Job Title

GOS Head of Client Care & Digital Advisory

Job Description Summary

Head of Client Care and Digital Advisory will play a critical role in digital transformation, developing digital infrastructure and technical solutions to support our customers and organisational strategy along with oversight of the customer satisfaction, tasked with ensuring that your team not only resolves issues but also proactively nurtures and expands client relationships.

This pivotal leadership position is responsible for shaping and executing digital strategies across multiple clients and sectors. You will be instrumental in fostering a digital-first mindset within our GOS department, guiding both internal teams and clients towards innovative, data-driven digital solutions.

The ideal candidate will be a strategic thinker with a passion for digital innovation and a proven track record of developing and executing successful digital strategies. You will have a strong understanding of the evolving digital landscape as well as in-depth comprehension of GOS Business and Clients to meet the need for stabilization and growth.

Job Description

Job Description (summary of the role purpose): 

Head of Client Care and Digital Advisory will play a critical role in digital transformation, developing digital infrastructure and technical solutions to support our customers and organisational strategy along with oversight of the customer satisfaction, tasked with ensuring that your team not only resolves issues but also proactively nurtures and expands client relationships.  

This pivotal leadership position is responsible for shaping and executing digital strategies across multiple clients and sectors. You will be instrumental in fostering a digital-first mindset within our GOS department, guiding both internal teams and clients towards innovative, data-driven digital solutions. 

The ideal candidate will be a strategic thinker with a passion for digital innovation and a proven track record of developing and executing successful digital strategies. You will have a strong understanding of the evolving digital landscape as well as in-depth comprehension of GOS Business and Clients to meet the need for stabilization and growth. 

Core Responsibilities: 

Digital Strategy Development: 

 

Spearhead the formulation of our GOS Client Care and Digital strategy, closely aligned with overarching business goals and prevailing market dynamics. 

Leverage meticulous research and data-driven analysis of digital trends, consumer behaviors, and competitor activities to unveil untapped opportunities and shape our roadmaps. 

Overseeing Client Technology stack and reporting to identify growth opportunities and ensure Business utilize its full capabilities and potential. 

Craft strategic objectives, tangible KPIs, and performance metrics to gauge the efficiency of IT platforms 

Collaborate seamlessly with senior leadership, fostering consensus and ensuring harmony between our technology roadmap and broader organizational objectives. 

Client Success Strategy Development: 

Developing and refining the company's customer success strategies and processes to ensure optimal customer engagement and satisfaction. 

Leading and managing the customer success team, including hiring, training, and performance evaluation to build a high-performing team. 

Collaborating with sales and marketing teams to ensure a seamless customer journey from initial acquisition through to long-term retention. 

Identifying opportunities for customer account growth and encouraging upselling and cross-selling initiatives. 

Overseeing customer onboarding processes to ensure customers realize the value of the company's products or services quickly and efficiently. 

Conducting regular business reviews with customers to assess satisfaction, address any issues, and align on future goals and plans. 

Maintaining firm partnership and alignment between Tech and Business to ensure effective resource allocation regarding technology demand. 

Providing executive sponsorship for major accounts and acting as a point of escalation for critical customer issues. 

Utilizing customer feedback and data analytics to inform product development and improve the overall customer experience. 

Cross-Functional Collaboration: 

Forge robust collaborations with key stakeholders, including marketing, IT, product development, and top-tier leadership, to seamlessly integrate IT strategies into our holistic business agenda. 

Partner closely with internal teams to harmonize digital strategies with customer needs and GOS business objectives 

Provide sagacious guidance and hands-on support to cross-functional teams to ensure effective communication and delivery of Client Care and Digital Advisory 

Master the art of interpersonal communication, ensuring effective interactions across the corporate hierarchy for the Digital Advisory and Client Care 

Oversee and lead Vendor Quarterly Business Reviews (QBRs) to evaluate overall product health and go-forward strategy  

 
Performance Measurement and Analysis: 

 

Lay the foundation for precise measurement frameworks, defining mission-critical KPIs and analytics methodologies to monitor and assess the efficacy of digital initiatives. 

