Assistant Manager/Manager, Client Success

WHO WE ARE We are a global engagement marketing agency that creates human-centric touchpoints that unleash the power of people to deliver innovation and growth. Firm believers in the power of building community since 1987, we are helping brands, associations and not-for-profit organisations solve their key people challenges through our core expertise: Live & virtual events, Strategic & digital communications and Consulting & community solutions. We are an independently owned agency, headquartered in Geneva, Switzerland, with a global presence of 60 offices in 31 countries. THE OBJECTIVE The Assistant Manager/Manager, Client Success serves as strategic partners and guardian of key client relationships, driving long-term value through engagement and solution-oriented delivery. In this role, you will manage MCI’s Global Account(s) base in Singapore and/or in the Asia Pacific region, strengthening client partnerships and sustaining business growth through effective stakeholder management and strategic communication. You will contribute to the achievement of financial targets and the overall growth of the assigned accounts. This position is responsible for managing and growing client accounts by gaining a deep understanding client objectives, anticipating evolving needs, and ensuring a seamless, high-quality client experience. As the primary point of contact, you will collaborate cross-functionally to mobilise resources, deliver integrated solutions, and ensure the successful project execution, while identifying opportunities to drive revenue growth and maximise account value. THE WORK Client Relationship Management (40%)  • Implement Annual Client Needs Assessment + Account Action Plan + Personal Action Plan • Manage relationship with local and country contacts • Possess a thorough understanding of client’s current and future needs • Take a client perspective, be the voice of the client within MCI • Recognize and meet client’s needs: be the voice of the client within MCI, responsible for the overall client experience and orchestrates deployment of MCI resources to provide comprehensive products, services, and solutions to the client • Possess client-centric attitude, good networking skills, empathy and cultural sensitivity Strategic Sales & Value Creation (20%)  • Identify respective global accounts trends and developments. • Develop growth within existing accounts in cooperation with Project Managers • Increase local country business opportunities; expose opportunities for MCI to offer business solutions and innovation to the client. • Identify potential opportunities for meetings and events within Singapore and Asia Pacific region and work with colleagues from MCI offices regionally and globally to pursue and develop these opportunities. • Create value by addressing client objectives and unmet needs in creative ways. • Plan and deliver effective, impactful and ‘persuasive’ presentations suited to the characteristics and needs of the audience. • Up-sell MCI services and solutions pro-actively during project lifecycle • Prepare thoroughly for negotiations and handle objections and disagreements, taking a consultative approach to resolve situations. • Able to quantify value and increase MCI’s revenue and market share. • Work on and oversee proposal and budget creation for pitches and RFPs from clients and in the process required to understand event/project budget and operations for different types of events.   Leadership and Performance Management (20%)  • Manage multi (functional/geographical/virtual) teams and enact (endorse) process  • Take an entrepreneurial approach and apply excellent financial planning skills to allocate resources based on strategies and related objectives • Delegate & team empowerment responsibility within the team • Monitor health of all relationships between MCI and clients • De-escalate disagreements and orchestrate resolutions. Strategic Planning & Execution (10%) • Achieve competitive advantage and create future growth through carefully planned and executed account action plans • Take ownership to increase long-term client value and meet MCI’s organic growth objectives • Know when to move forward/ ease back on an opportunity to maintain the strength of the relationship • Resolve shot-term challenges without being absorbed by day-to-day pressures • Translate client strategies and unmet needs into meaningful action plans, aligned with MCI objectives and business goals Leveraging Organizational Priorities (10%) • Usage extensive industry and market knowledge to serve the client as trusted advisor • Articulate knowledge of MCI products and solutions to demonstrate their added value in accordance with the client’s specific situation • Uphold MCI’s Code of Business Ethics and Sustainability Policy THE HIVE • Report to the Director, Corporate • Develop rapport within the team, Experiential team, and across all product practices. THE GOOD TO HAVE • This role is suitable for well-rounded individuals with business, hospitality, or a marketing degree. • 5 years of experience in meetings and events and/or hotel and hospitality industry • Superb verbal, written communication and presentation skills are essential. • Able to conduct research, drawing information from a variety of sources and channels. • Able to analyse research findings and develop concept plans & possess Digital Mindset. • Possess great client mindset and a proactive disposition. • Proficient in Microsoft Office applications Additional Local Benefits • Annual Leave & Birthday Leave • Employer paid business Travel Insurance, Medical Unlimited Whitecoat, Dental or Vision reimbursements • Employer paid Group Hospital & Surgical, Outpatient Clinical, Outpatient Specialist & Personal Accident • Comprehensive internal Learning & Development portal and opportunities for external courses