APAC Regional Lead for Client Success & Programme Delivery (12-month FTC)
The Economist GroupWho we are
Since 1843, The Economist Group has championed independence, excellence and openness, helping people understand and tackle the critical challenges shaping the world. Today, we are building on that legacy as a global media and information-services company powered by digital innovation, analytical rigour and evidence-based insight.
Across our three businesses -The Economist, Economist Enterprise and Economist Education - we deliver trusted analysis and insights to individuals and organisations in more than 170 countries. United by a shared purpose to drive progress, we empower decision-makers to make sense of change and chart a course through an increasingly complex world.
As a colleague, you will be part of a culture that values ideas, encourages ownership and holds itself to high standards. We invest in people who are curious, thoughtful and adaptable, whether they are launching new products, reporting on global events or harnessing emerging technologies such as AI to improve how we work. Here, fresh thinking is taken seriously, ambition is matched by integrity, and great work is recognised. Working across disciplines, geographies and perspectives, we are united by a commitment to innovation, excellence and creating meaningful impact.
The Regional Lead for Client Success & Programme Delivery ensures that clients achieve exceptional value from their partnerships through frictionless and strategic project management and high-touch relationship management that anticipates needs, strengthens trust and drives long-term growth.
This role is focused within the APAC region. You will have an EMEA and USA counterpart - all of whom report into the Head of Client Success & Programme Delivery. You will be accountable for programme leads in the region and champion the voice of the customer internally. While in a managerial role, you will be hands on leading 4-5 high-value programmes to model excellence in customer engagement.
This is a 12-month fixed term contract role.
Key Responsibilities
1. Client Retention & Happiness
- Own the health and retention of the regional client base, ensuring the regional team delivers a best-in-class experience that aligns with global standards.
- Monitor "Happy Client" framework indicators and risk triggers to intervene before accounts become at-risk.
- Analyse regional satisfaction metrics and qualitative feedback to identify territory-specific trends and drive regional improvements.
- Act as the senior executive touchpoint for the region, engaging directly with key stakeholders to uncover new value-add opportunities.
- Manage a portfolio of high-value regional accounts, modelling expert coaching, strategic consultation, and commercial partnership for the rest of the team.
2. Lead & Scale the Programme Management Function
- Develop and mentor a regional team of Programme Leads, fostering a high-performance culture aligned with the company’s global vision.
- Manage local operating rhythms, ensuring role clarity, performance standards, and clear career pathways within the region.
- Coach the regional team on advanced stakeholder management, strategic storytelling, and the ability to articulate value during the programme.
- Serve as the first point of escalation for regional delivery issues, providing calm, solution-oriented leadership to resolve complex client friction.
- Cultivate a regional culture of client advocacy, commercial mindset, and radical excellence in execution.
3. Programme Delivery
- Execute the end-to-end delivery client journey for your own assigned programmes—from kickoff to renewal—while ensuring your team does the same consistently.
- Maintain rigorous governance across the region, including structured programme check-ins, health reviews, and value-recap sessions.
- Audit regional delivery to ensure all programmes meet strategic objectives, timelines, and the high-quality standards that drive renewals.
- Bridge the gap between Sales and Delivery in-region.
4. Champion the Voice of the Client Internally
- Represent the regional "voice of the customer" in internal forums, highlighting specific regional market trends or nuances.
- Identify and escalate recurring friction points unique to the region and collaborate on cross-functional fixes.
- Partner with global Strategy, Content, and Product teams to ensure the product evolution meets the specific needs of your regional client base.
To succeed in this role, you would have:
- Demonstrable 10+ years industry experience in senior delivery roles within creative / media companies
- Demonstrable Media and Social campaign experience, leading the campaign from asset creation through to campaign reporting
- Being able to articulate the objectives and KPIS of the programme to both client and internal teams
- Hands on experience in content creation, coordinating teams on deliverables such as: written content articles, videos, white papers, data visualisations, events, media assets
- Hands on experience in content publishing such as using CMS and also working and leading designers, developers, analytics, and feeding into product teams.
- Unflappable attitude and the ability to manage up effectively
- Experience working in a cross-disciplinary environment, collaborating with other practitioners to deliver the best end result
- Line management experience
- Ability to multi-task and divide your time between multiple concurrent projects
- Experience working with teams including remote workers, with ideas on how to get the best from teams like this
#LI-Hybrid
Working Arrangements
The majority of our roles operate on a hybrid working pattern, with 3+ days office attendance required.
AI usage for your application
We are an innovative organisation that encourages the use of technology. We recognise that candidates may utilise AI tools to support with their job application process. However, it is essential that all information you provide truthfully and accurately reflects your own experience, skills, and qualifications.
What we offer
Our benefits package is designed to support your wellbeing, growth, and work-life balance. It includes a highly competitive pension or 401(k) plan, private health insurance, and 24/7 access to counselling and wellbeing resources through our Employee Assistance Program.
We also offer a range of lifestyle benefits, including our Work From Anywhere program, which allows you to work from any location where you have the legal right to do so for up to 25 days per year. In addition, we provide generous annual and parental leave, as well as dedicated days off for volunteering and even for moving home.
You will also be given free access to all The Economist content, including an online subscription, our range of apps, podcasts and more.