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Work Background
Publicis GroupeClient Services Director and operations
Jun. 2023United Kingdom, LondonHead of department leading a Team of 5 Transcreation Directors and a New Business Director • Business Development: • Spearheaded new initiatives and responded to pitches by crafting competitive service solutions and models that drove the onboarding of major accounts such as Pfizer, Novartis, Sanofi, GSK, Maserati, Mondelez, and Nivea. Collaborated with the Financial Director to achieve revenue, margin, and KPIs, ensuring high client satisfaction.
• Client Relationships: • Managed key client relationships as the primary contact for inquiries, building and sustaining strong partnerships through clear communication and handling escalations effectively. Built strong relationships with the Global Leadership Team
• Strategic Leadership: • Promoted best practices and operational efficiency by identifying skill gaps, refining processes, and enhancing production workflows globally. • Campaign and Project Management: Led alongside the Team execution of large-scale TTL campaigns across Print, TV, and Digital platforms, ensuring on-time and within-budget delivery. • Operational Excellence: Implemented processes to enhance operational efficiency and effectiveness, promoting best practices globally. Supervised daily operations across global production hubs, maintaining seamless connectivity and performance.
• Profitability and Reporting: Managed commercial discussions and account profitability; generated detailed reports on account status and new business opportunities.
• Collaboration and Problem-Solving: Worked with regional Production Hubs and the Global Client Lead to refine ways of working, address operational gaps, and handle high-level issues.
• Resource Optimization: Assessed and optimized team resources and structures, bolstering business growth and operational efficiency, and assisted the Global Client and Finance Leads in defining scope and evaluating resource needs.
Publicis GroupeHead of Creative Language Services
Jan. 2022 - Jun. 2023London, England, United Kingdom
Freedman InternationalHead of the Localisation Team and Creative Services
Mar. 2019 - Jan. 2022London, United KingdomResponsible for overseeing and managing the efficient workflow from its inception with the Account Team through the Localisation Team process, ensuring that all deadlines are met and all aspects of Freedman’s Quality Control process are adhered to. • Business Development and Client Engagement: Partnered with business development and client services teams to plan and respond to tenders and pitches, promoting localization services both internally and to clients to drive growth and service enhancement.
• Team Expansion and Client Support: Expanded and enhanced the Localization Team to effectively support global clients such as Fitbit, Facebook, EA, and Oracle. Focused on adapting content based on market insights to meet diverse client needs.
• Collaboration and Process Optimization: Partnered with Account Directors on analysis of SOW, commercial proposals, negotiations and worked with Transcreation teams to ensure efficient processes and workflows
• Talent and Relationship Management: Built strong relationships with talents like copywriters and strategists. Established a Talent Team focused on enhancing collaboration and project outcomes.
• Localization and Technology Integration: Collaborated with engineers to optimize translation systems and integrate client CMS platforms for seamless workflows and integrations
• Content Deployment: Ensured localized content aligned with brand values was consistently deployed across media platforms.
• Brand and Quality Assurance: Organized programs and conducted quality assurance to align with brand strategy, strengthening brand consistency.
• Project and Quality Management: Managed the Localization Team to deliver on-time, budget-friendly projects. Enhanced quality through targeted improvements and training.
• Reporting and Strategic Recommendations: Provided reports and strategic insights, leveraging talent relationships to focus on service excellence
Wellcom WorldwideTranscreation and Cultural Insights Director
Mar. 2018 - Mar. 2019Supporting clients (Xsolla, HomeAway, Voltaren, F1, Nike, Pokémon, IKEA) and advertising agencies (Mother, Havas, BBH) in their Language services requirements across all media. • Team Leadership: Managed a distributed team of project managers across multiple projects, ensuring coordinated efforts and effective communication.
• Transcreation and Translation Management: Owned end-to-end transcreation and translation jobs, including briefings, sourcing, and managing translators, copywriters, editors, and quality control managers.
• Account Management and Reporting: Handled account management with weekly status reports and conducted team training sessions, including regular KPI reviews for performance improvement.
Jupiter Visual Communications LtdHead Of Client Services
Sep. 2017 - Mar. 2018Tobacco Docks Working with the Senior Management team in developing a strategy for the profitable growth and operation of the company. • Sector-Specific Targeting: Developed sector-specific strategies using reports generated from the Act CRM tool to enhance targeting accuracy.
• Digital Marketing Strategy: Implemented digital marketing strategies to boost client awareness and drive new business growth, aligning with overall goals.
• Client Services Best Practices: Developed and established best practices for client services to ensure high-quality interactions and satisfaction.
• Team Formation and Strategy: Formed and led a team dedicated to driving Hunters' regional strategy, fostering collaboration and strategic execution.
• Performance Standards Adherence: Maintained adherence to divisional performance standards, ensuring alignment with organizational objectives and benchmarks.
TagTranscreation and Account Director
Sep. 2008 - Aug. 2017London, United KingdomResponsible for the creation, optimisation and review of internal and external workflow processes for clients such as Levi's, Canon, Nike, Pernod Ricard, Coty, Patel Philippe, Uniqlo, JLR to name a few. • Business Development Collaboration: Worked closely with the MD to explore new business opportunities, securing accounts like Amazon, Intel, Intralinks, 3M and Nike
• Strategic Planning and Project Delivery: Led strategic planning and implementation, ensuring successful project delivery aligned with organizational goals.
• Rate Card Creation and Financial Management: Created and vetted rate card agreements for Language Services, managing P&L responsibilities across Transcreation, Translation, and Market Insights.
• Vendor Management: Assessed and selected vendors, handling third-party negotiations to optimize service quality and cost-effectiveness.
• Freelance Network Management: Managed a network of in-market freelance copywriters and translators, ensuring quality and consistency across projects.
• Client Management and SLA Adherence: Ensured client expectations were met, maintaining adherence to Service Level Agreements (SLAs) to deliver high satisfaction.
• Market Insights and Campaign Optimization: Provided market insights to optimize client campaigns, enhancing retail performance for clients like Tesco-The Orchard and Motorola LATAM.
• Brand Guardianship: Acted as brand guardian for clients, ensuring team alignment with brand messages and propositions while understanding local market nuances.
Project Scope Interpretation: Collaborated with the Creative Director to interpret project scope and write detailed transcreation briefs.
TagTranscreation Manager
Aug. 2001 - Aug. 2008London, England, United Kingdom• Resource Coordination: Ensured appropriate internal and external resources were aligned with project scope, coordinating with Project Managers on complex campaigns.
• File Preparation: Prepared files for translation, localization, and adaptation to ensure accuracy and readiness.
• Workflow Management: Liaised with copywriters, brand guardians, and translators to distribute work and manage the timely return of translations.
• Quality Assurance: Worked with proofreaders and editors to guarantee the best possible quality of translations, overseeing edits and approvals.
• Communication and Reporting: Provided progress reports to Project Managers, flagging any issues. Coordinated client amends, feedback, and updated glossaries and preferred terms.
• Quality Control: Conducted quality checks on files supplied by linguists, ensuring deadlines were met and maintaining high standards.
• Project Tracking and Documentation: Maintained status reports and recorded important supplier communications, ensuring accurate filing and project progress control.
• Terminology Management: Managed updates of the term base and translation memory to maintain consistency and accuracy across projects.
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