Head of Implementation

**About us**

Indicia Worldwide is an insight and technology-led communications agency with global production expertise.

**Why we exist**: we create new value

At Indicia Worldwide, our philosophy is one of ‘creating new value’. We create new value at every step of the journey that a brand takes to market, by driving an increase in marketing performance and reducing costs in marketing execution. For our clients and their customers, we are building mutually-beneficial partnerships. We see this proposition, built around the perfect balance of efficiency and effectiveness, as pioneering, entrepreneurial and, above all else, sustainable.

Our substantial investment in our technology and data science capability, and resource, provide our differentiation in the marketplace. Data insight and marketing technology allow us to measure our work, evidencing ROI as the most critical metric in today’s environment.

We see ROI where others don't. We are the only agency that combines creative, data and technology talent with production and procurement expertise to improve your marketing performance and efficiencies. We realise ROI for our clients by enabling them to deliver more engaging, cost-effective and sustainable customer experiences.

As a business we draw on a rich heritage from the worlds of print, creative production, retail, data, digital, tech and creative, bringing these disciplines together to support global brands with their omnichannel marketing activation needs.

We believe in what we do. We believe this proposition makes us unique. We have the capacity to redefine the way marketing is activated for our clients across the globe. Now, and well into the future.

**The output**: Improved client performance by engaging consumers with brand ideas better, faster and more cost-effectively, across every step of a brand's journey to market.

**Purpose of the role**

The Head of Implementation & Adoption will establish and maintain a highly functional, united, and integrated team of Project Managers to ensure the best-in-class delivery of Client Implementation & Adoption Projects as well as Operational Technology Projects for APAC.

**Team Management**:

- Developing and managing a strong team of Project Managers.
- Owning the full employee life cycle: recruitment; supervision; training and coaching; performance management; behaviour.
- Overseeing the forecasting and analysis for resource planning for the team - work through and resolve any capacity conflicts, using organisational prioritisation where necessary.
- Supporting the direct reports with own people challenges - especially around workload management

**Business Development **- In quality of Implementation Expert, participate to Indicia Business Development efforts:

- Working in close collaboration with GCCO, APAC CCO (Chief Client Officer) and pitch teams
- Support shaping our best future response in line with our core proposition.

**Client Implementation**:

- From point of award, managing effective client implementations, through best-in-class program management including scoping, process evaluation and solutioning, people mobilization, technology activation, analytics, change management, comms & training:

- Setting goals and objectives.
- Selecting and building accountable, cross-functional project teams. Defining roles and responsibilities, assigning tasks and deadlines and empowering team members to achieve their goals.
- Checking feasibility and working out budgets, teams, and resources.
- Assigning tasks and deadlines and empowering team members to achieve their goals.
- Monitoring progress and ensuring on-time and on-quality deliverables.
- Managing day-to-day operational aspects of the projects.
- Adjusting project plans and reallocating resources as needed.
- Proactively identifying the issues and risks faced by the business, identifying the resolution and mitigating actions required, and escalating accordingly.
- Ensuring stakeholders’ satisfaction through constant communication and other change management principles.
- Being open to stakeholder feedback and flexible to readjust project plans.
- Prepare and deploy communication plans at different organizational levels.

**Client Adoption / Hypercare**:

- From go live date, in quality of Implementation expert, support the Client lead & Ops Excellence on client adoption through:

- Providing tailored tool kit including operational processes, governance, budget tracking based on monthly forecast, quality, and data reviews with the inclusion of surveys, surgeries, and refresher training.
- Ensuring value is delivered with the highest client satisfaction and the strongest feeling of partnership, with an aim for cross-selling and up-selling incremental services.

**Technology **- In partnership with the Tech Team (Product Owners, Head of Ops Technology, Development leads, etc.), managing effective implementations of either client-facing or internal-facing technology, always meeting the ag