Kerja Sepenuh Masa, Senior Client Delivery Director di Novotech - Maukerja

Key Responsibilities


Strategic Client Relationship

• Establish and oversee client governance to ensure clear alignment between client expectations and Novotech capabilities.
• Build strong relationships with senior client stakeholders
• Lead the Executive Sponsor program for assigned strategic clients
• Maintain visibility of client priorities, concerns, decisions, and commitments, and ensure effective communication and follow-up with clients
• Translate client feedback and insights into clear internal actions and improvements.
  
  
  Client Delivery Oversight ('Red' Project intervention)
• Monitor delivery health and identify issues early, before they become significant client concerns or 'Red' projects
• Collaborate with internal project operations teams to identify root causes of client issues and co-create recovery plans
• Identify emerging relationship concerns and escalate them to the relevant Executive Leadership Team (ELT) members
• Maintain alignment between delivery performance and client expectations throughout the project life cycle
  
  
  Client Growth Support
• Based on client relationship and delivery insights, identify new business opportunities and connect them with CCO, CBO, and relevant commercial leadership teams.
• Identify opportunities for phase pull-through or service expansion
• Identify and support Client Referral opportunities
• Provide client and delivery insights to strengthen proposals and support the bid process, leveraging client knowledge to support new business wins
  
  
  Client Onboarding Management
• Ensure new clients start with clear expectations, appropriate governance, and a consistent understanding of how Novotech will work with them
• Meet new clients' senior stakeholders during the orientation and assess their preferences, priorities, and ways of working.
  
• Transfer relevant client knowledge and expectations to project teams before and during project initiation.
• Establish early alignment across key functions to create a seamless client experience from project kick-off and ensure smooth transition of client knowledge
  
  
  CX Operations Excellence
• Define and embed consistent client feedback processes, including standardized CX surveys and structured client feedback mechanisms.
• Maintain the client satisfaction measurement framework, including CSAT, NPS, CES, client relationship risk indicators (red/amber%)
• Analyze client feedback, delivery performance, relationship trends, and service gaps to partner with functional leaders in developing operational improvement opportunities
• Provide data-driven client insights and recommendations to the ELT and relevant regional/functional leaders
• Share delivery lessons and best practice to strengthen a customer-centric culture.
  
  Qualifications and Experience
• Proven experience in a senior client-facing role within a global CRO or comparable organization
• Strong track record of managing client relationships with senior client stakeholders
• Demonstrated ability to lead client governance and resolve complex client and delivery issues in a matrix environment
• Experience using operational data insights to design and drive service improvement
• Strong understanding of CRO operational delivery models
• Strong analytical skills and cross-functional influencing skill with the ability to translate complex data into actional insights and drive consensus across matrix teams
  
  Find out more about working at Novotech at: *************
  
  Novotech is proud to offer a great workplace. We are committed to being an employer of choice for gender equality and providing an inclusive work environment where everyone is treated fairly and with respect.
  
  Our team members are passionate about what we do, but we understand work is only of the things that is important to them. We support our team members with flexible working options, paid parental leave for both parents, flexible leave entitlements, wellness programs and ongoing development programs.
  
  We are looking for people who are passionate about working clinical research and biotech, including people who identify as LGBTIQ+, have a disability or have caring responsibilities.
  
  We are a Circle Back Initiative Employer and commit to respond to every application. We look forward to contacting you regarding your application.