Harness the power of data, transforming it into actionable insights and strategic recommendations, driving the optimization of digital strategies, customer experiences, and business objectives. 

Engineer insightful reports and persuasive presentations for senior leadership, spotlighting the transformative influence of digital advisory on core metrics and overall business performance. 

 

 
Team Leadership and Development: 

Lead a talented squad of digital analysts, Client care managers and specialists, offering them unparalleled mentorship, guidance, and avenues for professional growth. 

Foster a culture of collaborative synergy and inclusiveness, encouraging the exchange of knowledge, inventive thinking, and cross-disciplinary cooperation. 

Set benchmarks and expectations, actively monitor team performance, and supply constructive input to cultivate excellence and perpetual enhancement. 

Ownership of the Client Journey digitalization domain, to deliver CW GOS business ambition to re-design the tools supporting the end-to-end Clients in property management, transactions and Client Accounting 

Collaborate with senior management globally to align strategy and provide vision for the platform 

Ensure transparency and effective communication across stakeholders  

Monitor system performance and lead initiatives to optimize processes and technology. 

Identify and mitigate risks associated with technology, regulation, data security and privacy.  

Provide mentorship and guidance to team members to develop junior team members and ensure successful project execution.  

Manage budgets, succession planning, career progression, appraisal, and compensation 

Propose, review and challenge Application Architecture and Design 

 

 

 

 

 

 

 

 

 

 

Qualifications: 

A bachelor's degree in tech, marketing, business, or a related field (master's degree preferred). 

10+ years of experience scaling customer success/digital advisory functions at Industry leading companies,  

5+ years as a people leader - a demonstrable history of leading and inspiring high-performing teams 

Previous Industry consulting experience is a strong asset 

A demonstrated track record as a Head of Digital Strategy, Digital Strategy Manager, Client Care Manager or a comparable leadership role. 

A profound comprehension of digital strategies, channels, technologies, and ongoing industry trends. 

Capacity to dissect data, synthesize insights, and make data-informed judgments. 

Robust project management proficiencies, enabling the effective prioritization and orchestration of multiple concurrent initiatives. 

Adeptness with digital marketing tools, analytics platforms, and nascent technology trends. 

A proven history of steering digital transformation undertakings and adeptly managing the dynamics of organizational change. 

A keen business acumen that effortlessly aligns digital pursuits with the overarching compass of business goals. 

 

 

Skills & Personal Qualities: 

Ability to work effectively in a fast-paced, dynamic environment, managing multiple priorities and meeting deadlines. 

Client-centric approach and demeanor  

Project management, budgeting and purchasing skills 

Deep understanding of the marketplace 

Leadership and team management 

Data analytics and metrics management skills 

Critical thinking and problem-solving skills 

Strong communication, presentation, and public speaking skills 

Ability to work on multiple projects in various stages simultaneously 

Experience drafting Product and Market Requirements Documents 

Solution Oriented 

Strong Organizational skills 

Ability to set and manage priorities 

CRE Commercial awareness 

Team Player with strong collaboration skills 

Ability to prioritize for others and work to stringent project timescales 

Self-starter 

Ability to articulate ideas to both technical and non-technical audiences 

Keen attention to detail  

Strategic mindset and ability to envision end state and the milestone activities to achieve 

Exemplary oral and written communication skills, underscored by consummate presentation abilities and interpersonal finesse. 

Conflict Resolution experience 

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $191,250.00 - $225,000.00

Cushman & Wakefield provides equal employment opportunity. Discrimination of any type will not be tolerated. Cushman & Wakefield is an Equal Opportunity / Affirmative​ Action employer. All qualified applicants will receive consideration for employment without  regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other characteristic protected by state, federal, or local law.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at 1-888-365-5406 or email HRServices@cushwake.com. Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”