Engagement Manager

Lyons Consulting   •  

Plano, TX

Industry: Technology

  •  

5 - 7 years

Posted 165 days ago

This job is no longer available.

Description

Lyons Consulting Group (LYONSCG) is a leading digital agency and global commerce service provider. From creative to technology to marketing, we offer a comprehensive set of services to help retailers and brands craft successful digital commerce strategies, put them into practice, and continually optimize them for long-term success. LYONSCG is part of the Capgemini Group.

The LYONSCG Engagement Manager is a senior client-facing delivery role, responsible for governance, escalation management, process support, and the management and satisfaction of senior client stakeholders. The Engagement Manager supports high quality delivery through on-site client interaction and communication, developing rapport, and working with client stakeholders to help hold all teams accountable to a high standard of on-time, on-budget delivery with high client satisfaction.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

The main responsibilities include building solid relationships with clients and project teams in order to ensure client satisfaction and high quality delivery, with a focus on communication and overall governance.

Engagement Management and Governance

  • Understand what's been sold, what we are responsible to deliver, make sure we deliver on those commitments
  • Confirm/Drive the engagement approach
  • Define client acceptance criteria, validate client sign-off for deliverables, and ensure the final acceptance of the engagement
  • Manage/motivate/support the team
  • Ensure all engagement governance artifacts exist and are maintained (e.g., Project Plan , Project Status Reports, Change Log, etc.)
  • Manage the engagement risks, issues and corresponding action plans
  • Provide Weekly Progress reports and Delivery view on-time
  • Manage client communication around milestones and dependencies
  • Track key issues, risks and change orders
  • Manage feedback into other vendors to ensure awareness of needed activities, dependencies, and deliverables
  • Ensure alignment between the LYONSCG process and the client or other vendor process and deliverable needs

Contract Management

  • Review and understand the contracts (MSA, SOW, and any change orders)
  • Ensure your team leads understand the contract and what they are expected to deliver
  • Deliver the engagement according to the contract and client satisfaction

Client Management

  • Meet with client on regular basis and develop better understanding of client, how they define success, appraise them on the engagement
  • Pass on relevant client opportunities to account management, digital strategy, and other LYONSCG or Capgemini teams
  • Maintain and extend the LYOSNCG influence within the client organization
  • Maintain communication lines and escalation paths
  • Maintain close communication with the Account Manager and LYONSCG leadership
  • Understand and ensure the client delivers on their commitments
  • Support the project team in client communication, ensuring client sponsors are informed and able to take action to ensure successful client deliverables, support the LYONSCG delivery process, while helping the client understand and feel comfortable with the delivery team’s actions (in accordance with defined process)

Scope Management/Change Control

  • Ensure understanding of commercial scope
  • Ensure detailed requirements are defined/captured/approved
  • Assist in the identification and communication of any changes through the change order process
  • Ensure all approved changes are incorporated into schedule/budget

Risk/Issue Management

  • Make sure risks/issues are identified and documented
  • Make sure risks/issues are assigned/worked
  • Understand potential impact to engagement if risk materializes into issue (develop mitigating actions if appropriate)
  • Monitor risks on regular basis
  • Initiate change control if additional budget is needed to handle risk/issue
  • Escalate visibility of risks/issues as appropriate to stakeholders

EDUCATION, TRAINING, AND EXPERIENCE

  • Bachelors degree
  • 5 plus successful years of commerce project management, 2 years of enterprise reporting and C-level client communication / accountability

SKILLS, KNOWLEDGE, AND ABILITIES 

  • Proven project and program management experience
  • Experience in delivering client-focused solutions based on customer needs
  • Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organization, including senior leadership
  • Excellent listening, negotiation and presentation skills
  • Strong conflict resolution skills
  • Ability to lead and support delivery teams
  • Ability to work in fast paced, growing environment
  • Strong desire to delivery high quality projects with high client satisfaction
  • Open attitude towards training, coaching and support to enhance knowledge in both eCommerce space and related to platforms/solutions
  • Ability to work regularly at client locations, up to 75% travel.