Client Service Manager

Kantar Worldpanel
Kantar is the world's leading data, insights and consulting company, and our
Worldpanel colleagues are experts in shopper behavior. Offering continuous
monitoring, advanced analytics and tailored solutions for our clients, they
help turn purchase behavior into a competitive advantage across a wide range
of markets including tech, fashion, telecoms and fast-moving consumer goods.
Job Details
PURPOSE
Actively manage the client(s) relationship and deliver to the requirements of
the contract by being the Key Point of Contact for clients on routine
deliverables & requests. Continue to service client requirements by offering
good levels of strategic & relevant marketing insights to clients through
storytelling and emphasizing applicability of Worldpanel data Contributing to
the growth of the clients' business within Worldpanel by identifying potential
revenue opportunities from ad-hoc specials, new categories, new initiatives
(e.g., Shopper, Expert services, Link Q, etc.) mainly from existing clients
ROLE DELIVERABES
Client Relationship
* Understand what the client's overall goals and objectives are and the role those different departments / individuals are playing in achieving these and work positively towards developing a trusting business adviser relationship
* Use on-site time to: engage with your clients, develop relationships, seek revenue and as a profile-raising opportunity
* Manage the practical, day to day management of the delivery of the contracted service with respect to the quality, speed, and volume of data along with the servicing they are entitled to
* Implement client best practice, ways of working and role model behaviours to junior team members
* Maintain existing and develop new relationships with clients, seeking to extend your network of valuable contacts beyond the insight team
Account Handling
* Be responsible for identifying revenue opportunities and deploying wider Worldpanel services in contributing to overall revenue target
* Contribute to account planning offering ideas for development, Interpret and manage account plans, helping to move the focus from analysis to insight alongside conducting appropriate inductions and training programs with clients
* Anticipate client demands and proactively find solutions, rather than just answering requests
* Communicate effectively with senior management ensuring that they are kept up to date with client issues and developments
Service Development
* Keep the client up to date with our service developments
* Create and share best practices and efficient ways of working with other team members
Basic Data & Tracking
* Take responsibility for advising on solutions to problems in reports and the reporting process
* Implement changes to regular reports in line with delivery strategy
* Confidently use the more advanced capabilities within Powerview such as level groups, price distributions, etc
* Build a network of contacts within Operations who can help you resolve difficulties with the data or systems if they arise
Analysis & Insight
* Develop a good knowledge of your client's macro environment as well as Worldpanel's competitive environment
* Develop a good knowledge of category and brand awareness, and utilise in identifying and explaining key influences on market performance
* Demonstrate insight to clients by highlighting implications to their business & offering actionable recommendations
* Deliver presentations with recommendations that actively seek to meet the objectives of the client's brief
Team, People & Self Development
* Take part in own performance management using the online appraisal system
* Take responsibility for workload management and aid your line manager in setting work priorities for junior team members where appropriate
* Assist in coaching junior team members - sharing knowledge, encouraging a culture of learning and positive development
* Discuss your personal development with your line manager and be responsible for ensuring that you complete & implement your PDP - which should include stretch and development objectives
ROLE CAPABILITIES
* ‎4 to ‎7 years' experience in Market Research
* Analytical skills to support our clients with understanding the market through our data
* Ability to lead and grow client relationships - account handling
* Communicate effectively as well as demonstrate active listening whilst developing appropriate influencing skills
* Demonstrate evidence of developing leadership skills and the ability to motivate others - manage and groom resources
* Good knowledge in marketing
Country
Egypt
Location
Cairo, Downtown Mall
Why join Kantar?
We go beyond the obvious, using intelligence, passion and creativity to
inspire new thinking and shape the world we live in. We understand more about
how people think, feel, shop, share, vote and view than anyone else. Combining
our expertise in human understanding with advanced technologies, nobody knows
people better than Kantar.
And because we know people, we like to make sure our people are looked after
as well. Equality of opportunity for our people is our highest priority and we
encourage our people to work in a way that supports their health and
wellbeing. While we encourage our colleagues to spend part of their working
week in the office, we understand no one size fits all, and we're flexible in
our approach to ensure people feel included and accepted. We're committed to
creating an inclusive culture and value the diversity of our people, clients,
suppliers and communities, which is why we welcome applications from all
background and sections of society. Even if you feel like you're not a perfect
fit, we'd love to receive your application and talk to you about this job or
others at Kantar.