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Trademark Renewals Service Delivery Manager (NGB)

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Bayan Baru, Penang

About The Job

Accountable for the successful delivery of the trademark renewals service to NGB. The role holder must be able to demonstrate the ability to continuously deliver the trademark renewals service against NGB  success criteria. 
You will manage a team of trademark renewal specialists.

 Principal Duties and Accountabilities

Taking Ownership
  • Ensure that all trademark renewals are filed before the renewal due date for NGB’s portfolio through managing team controls 
  • Report on and understand how to drive performance improvement against KPI’s. 
  • Accountable for customer retention and trademark renewals revenue for NGB.

Succeeding Together

  • Work with internal stakeholders to improve renewals performance to NGB 
  • Report on and understand how to drive performance improvement against KPI’s. 
  • Work with NGB to improve end to end trademark renewals process
  • Lead and motivate team members to perform to their full potential, driving a high performance culture. 
  • Work with appointed local agents and Trademark offices on local trademark renewal trends. 

 Achieving Excellence

  • Demonstrate an improvement in service to NGB and clients through linking performance to client success criteria 
  • Provide a deep level of technical support to NGB through communicating and acting upon impact of trademark law updates. 
  • Ensure that all of NGB’s technical queries are managed through to resolution 


Job Requirements

  • 10 years experience in trademark field is essential. 
  • 5 years experience in dealing with Japanese IP Firms is desirable 
  • Demonstrable track record in improving performance against customer success criteria.
  •  Ability to lead teams 
  • Display innovative thinking to improve service delivery 
  • Adaptability to a dynamic and ambiguous environment 
Able to operate on own initiative

Leadership Competencies

Strategic Thinking

  • Able to spot opportunities to improve service delivery for NGB 
  • Works comfortably in an environment of ambiguity and change 


  • Understands commercial framework underpinning the NGB relationship and identifies opportunities to protect gross income 
  • Implements solutions to ensure that the renewal cycle is risk adverse for NGB.
Takes measures to ensure that renewals are actioned before due date and conveys relevant information to NGB

Client Focus 

  • Drives team to deliver service improvement initiatives for NGB \
  • Can define NGB client success criteria and apply appropriate measures 

 People Leadership

  • Leads and motivates team members to achieve results 
  • Communicates effectively to gain the commitment and support of all team members 

 Drive for Results

  • Maintains a strong sense of self-belief and a clear commitment to success
  • Establishes stretching goals for team members and pushes hard to deliver
  • Consistently drives  to achieve short and longer term objectives 
  • Takes ownership to achieve results 

Our Culture


It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang.  We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level.  As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions.  With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it’s an exciting time to be joining us.  

We’re a values-driven organization and are looking for individuals who share and want to uphold our values:  Aim for greatness, Value every voice and Own your actions.  


Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.