IRI

Job Details

Description

Overview of the role:

An exciting opportunity has opened up within the UK Client Service Team, part of our wider Operations department. 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.

Main Role 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

Skills & Experience Required

• Proven experience in client services
• Experience in Data orientated companies 
• Advanced skills in MS Excel
• Operates with integrity – demonstrates a strong desire for getting things right, routinely measures for results and completion of commitments
• Strong team player – fostering strong working relationships across all teams and departments including working
• collaboratively toward project/service goals, seeking input from others to ensure delivery excellence
• Holding yourself and your team accountable for meeting agreed timelines and meeting internal SLA’s
• Problem solving –assess criticality and to track logically through issues, proposing solutions and prioritising
• resolution
• Excellent organisational skills - with the ability to manage complex and conflicting team and client requirements
• alongside multiple tasks within a matrix structure
• Self-motivated – takes direction well, seeks opportunities to learn and utilise what has been learnt with well developed decision making skills
• Confident and professional – Strong presence with the confidence to present, influence and motivate well when communicating with others internal/external Circana teams and clients.
• Great communication & interpersonal skills - a high standard of both written and spoken English
• Leads a client service team to achieve company, division, team and personal objectives
• Ability to lead internal and external client meetings whilst knowing when and where to escalate
• Proactively identifies initiatives to improve quality and efficiency
• Influence change and drive engagement

Circana Behaviours

As well as the technical skills, experience and attributes that are required for the role, our shared behaviours sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviours 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.

What This Means For You When You Join Circana

• Agile working – We offer flexibility to your working week through a mix of office and home working. We give you the options to work where you can best deliver your outcomes on that day, and allow you to manage your time effectively between work and personal activities. Effective agile working requires commitment to the team culture and availability for key in-person meetings when scheduled.
• State of the art office – We opened our new office in January 2022, with amazing spaces to do dedicated work with peace and quiet, collaborate with your colleagues in open or closed areas, and beautiful meeting rooms you will be proud to host clients in.
• Me Days – We currently have four days over and above our 25 contracted annual leave days to take time for ourselves, taking our total annual leave to 29 days + Bank Holidays!
• Growth – You got where you are today by education, determination and plain hard work. Here at Circana, we aim to help you build your skills, explore new interests, and work across different functions, clients and teams. We believe that every career is a work in progress, and we foster each employee’s journey, through a diverse set of experiential, skill-building and mentorship opportunities to learn from the best and brightest in our business.
• Feedback – To do a great job, you need to know what is expected of you. We pledge to do just that through consistent, timely feedback and coaching to ensure continued growth.
• Recognition – In addition to cheering on outstanding work on a project, exceptional client service, or performance over and above what is expected, we also applaud consistently great performance and initiative in solving problems, as well as innovation and new ideas. We’re also not afraid of PDAs—public displays of appreciation—as we all celebrate individual victories as part of our shared success.
• Challenge – Challenge and support are of equal importance, and we strive to deliver the right mix of both through line management, peer to peer relationships and an open-door policy to the leadership team. A career at Circana, as with life, is what you make it – so if you’re looking for challenge, we can absolutely deliver!
• Fun – We can promise it will be challenging, rewarding – and fun! We aim to work hard and recognise that’s only achievable with some play as well, with all ideas welcome.

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