Senior Client Services Manager

Job Description

Job
Senior Client Services Manager

Deluxe, a subsidiary of Platinum Equity, is a global leader in media and entertainment services for film, video and online content. Since 1915, Deluxe has been the trusted partner for the world's most successful Hollywood studios, independent film companies, TV networks, exhibitors, advertisers and others, offering best-in-class solutions in post-production, distribution, asset and workflow management, and cloud-based technologies.

With headquarters in Los Angeles and offices around the globe, the company employs over 3,500 of the most talented individuals, developers, and industry veterans worldwide. For more information, please visit www.bydeluxe.com.

Deluxe is excited to be hiring a Senior Client Service Project Manager due to growth in the Region. These roles will drive localization projects in Japan and manage the relationships with our customers and production houses.

Main Duties:

You will be responsible for providing outstanding customer service and project management to customers and internal stakeholders through coordinating the day-to-day localization and delivery requirements of content for video streaming platforms, updating and reporting on project statuses, and liaising with customers on due dates and any issues that may arise. You will also work closely with vendors and internal Deluxe departments locally and globally.
• Foster a collaborative rapport with clients to maintain strong service relationships.
• Be the key point of contact for clients and internal Deluxe teams for your portfolio of projects, ensuring that project details and instructions are communicated effectively, and key stakeholders are engaged and regularly informed on the status of project progress, delivery schedules and performance metrics.
• Collaborate and liaise with vendors and cross-functional teams to schedule, action and deliver dubbing work orders per client requests, and onboard any new client requirements and specifications.
• Set up, manage and track work orders, assets and schedules in Deluxe's order management systems & trackers.
• Coordinate the creation of dubbed audio, scripts, audio description tracks, subtitles, closed captions, or related deliverables with internal teams and vendors to ensure delivery deadlines are met on time and within budget.
• Daily monitor and identify work orders that are at risk of missing customer-specific SLA requirements and escalate orders that are in jeopardy.
• Proactively identify potential project/workflow issues and escalate them to the next level of management as required.
• Troubleshoot and formulate solutions to project/workflow issues and communicate them back to the client.
• Manage change orders by negotiating deliverable due dates between clients and internal departments, balancing internal capacity with external requirements
• Provide direction on priorities to account coordinators and operation teams.
• Identify solutions for increased client service and process improvements, and assist with driving workflow & system innovation opportunities with clients.
• Initiate and execute corrective and preventative actions as needed, as well as create procedures to improve quality and efficiency of deliverables/workflows in the future.
• Manage a team of account coordinators, including training, mentoring and overseeing their development and progress as employees, delegating projects and checking-in regularly to ensure everything is on track, and working with them to troubleshoot any issues that arise.
• Develop professional expertise in technical and creative aspects of localisation and how these services fit within the Deluxe ecosystem and the entertainment industry.
• Perform other related duties as assigned by management.

What you bring:
• Degree qualification highly regarded.
• Previous experience in a Client Services position, preferably in the entertainment and/or localization/subtitling industry.
• Project management experience is required, specifically with managing timelines, budgets, quality, and client relationships.
• Video streaming platform project management experience is highly advantageous.
• Native/professional/advanced spoken & written proficiency in Japanese, supplemented with fluent English skills
• Understanding of localization / media processes and have experience managing the localization of content to different regions.
• Proficient with the MS Office suite of programs, and other software involving inventory, order processing, project management, and database software.
• Ability to work some extended/flexible hours and/or weekends to meet project deadlines.

To apply, copy the application link into your browser and provide your written application, CV and cover letter. Please provide your fluency in the specified languages

Please note, only successful applicants will be contacted.

If you are looking to work with a dynamic, professional team and love the entertainment industry, this is a great opportunity.

Diversity Statement

Deluxe is committed to inclusivity, fostering an environment where every employee feels comfortable bringing their full selves to work. It is our policy to provide equal employment opportunities to all applicants and employees. Applicants will receive consideration for employment without regard to, and will not be discriminated against, based on race, color, religion, national origin or ancestry, sex, age, physical or mental disability, sexual orientation, gender identity or expression.

Jobcode: Reference SBJ-r0065j-3-145-201-71-42 in your application.