Senior Client Service Manager

Job Title: Client Service Manager / Sr. Client Service Manager (Skale 50)

PURPOSE: TO BE A KEY POINT OF CONTACT FOR CLIENTS ON A SPECIFIC AREA OF THEIR BUSINESS. TO HANDLE ALL DATA REQUESTS AND PROJECT BRIEFS ENSURING TIMELY, ACCURATE DELIVERY OF INFORMATION AND OFFERING GOOD LEVELS OF INSIGHT, WHILST ALSO CONTRIBUTING TO THE GROWTH OF THE CLIENT’S BUSINESS WITHIN KANTAR WORLDPANEL BY IDENTIFYING POTENTIAL REVENUE OPPORTUNITIES.

 

Client Relationship

ü  Be a key point of contact for a specific area of the client’s business, attending on-site days and owning all related client data requests and project briefs

ü  Deliver a highly responsive service to clients, continuing to build good relationships and trust with your contacts

ü  Understand where Worldpanel complements and competes with other information your client buys

ü  Further develop the client relationship by seeking out opportunities to introduce other Worldpanel capabilities and services to your contacts

 

Account Handling

ü  Be responsible for managing your own day-to-day workload on the area of the business you have responsibility for and establishing priorities with the client as needed

ü  Anticipate client demands and proactively find solutions, rather than just answering requests

ü  Support Manager in client meetings/whilst on-site by preparing meeting material and handling follow-up requests

ü  Personally de-brief key contacts on any requests/project briefs that you have completed

ü  Demonstrate commercial awareness by understanding revenue targets, identifying and acting upon potential revenue opportunities

ü  Manage client expectations if demands are unreasonable or you can see a better approach

ü  Demonstrate an inquisitive nature and desire to go the extra mile for your client contacts

ü  Anticipate client needs and be cognizant of the Worldpanel plans for developing the account

ü  When faced with a problem adopt a positive, solution-driven attitude

ü  Train client users on software and data interpretation

 

 

 

 

 

 

Service Development

ü  Highlight and escalate client concerns with any Worldpanel deliverables and help identify potential issues as they arise

ü  Offer your opinion and recommendations to your team manager regarding the relevance and effectiveness of regular deliverables and general client servicing in order to ensure the service’s high standard is maintained.

ü  Share best practices and efficient ways of working with other team members

 

Basic Data & Tracking

ü  Assume responsibility for checking and reviewing any regular reports that are sent out to your client contacts to ensure their accuracy and relevance

ü  Production and interpretation of BIG 5 analyses (Cross Tabs, Gain & Loss, Entry – Erosion, LMH, Multiple Usership) with a focus on finding patterns in the data, highlighting key points and making recommendations

ü  Confidently use the more advanced capabilities within PulsePlus such as Customized Grouping etc

ü  Build a network of contacts within Worldpanel Operations who can help you resolve difficulties with the data or systems if they arise

 

Analysis & Insight

ü  Attend on-site days and de-brief key contacts on any requests/smaller project briefs that you have completed

ü  Discuss briefs with clients, challenging appropriately to make sure requests have been properly thought through and offering advice on how best to tackle issues

ü  Be conversant in the methodology and deliverables of all the panels and services run by the division – eg building a good working knowledge of Expert Services capabilities in order to introduce them as relevant to help solve client issues

ü  Recognise patterns, draw logical conclusions, consider implications and make recommendations based on your analysis and knowledge of the client’s business

ü  Always add value to basic ad-hoc client data requests by adding commentary and drawing out key findings

ü  Draw on your understanding of your client’s business, brand plans and category goals in order to ensure your recommendations are relevant

ü  Be responsible for managing client briefs from start to finish ie – designing correct methodology, running the required analysis, adding interpretation and insight based on category knowledge, delivering back to the client

 

Team, People & Self Development

ü  Actively participate in your Academy training programmes to develop the required skills

ü  Seek opportunities to practice and apply what you have learned in training

ü  Take part in your own performance management using the KWP appraisal system

ü  Ensure you maintain an up-to-date PDP with your line manager – monitor your progress and find solutions for your development needs

ü  Engage with your line manager – seeking their feedback, input and contribution to your development – act upon it appropriately asking for advice when relevant

ü  Build relationships internally, specifically with immediate team with the view to willingly offer help and support to others in the team where possible

ü  Understand your personal impact, and build your reputation as a member of the team who has the confidence to work independently when required, but who is also an active, flexible, confident and trusted team member

ü  Show that you are a positive, inquisitive individual who is prepared to go the extra mile and get involved

ü  Seek out opportunities to grow your client and category knowledge by reading trade press, making store visits, meeting the panel respondents having an opinion on your clients’ products and advertising (and their competitor products/advertising) for example