Director, Creative

Overview:
THE ROLE:
The overall role of the Director, Creative & Translation Services (C&TS) is to design, deliver and establish operating capabilities which support the creative services task level activities, as well as similar services which support the rest of the company. The natures of the capabilities offered by his/her team will be defined by and should constantly evolve to meet the needs of the business and C&TS’ internal customers groups.

This role will possess knowledge of the creative process responsibilities of team member functions to align and act as the main GBS liaison with other functional groups (WWM, Product Marketing, Regional Marketing, Supply Chain, Web, HBN, Digital Office, Member Education, etc.) to ensure smooth workflow processes and ensuring the quality of GBSC agency task level assignments. This position will be responsible for overseeing a team of 50+ Creative & Translation Services support staff in multiple countries and will collaborate in the change management process with WWM and other regional partners as required.

The Director, Creative & Translation Services has a broad range of responsibilities that support multiple business objectives - increasing productivity delivered across the near shore creative services hub, as well as other Global C&TS hubs around the world, building business cases and obtaining approval for the expansion of our service offering, where relevant, and the onboarding of new internal clients. Additional benefits that should be achieved by the expansion of the nearshore C&TS hub to a global network should be: increased speed to market for all time-zones and geographies, supporting Global Corporate Marketing’s effort to strengthen brand integrity and consistency around the world, opportunities to deliver significantly enhanced turnaround times by leveraging teams in multiple time zones and increasing overall hours of coverage of the team to 24/5. Building an enhanced and more global network of translators (either in-house or freelance, using the most efficient delivery model for our needs) will also lead to significant increase in languages covered, and should allow the team to reach a critical mass that enables them to take on (over time) a far greater percentage of the companies translation needs and also to become the established preferred source of interpretation services. The role is also responsible for keeping abreast of evolving technologies (including ai and generative ai) and other disruptive services and to develop a strategic direction to leverage these tools to remain effective and efficient in delivering services to all stakeholders.

HOW YOU WOULD CONTRIBUTE:

- Establish and maintain on-going communications with internal departments to determine future needs to ensure maximum department utilization. Oversees functional tower leadership in Project Mgmt., Content, Design & Translation Services.
- Constantly evolve our servicing model offering through partnering with the business unit leadership to meet the needs of the business.
- Expand and evolve the service portfolio to other markets and creative service disciplines.
- Make business case and obtain approval for expansion of Global C&TS hubs.
- Ensure the implementation and maintenance of Standard Operating Procedures (workflows, roles & responsibilities, RACI, QA processes), Operational Level Agreements (file handoffs, checklists, standards guides, guidelines) and Service Level Agreements (standardized turnaround times for each function, trackable metrics (KPIs) for measuring efficiency/duration).
- Oversee implementation of project/resource-management tools to provide constantly improved services and to support the interconnection of teams in the global network of C&TS hubs.
- Drive tactical executions of marketing projects assigned and ensure all materials are designed and prepared according to template based-brand and production specifications.
- Monitor and evaluate technology and equipment needs, including current conditions, operations and techniques to maximize productivity.
- Develop and collaborate with FP&A to adequately manage expense, budgets, and a three-year operational plan for Creative & Translation Services Operations.
- Monitor issues within strategic initiatives and assist in resolving project conflict.
- Manage change around all process improvement and operations optimization.

WHAT’S SPECIAL ABOUT THE TEAM:
Business Operations
- Drive productivity savings and continuous process improvement, as well as nurture relationships within the Regions and Marketing organization to develop/evolve ROI models.
- Implement mechanisms to monitor & improve team health from a business, team, partner, and vendor perspective as required.
- Establish ongoing internal and external training program for staff and proper oversight/support.
- Ensure quality controls mechanisms are aligned to corporate standards-requirements.
- Remove roadblocks, resolve issues, and mitigate risks.