Let’s be unstoppable together!
Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behavior. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world’s leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.
At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities (with us you can always bring your full self to work). Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Learn more at www.circana.com.
What will you be doing?
Based in Cape Town - South Africa, you will be working as part of the Circana UK Client Service team. The Client Service Manager (CSM) is responsible for leading a team to achieve high levels of team engagement through strong coaching skills, flawless planning, and proactive communication. The CSM will play an integral part in managing and developing the whole team in the primary task of delivering accurate client data on time and to the high standard Circana defines.
The Client Service Manager role is a fantastic management position which will enhance a broad experience across many aspects of the client delivery process. The successful candidate will be able to demonstrate a strong proven record of client management and champion executional excellence along with a desire to help their peer group and department.
Job Responsibilities
- Management of a Client Service team providing daily support and focus on executional excellence
- Developing strong partnerships with Circana’s external clients to achieve company objectives of high client satisfaction and retention
- Supporting client services teams with handling client escalations and coaching the team to get to the best outcome
- Proactively identifying initiatives to improve process and expertise across the Client Services department
- Tracking and monitoring of Key Performance Indicators to maintain excellent delivery and client satisfaction
- Co-ordinating with cross-functional operations teams to ensure key production milestones are met
- Ensuring compliance with standard operation procedures to maintain efficiency and effectiveness
- Engaging and working alongside the People Client Service Manager to help identify the team’s development areas and focus
- Be seen to be an expert on Circana’s products and processes; identify knowledge gaps across the department and address these
- Planning and executing projects aligned with the Client Services strategy to drive continuous improvement
- Networking and engaging with other Circana teams to build strong relationships
- Informing and contributing to internal review meetings
- Communicating team status reports to update and measure performance internally
Measures of Success
- Co-ordinating with cross-functional operations teams to ensure key production milestones are met
- Ensuring compliance with standard operation procedures to maintain efficiency and effectiveness
- Engaging and working alongside the People Client Service Manager to help identify the team’s development areas and focus
- Be seen to be an expert on Circana’s products and processes; identify knowledge gaps across the department and address these
- Planning and executing projects aligned with the Client Services strategy to drive continuous improvement
- Networking and engaging with other Circana teams to build strong relationships
- Informing and contributing to internal review meetings
- Communicating team status reports to update and measure performance internally
Requirements
- Associate’s degree (BCom/BSc)
- 5+ years Client Service, FMCG or Data Management experience
- A highly self-motivated, accountable and committed people leader and coach with the ability to engender a high-performance culture.
- Experience in project management skills and managing complex and conflicting client requirements.
- Track record of leading teams and the ability to foster strong working relationships and influence across teams and departments.
- Continuous improvement experience e.g., automation, process improvement, etc.
- Excellent command of the English language
- Excellent verbal and written communication skills
- Proficient in Microsoft Office applications, especially Excel
Circana Behaviors
As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:
- Stay Curious: Being hungry to learn and grow, always asking the big questions
- Seek Clarity: Embracing complexity to create clarity and inspire action
- Own the Outcome: Being accountable for decisions and taking ownership of our choices
- Center on the Client: Relentlessly adding value for our customers
- Be a Challenger: Never complacent, always striving for continuous improvement
- Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect and integrity
- Commit to each other: Contributing to making Circana a great place to work for everyone
Location
This position can be located in the following area(s): Cape Town, South Africa
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