Client Delivery Associate Director

<p><font face="Arial"><b>Position Title: </b>Client Delivery Associate Director</font></p><p><font face="Arial"><b>Department: </b>Client Success</font></p><p><font face="Arial"><b>Reports to: </b>Head of Client Service Delivery</font></p><p><font face="Arial"><b>Type:</b> Full Time</font></p><p><font face="Arial"><b>Location: </b>Kuala Lumpur, Malaysia | EMEA Shift: 4:00 PM to 1:00 AM</font></p><p><font face="Arial"><br /></font></p><p><font face="Arial"><b>Role Overview:</b></font></p><p><font face="Arial">As a Client Delivery Associate Director (CDAD), you provide strategic and operational </font><span style="font-family:Arial;">leadership across a portfolio of client accounts. You oversee delivery performance, drive </span><span style="font-family:Arial;">program and project management excellence, and ensure consistent execution that meets </span><span style="font-family:Arial;">quality, scope, and client satisfaction standards. </span><span style="font-family:Arial;">This role requires a balance of strategic oversight and hands-on program management </span><span style="font-family:Arial;">leadership, ensuring your teams deliver measurable value and operational excellence that </span><span style="font-family:Arial;">support account stability, retention, and growth. You will partner closely with Client Partners, </span><span style="font-family:Arial;">Client Success Managers, and functional leads to embed disciplined project governance and </span><span style="font-family:Arial;">continuous improvement across delivery teams.</span></p><p><span style="font-family:Arial;"><br /></span></p><p><font face="Arial"><b>Your Key Responsibilities:</b></font></p><ul><li><font face="Arial">Own delivery performance across a portfolio of accounts, ensuring consistent execution </font><span style="font-family:Arial;">quality, operational health, and adherence to delivery standards.</span></li><li><font face="Arial">Lead moderately complex, multi-workstream delivery programs, integrating cross-functional </font><font face="Arial">teams and managing dependencies, change control, and sequencing to drive </font><span style="font-family:Arial;">predictable outcomes.</span></li><li><font face="Arial">Serve as the primary delivery authority for assigned accounts, making day-to-day </font><span style="font-family:Arial;">delivery decisions and escalating only when defined thresholds are met.</span></li><li><font face="Arial">Partner closely with Client Partners and Client Success Managers to align delivery </font><font face="Arial">execution with strategic client priorities, value realization goals, and expansion </font><span style="font-family:Arial;">readiness.</span></li><li><font face="Arial">Lead regular delivery health reviews, proactively identifying risks, utilization issues, and </font><span style="font-family:Arial;">quality gaps before they escalate.</span></li><li><font face="Arial">Partner with Client Health & Risk to ensure Client Health Score accuracy, contribute </font><span style="font-family:Arial;">delivery insights, and support risk mitigation or recovery motions when required.</span></li><li><font face="Arial">Implement and refine delivery governance cadences, including account reviews, </font><span style="font-family:Arial;">performance scorecards, and delivery retrospectives.</span></li><li><font face="Arial">Present delivery performance, optimization recommendations, and execution insights in </font><span style="font-family:Arial;">client-facing forums, including QBRs and strategic reviews as appropriate.</span></li><li><font face="Arial">Coordinate resourcing, workflow prioritization, and delivery sequencing across teams to </font><span style="font-family:Arial;">maintain momentum, manage constraints, and protect client confidence.</span></li><li><font face="Arial">Coach Delivery Managers and Coordinators to strengthen execution discipline, QA rigor, </font><span style="font-family:Arial;">escalation judgment, and proactive risk management.</span></li><li><font face="Arial">Anticipate resource gaps, process inefficiencies, and execution risks; lead structured </font><span style="font-family:Arial;">resolution plans and guide teams through clear decision-making.</span></li><li><font face="Arial">Champion operational improvements by standardizing best practices, delivery models, </font><span style="font-family:Arial;">and process enhancements that improve scalability and efficiency.</span></li><li><font face="Arial">Contribute delivery insights to strategic planning, value realization, and growth </font><span style="font-family:Arial;">conversations led by CPs and CSMs.</span></li></ul><p><font face="Arial"><b>Your Mindset</b></font></p><ul><li><font face="Arial">Client-Obsessed: Anchored in creating measurable value for clients through </font><span style="font-family:Arial;">operational excellence and proactive delivery leadership.</span></li><li><font face="Arial">Strategic & Analytical: Connects delivery performance with business outcomes and </font><span style="font-family:Arial;">retention goals.</span></li><li><font face="Arial">Process-Oriented: Instills structure and discipline in program execution across teams.</font></li><li><font face="Arial">Empowering Leader: Coaches, mentors, and builds high-performing teams.</font></li><li><font face="Arial">Collaborative: Operates effectively across global functions and time zones to ensure </font><span style="font-family:Arial;">seamless execution.</span></li><li><font face="Arial">Growth-Minded: Continuously improves processes and champions innovation.</font></li></ul><p><font face="Arial"><b>Core Success Metrics</b></font></p><ul><li><font face="Arial">Net Revenue Retention (portfolio-level impact)</font></li><li><font face="Arial">Client NPS & Satisfaction (function-level ownership)</font></li><li><font face="Arial">Delivery Quality, SLA Adherence, and Escalation Resolution</font></li></ul><p><font face="Arial"><b>Your Qualifications</b></font></p><ul><li><font face="Arial">7–9 years of experience in client delivery, marketing operations, or project/program </font><span style="font-family:Arial;">management roles.</span></li><li><font face="Arial">Proven track record in managing multi-account delivery portfolios or large-scale client </font><span style="font-family:Arial;">engagements.</span></li><li><font face="Arial">Demonstrated mastery of program and project management methodologies (agile, </font><span style="font-family:Arial;">waterfall, or hybrid) to deliver complex, cross-functional marketing initiatives.</span></li><li><font face="Arial">Strong experience leading distributed delivery teams and managing interdependencies </font><span style="font-family:Arial;">across practices.</span></li><li><font face="Arial">Skilled in stakeholder engagement, escalation management, and performance reporting.</font></li><li><font face="Arial">Advanced use of project management tools and data dashboards for visibility and </font><span style="font-family:Arial;">governance.</span></li><li><font face="Arial">Excellent communication and leadership skills across multiple levels of stakeholders.</font></li><li><font face="Arial">Formal training or certification in project/ program management (e.g., PMP, PMIACP, </font><span style="font-family:Arial;">PRINCE2, or equivalent) preferred</span></li></ul><p></p>