Client Service Manager– Kantar Worldpanel

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Job Details
PURPOSE
Responsible for ensuring client(s) within portfolio are satisfied with the
deliverables and servicing provided by the client service team from week to
week. Providing strategic & relevant marketing insights to clients through
story telling and emphasizing applicability of Worldpanel data. Annual revenue
targets are met by the identification of opportunities to sell more Worldpanel
products and services i.e specials, incremental revenue from existing clients
and pitching to new clients. Managing teams effectively wherever applicable.
ROLE OUTCOMES
Client Relationship (CLIENT)
* Responsible for day to day relationship with key contact (ie. The 'owner' of the Worldpanel subscription within the client organisation)
* Understand what the client's overall goals and objectives are and the role that different departments and individuals are playing in achieving these
* Continue to develop a broader network of contacts at the client while maintaining existing relationships
* Utilise high levels of on-site presence to build a reputation as a Trusted Adviser through being a recognised and well known face around the client office
* Manage the client's expectations with respect to the quality, speed and volume of data, and the servicing they are entitled to
* Resolve dissatisfaction if it arises, acting rapidly to resolve disagreements and not avoiding difficult issues
* Resolve workload capacity issues if they arise, negotiating with client stakeholders to establish priorities
Account Handling (COMMERCIAL)
* Manage the account administratively, dealing with internal departments such as accounts and delivery services to make sure communication and dispatches to the client are professionally and accurately handled
* Ensure contractual obligations are known and adhered to, escalating issues if required in good time
* Seek to deliver benefits led solutions in your proposals, encompassing the full range of KWP services
* Look for revenue opportunities outside of your main contact
* Manage and plan the account resource to avoid drops in service quality
* Ensure appropriate inductions and training programmes are provided to client users
* Ensure appropriate inductions and training programmes are provided to client users
* dentifying potential revenue opportunities from ad-hocs specials, new categories, new initiatives ( eg Shopper, Expert services, new panels etc) mainly from existing & NRS ( new clients) including conceptualising analyses, pricing and developing proposals/quotes for the same
Service Development (COMMERCIAL)
* Highlight and escalate client concerns with any Worldpanel services to aid senior management with prioritising investment and development efforts
* Proactively seek and share intelligence from clients about other services they purchase and their current or future needs which could be met with Worldpanel developments
Basic Data & Tracking (KNOWLEDGE)
* Ensure regular deliverables are dispatched on time and accurately by line reports or support departments. Take ownership of finding solutions if errors occur or processes break down
* Proactively identify opportunities to evolve our deliverables as new technology or tools become available and/or as client businesses change focus or structure
Analysis & Insight (KNOWLEDGE)
* Discuss briefs with client contacts striving to make them more business question driven and less prescriptive
* Prepare and deliver presentations, demonstrating personal credibility and showing value for money from the Worldpanel services purchased
* Draw from all Worldpanel services purchased in order to provide clients with a wider context and where possible reference other studies clients conducted (i.e retail audit, custom research etc)
* Where appropriate and required by the client, work with the retail data provider or other Worldpanel counterparts or custom research teams to produce multiple source presentations in order to deliver the complete picture in order to provide clients with a wider context, and where possible reference other studies clients have conducted
* Build category, cross category and industry knowledge from project to project making sure previous learning is built upon and shared fully
Team, People & Self Development (PEOPLE)
* Conduct and take part in performance management using the online appraisal system
* Set, monitor and evaluate SMART objectives for line reports
* Give constructive feedback, both praising and identifying things which could be improved. Addressing performance issues in a professional and timely fashion
* Coach and train line reports, and other team members - sharing knowledge, encouraging a culture of learning and positive development
* Discuss your direct report's personal development and ensure that they have a completed PDP which should include stretch and development objectives
* Discuss your personal development with your line manager and be responsible for ensuring that you complete & implement PDP - which should include your stretch and development objectives
* Attend relevant training, seeking out opportunities to develop further and grow your knowledge about our industry, clients and capabilities
* Take part in the graduate recruitment process to enable us to attract and secure high calibre Category Analysts into the business
ROLE CAPABILITIES
A person in this role is likely to have the ability to:
* Solve problems creatively and seek opportunities for improvement and development
* Motivate people to give their best, providing constructive feedback - praising where things go well and discussing improvements which could be made in future
* Smooth relationships when difficult circumstances prevail and develop a culture of trust both within and outside the team
* Cope well with time pressure and make decisions under complex and demanding circumstances
* Be alert to changing situations, show flexibility in approach, adaptability in difficult circumstances and continuously strive to achieve a result
* Influence and persuade a variety of people in changing situations
* Act in the interest of the organisation - be bold & assertive in situations where others are pushing against what is best for the organisation or others team members
Location
Dubai, Jumeirah Lakes TowersUnited Arab Emirates
Kantar Rewards Statement
At Kantar we have an integrated way of rewarding our people based around a
simple, clear and consistent set of principles. Our approach helps to ensure
we are market competitive and also to support a pay for performance culture,
where your reward and career progression opportunities are linked to what you
deliver.

We go beyond the obvious, using intelligence, passion and creativity to
inspire new thinking and shape the world we live in. Apply for a career that's
out of the ordinary and join us.

We want to create an equality of opportunity in a fair and supportive working
environment where people feel included, accepted and are allowed to flourish
in a space where their mental health and well being is taken into
consideration.

We want to create a more diverse community to expand our talent pool, be
locally representative, drive diversity of thinking and better commercial
outcomes.
Kantar is the world's leading data, insights and consulting company. 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, Kantar's ‎30,000 people help the world's leading organisations
succeed and grow.