Client Delivery Executive

4 weeks ago

London, United Kingdom KANTAR Full time

Kantar is the world’s leading data, insights and consulting company, and our Worldpanel colleagues are experts in shopper behavior. Offering continuous monitoring, advanced analytics and tailored solutions for our clients, they help turn purchase behavior into a competitive advantage across a wide range of markets including tech, fashion, telecoms and fast-moving consumer goods.

Job Details

Job Title & Location

Client Delivery Executive

Westgate, London

Role Description

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 focused on our clients, we are committed to building brilliant Client relationships alongside managing their data requirements via efficient Operational solutions.

To live, breathe and embody customer service within Kantar Worldpanel Client Operations Executives will be the Worldpanel experts in our data delivery working directly with and advising our Clients and Client Service Teams on all aspects of this delivery. They will be responsible for 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.

At the centre of the Clients’ relationship with our data the Client Operations Executives will flourish alongside the Client Service Teams.

Main

**Responsibilities**:
Project Management
- Applies a strong understanding of the client’s need: Participate in face-to-face conversation between Client and Client Service - provide Kantar data delivery expertise
- Client requirements and operational capabilities are translated so all parties understand delivery needs and feasibility
- Analyses feasibility with close relation to the different departments within the operations area
- Follow the project to ensure key achievements
- Sign-off on requirement delivery in conjunction with local and central team when required

Operations and Client Relationships
- SPOC for Clients, Client Service, and local and central Operations teams
- A strong and effective partnership developed and leveraged with all stakeholders - Clients, Client Service, Operations team, and Global team, ensuring a timely resolution to all client and client service queries, requests or issues

Process and Continuous Improvement
- Contribute to defining best practices and efficient ways of working with other team members and help to drive and embed efficiencies through lean methodology
- Effective feedback to managers and central teams about client satisfaction and needs
- Prepares recommended delivery approaches to the Team Supervisor and to client service team, recognising the technical possibilities

Team, People and Self Development
- Become a category expert - proactively developing your understanding of Clients and Operations within a Business Unit.
- 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 and externally, specifically with immediate team with the view to willingly offer help and support to others in the team where possible

Accountable for the following department outputs:
- Attend regular service review meetings with Clients, Client Service teams.- Support with the delivery of quality outputs against all client and client service requirements within Operations- Resolution of basic client and client service queries- Clients receive excellent support and have good visibility of this role as the first point of contact for technical support- Contribute to any documentation updates- Support with driving efficient processes between Clients, Client Service and Operations- Provide expertise to maintain category deliverables through the attribution platforms for our clients.- Provide quality outputs for maintenance of attribution for Clients.- Prepare the answers to client’s questions in relation to new product processes and agency alignments- Client’s hierarchies are set up & maintained meeting their data needs day to day- Regularly review Client market & brands data to build market and trend knowledge.- Manage and deploy user access changes in the system to ensure Clients have access to their contracted data

Capabilities
- Ability to build strong working relationships and rapport
- Strong communicator at all levels (verbal and written)
- Ability to clearly and concisely present information, both verbally and written
- Well organised with strong time management
- Team spirit, high engagement levels
- Logical approach and attention to detail
- Problem solver

Essential Specialist skills/Knowledge/Systems Experience:

- Understanding of the end-to-end KWP data journey, using this to inform decisions across the business
- High say’ do ratio with experience of facilitating the right decisions

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