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 South Africa, you will be working as part of the Circana EU Operations team. The role sits in the EU Client Service team as part of the EU Operations function. As the single point of contact, you will manage cross country client activity and communication involving operational issues, regardless of the country they relate to. The role exists to provide first class client service to users/stakeholders who are in a Headquarters team within that client.
The role ensures that the contract operations deliveries are delivered to the contracted scope / time / cost requirements, that consistency is executed across the entire NewCo country portfolio and that new multi country initiatives are evaluated and led by a single dedicated person who the client has built a trusted relationship with.
The main objective is client retention through the execution of a defined list of service standard activities ensuring that we deliver flawlessly and exceptional service at all times.
Job Responsibilities
- To be the single point of contact for clients (and our Regional Client Growth Delivery team) who works with the wider Operations organization to ensure flawless delivery and query resolution whilst ensuring consistency of execution across countries
- To investigate feasibility and project manage multi country initiatives to agreed timings and requirements
- Complete contracted / non contracted service reviews, measuring client feedback and implementing service development plans if service falls below service level / score card metrics, or other client dissatisfaction reported via other means e.g. global client satisfaction results
- Ensure adherence to any SLA, scorecard and action plan processes, as well as any specific client rules of engagement / ways of working
- Engage and build relationships with clients through questioning, challenging and working with Regional Client Growth Delivery (RCGD) to identify opportunities and make recommendations to add value to the clients business
- Take ownership and accountability for the coordination of all client regional reporting requests, collaborating effectively with the local countries, RCGD and third parties where applicable to define, build and deliver on time, correct and to budget
- To drive continuous improvement and deliver best in class service reporting ensuring optimal client satisfaction (where purchased)
- Work collaboratively with RCGD and pro-actively advise on new client solutions / service upgrades.
- Continually partner with internal stakeholders to work together to deliver success
- Recommend Best Practice and ways to generate efficiencies and improvements
- Manage future changes report, HQ user licenses approval set up process with client, down time notifications
- Ensure local teams update on time and correct dashboards/root causes
- Support any Request For Proposal renewal activities (RFP is the process for pitching to renew clients)
- Maintain a strong rapport with the RCGD account team – proactively communicating and agreeing the messaging of sensitive information or any risks
- And anything else as directed by your line manager - such roles are modified to specific client needs.
Measures of Success
- Able to effectively work independently and in teams to deliver on client requirements accurately and on-time
- Showcase high levels of attention to detail
- Readily puts in whatever time and effort is required to achieve goals
- Prioritises workload and consistently meets established deadlines
- Works to remove barriers to collaboration while balancing the interests of multiple stakeholders
- Builds trust with local & global colleagues by having long-term view working relationships
- Able to gain support, including time and resources, towards solving client satisfaction and delivery issues
Requirements
- Associate’s degree (BCom/BSc)
- 2+ years FMCG or Data Management experience
- A strong team player with the ability to promote, influence and foster strong working relationships across a team and across departments
- Confidence to influence and engage with people at all levels within NewCo, external agencies and client
- Global thinking and approach, with a can do / problem solving attitude that means you can diagnose and dissect a problem in order to propose the right solution
- Proven ability to manage multiple tasks and resource to deliver accurate results to challenging deadlines
- Excellent communications skills, both written and verbal. Business English is essential; other European languages are a significant advantage
- Strong customer service and project management skills
- Ability to work effectively under pressure and prioritise workload
- Excellent attention to detail and being able to translate the complex internal world of NewCo in to a succinct, client friendly summary of information
- Detailed knowledge of Operations processes and levers to be able to pull to find short term, long terms solutions
- Management experience is an advantage and/or Operations or Client Service knowledge
- Proven track record of internal/external client service success is important
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 or Johannesburg, South Africa
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