect company and Client relationships as well as service levels.
Qualifications / Experience
Ability to
• Delegate work in a way which builds commitment and opportunity for others
• Plan and carry out responsibilities with minimal direction
• Handle Stressful situations and deadline pressures well
• Accepts responsibility for achieving goals and expectations
• Work as part of a team
• Understand Client, investor and shareholder perspectives
• Excellent organizational and multi-tasking skills
• Excellent written and oral communication skills
• Demonstrated ability to establish and maintain effective relationships and partnerships with key stakeholders.
• Demonstrated experience in leading and managing projects that are strategic in nature and global in scope.
• Excellent organizational skills with demonstrated ability to execute projects on time and on budget.
• Strong interpersonal, communication, facilitation and presentation skills.
• Ability to work independently and with minimal supervision
• Extremely detail orientated
• Technical competence (understand software, hardware, networks, etc
• Motivated, goal orientated, persistent and a skilled negotiator)
Skills Required
• Able to build rapport and maintain client relations.
• Confidence in delivering presentations comfortably and successfully to large audiences, including up to board level.
• Confident working with Excel and PowerPoint, including pivot tables and Windows Vista.
• “Out of the box” forward thinker.
• Understand client objectives and requirements.
• Identify opportunities to grow existing accounts.
• Manage a variety of accounts whilst delivering an excellent service.
• Able to deliver to strict deadlines; capable of working successfully under pressure. Negotiation skills.
• Able to construct and write business proposals.
• Generate new business.
• Exceptional communication skills at all levels.
• Recognise and proactively overcome challenges.
Organizational relationships
• Reports to the Director of Operations. This position also interfaces with key personnel within IFP, its peer organizations and their shared Client base.
• Internal relationships include interactions between the Executive Leadership Team, Parent Company Stakeholders and international offices, production, sales, marketing, technology and other key departments.
Areas of interest and intrinsic competencies
Customer Service
• Be cognizant of the Customer’s environment when working with team members to resolve issues
• Work to maintain an open dialogue with Customers in both positive and negative situations
• Establish goals and measures to monitor and achieve Customer satisfaction
• Provide resources that are needed to meet Customer expectations
• Be proactive in developing and facilitating partnership relationships with key Customers
Continuous Improvement
• Establish benchmarks for the organization based upon desired performance outcomes
• Challenge the status quo and look for more efficient ways of achieving goals
• Actively listen to team members for recommendations regarding ways to increase productivity
Teamwork
• Maintain a positive atmosphere that encourages cooperation with other individuals, teams, and leaders
• Identify and eliminate barriers that inhibit teamwork
• Work with the team in establishing obtainable goals
• Know and utilize strengths of the team
• Demonstrate effective facilitation and meeting skills and effectively resolve conflict
Integrity
• Act in a way that shows dedication to the mission and goals of the team and the company
• Treat team members with dignity and respect
• Maintain confidentiality
• Follow through on commitments
Please note: only shortlisted candidates will be contacted.