Client Success Manager

We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Kantar’s Profiles division is home to the world’s largest audience network.

With access to 170m+ people in over 100 global markets, we offer unrivalled global reach with local relevancy. Validated by industry leading anti-fraud technology, Kantar’s Profiles Audience Network delivers the most meaningful data with consistency, accuracy, and accountability – all at speed and scale.

Why this job is important

As a Client Success Manager within Kantar Profiles, you will be responsible for the efficient scoping and delivery of each stage of a research project, ensuring seamless, accurate and timely delivery to clients according to the agreed project specification and budget. You will also be working on a key client account worth c£2m, with the opportunity to grow the account and build strong relationships with senior stakeholders. You will be part of a global team that leverages cutting-edge technology and data science to provide our clients with unparalleled insights and access to real people in over 100 markets worldwide.

What you'll be doing

• Working with the Function leads across EMEA and Offshore teams to ensure the successful delivery of client projects.
• Working with the Business Development team to ensure services are delivered to exceptional standards and work toward building healthy client relationships.
• Holding and recording quarterly business reviews to ensure client value and success is being attained.
• Being the first point of escalation, resolving complaints that occur during the fieldwork to both the clients and Kantar Profiles satisfaction.
• Conducting debriefs with the client and internal teams to share learnings for future projects that pertain to continuous improvement.
• Actively training, coaching and mentoring clients, team members and supporting teams for the best results.
• Evaluating and analysing client needs and encouraging them to upgrade their products and services.

The skills & experience needed as a Client Success Manager

• Market research experience with a good understanding of market research operations, data deliverables, basic survey methods and data collection techniques.
• Client management and retention experience, displaying a solutions driven approach.
• Excellent communication skills – specifically how to handle issues, manage client expectations and communicate in a timely manner.
• Advanced Excel knowledge and SPSS knowledge is advantageous.
• Strong attention to detail, able to lead and diffuse difficult client situations, and handling full service trackers as well as ad hoc projects.

We are not able to offer visa sponsorship or assist with relocation support for this role. Please ensure you have the right to work in the country where this role is located before applying.

Benefits include: 25 days annual leave (increasing with tenure), private medical health cash plan, income protection, life assurance, enhanced employer pension contribution; plus award winning voluntary flexible benefits (lifestyle, health, wealth, wellbeing).

Kantar Profiles Division

Unleash your potential at Kantar's Profiles division, home to the world’s largest audience network!

Join our expert team in survey design, sampling methodologies, and data science, we leverage cutting-edge technology to provide our clients with seamless access to real people and unparalleled insights.

Backed by industry-leading anti-fraud technology, our Profiles Audience Network comprises over 170 million individuals, in more than 100 markets worldwide. Our clients include many of the world’s leading brands, who trust us to collect reliable insights.

Be part of a team that shapes the future of panel market research and drives results for brands everywhere!

Some key facts:

• Our team is made up of 600 people globally.
• We are present in 27 countries.
• Profiles currently holds a 10% share in the $3b panel industry but we have ambition, a robust 3-year business plan and the financial backing of our private equity owners (Bain Capital) to grow to be the #1 player in this sector.
• We provide an ideal environment for professional growth, offering:
• A ‘start-up’ atmosphere in which you can make a big impact and get credit for it.
• The chance to learn all aspects of the business and influence the decision-making process.
• The opportunity to network and learn from highly experienced, senior members of our teams from across the business, globally.

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.

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Country

United Kingdom