Client Delivery Manager WP

Job Description:

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

Client Delivery Manager WP+
London, Westgate

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 the eyes and ears within Operations supporting all areas of the business, building relationships with our Client Service team and our Clients!

Job Purpose

To live, breathe and embody customer service within (COMPANY NAME) Worldpanel. The Client Delivery Manager for WP+ 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

Operations and Client Relationships:
* Act as an expert for our Clients, Client Service and Operations teams to call upon.
* The conduit between the divisions, working 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.

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, owning the communication of any business impacts.

Process and Continuous Improvement:
* Document best practice for all Client Operational processes, communicate effectively with the wider business, ensuring that they 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 by 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 by seeking their feedback, input and contribution to your development. Act upon feedback 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.
* Build your network outside Client Delivery in Operations across the wider Ops and Tech teams to ensure that we are continually improving our data deliverable processes for Clients
* Actively participate in training programmes to develop the required skills and seeks opportunities to practice and apply what you have learned in training.

Role Requirements

* High say' do ratio with 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

Reasonable Adjustments

(COMPANY NAME) is committed to offering equal opportunities to all individuals including during the recruitment process. If you require any reasonable adjustments or assistance, please advise us in advance of your interview so that we can make the necessary arrangements.

Country
United Kingdom

Why join (COMPANY NAME)?

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 (COMPANY NAME)