Address We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.
Worldpanel provides brands and retailers with a unique, 360-degree understanding of consumer behaviour across the globe. We are shopper-centric, continuously monitoring the purchase and usage behaviour through the largest omnipanel in the world. With unparalleled datasets, pioneering technology and expert analysts, we partner with brands and retailers of all sizes, empowering them to reimagine what’s possible, and change the landscape to create a better, healthier, more sustainable and inclusive world.
Job Details
Job Title & Location
Operations Client Relationship Executive
London, Westgate
Our Team
The Client Delivery department is made up of the Client Delivery Managers team, ROC Relationship team and the Client Support team. The whole department are the eyes and ears within Operations supporting all areas of the business building relationships and providing technical support.
Job Purpose
To live, breathe and embody customer service within Kantar Worldpanel! The Client Delivery Managers team will bring a clear Client focus to the Operations division. As a Client Delivery Manager you will be responsible for delivering exceptional customer service building strong relationships across the Clients, Client Service and Operations teams, delivering against our client needs, resolving client issues and ensuring our business and output is geared towards our customers at all times.
Main Duties and Responsibilities
Project Management
- Scope all Client requirements linked to new/changed deliverables, providing recommendations on approach
- Successfully project manage and ensure delivery against all client and client service requirements which span across Operations.
- Produce regular targeted communication for both Clients and Client Service teams, improving the visibility and understanding of the current business highlights and challenges e.g. Service Enhancements.
- Work closely with Clients / Client Service partners and Operations including global teams to ensure we achieve timely resolution of all client and client service queries and/or issues in relation to our deliverables.
- Proactive identification of potential service issues, and resolution of these, to mitigate any impact to clients or client service – own the communication of any business impacts.
Operations and Client Relationships
- Act as an expert’ for both our Clients, Client service and operations teams to call upon.
- As the conduit between the divisions, work with all parties (across both Clients, Client Service and Operations) to establish best practise and ways of working
- Coordinate and lead regular service review meetings to establish client priorities and future requirements, discuss previous performance and review any issues
Process and Continuous Improvement
- Communicate effectively with the wider business, ensuring that Client Operations processes are understood and implemented.
- Deliver a knowledge sharing mechanism and process to enhance the understanding and familiarity of the wider business across Operations and Client Service teams
- Share efficient ways of working with other team members and help to drive and embed efficiencies through lean methodology
Team, People and Self Development
- Become a service expert - proactively developing your understanding of Operations and Client Service processes - so you can confidently articulate your understanding and make effective recommendations to the business when required.
- Engage with your line manager – seeking their feedback, input and contribution to your development – act upon it appropriately and asking for advice when relevant
- Build relationships internally, specifically with immediate team with the view to willingly offer help and support to others in the team where possible
- Actively participate in training programmes to develop the required skills and seeks opportunities to practice and apply what you have learned in training
Measures of success in this role
- Increase to the Client Quality of Service metrics
- Optimum processes in place driving maximum efficiencies
- Ongoing measurement and reduction of Client issues
- Project management of new/changed requests delivered to Clients directly right first time
- Increase to Operations Quality of Service metrics (collaboration & total service levels)
- Monthly CS departmental dashboards in place
- Weekly CS departmental Service reviews in place
- Achievement against Operations service levels
- Knowledge sharing mechanism/process established (between Ops & Clients / CS teams)
Role Requirements
- Detailed understanding of the end to end KWP data journey, using this to lead decisions across the business
- Experience of leading and facilitating the right decisions for the customer and the business
- Strong commercial awareness and understanding of customer needs, and evidence of this in current or previous experience
- Experience of delivering solutions to overcome issues and challenges
- Ability to build strong working relationships and rapport
- Strong communicator at all levels
- Strong influencing and relationship building skills
- Commitment to service excellence and customer experience
- Flexibility in a rapidly changing and developing environment
- Ability to clearly and concisely present information, both verbally and written
- Strong analytic and problem solving skills
What you’ll get from us
- 25 days annual leave (excl. bank holidays), plus your birthday off!
- Flexible benefits across health, wealth and lifestyle
- Extensive training and excellent scope for career development
- A collaborative and supportive work environment
Country
United Kingdom Why join Kantar?
We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.
And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.
