Senior Client Service Manager (CPG aligned) Let’s be unstoppable together Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behaviour. 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. At Circana, we are fuelled 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. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Learn more at www.circana.com. Overview of the role: Client Service are currently recruiting for a Senior Client Service Manager (SCSM) to join their team. Reporting to the Director of Client Service UK, the SCSM is responsible for leading a team to achieve high levels of client satisfaction through strong process management skills, flawless planning and execution, and proactive communication. With a specific focus on Circana’s CPG Manufacturer clients, this is a cross-functional role requiring collaboration with a number of internal teams as well as being the primary escalation point for a specific CPG client base. The SCSM will be required to engage effectively and constructively with all aligned commercial teams relying on operational expertise for support. They will also need to work effectively with departmental peers to proactively steer planning and improvements that benefit the wider Client Service team. They will be a highly motivated, capable and inspirational leader who models best practice with client engagement and internal networking. The SCSM will play an integral part in managing and developing a team of Client Service Managers in the primary task of providing clients with their data and services to the high standard Circana expects. In order to achieve this they will strive for continuous improvement and best-in-class service throughout the data production and delivery cycle, as well as having a strong sense of adding value to the client experience. The Senior Client Service Manager role is a fantastic client-focused and people management position which will enhance a broad experience across many aspects of the client data delivery process. It will be a great opportunity for anyone who is looking to make valuable use of their wider team and client support skills and move into a senior management role within Operations. The successful candidate will be able to demonstrate a strong proven record of team development expertise as well as excellent engagement skills to build relationships beyond transactional contact. Main role responsibilities: Client Service: Lead Client Service engagement on CPG client solutions and capabilities⯠Accountability for managing contracted CPG client deliverables on time and correct Co-ordination and planning of resource for business continuity and operational excellence Deep product knowledge for all client solutions, tools and client ways of working Deliver a positive client experience across all Operational touch pointsâ¯â¯ Circana Collaboration: ⯠High visibility with Commercial teams to build strong relationships, confidence and credibility Drive collaboration across production teams to deliver operational excellenceâ¯â¯ Continuous improvement through process investigation, efficiency identification and proactive communication Ownership of internal and external metrics to support achievement of agreed client service levels ⯠People Leadership: Line management of Client Service Manager team Coaching and mentoring to enhance team performance and personal objectives Reinforcing and role-modelling of our cultural behaviours and people standards Wider strategic planning for the whole Client Service team across Retail and Manufacturer solutions Skills and Experience:⯠Has significant client service / relationship experience in leading complex deliverables to strategic clients Highly self-motivated, accountable and committed with well-developed decision making skills A strong relationship builder and is known for being the face of team in the other’s eyes Has significant experience in people management Strong prioritisation and delegation skills Excellent problem solving skills and consistently solutions focussed. Has a proven background in following and implementing processes Ability to lead and motivate individuals in a process and customer-centric operation A strong team player with the ability to promote and foster strong working relationships across a team and across departments. High quality communication skills - written and spoken Highly numerate with strong analytical skills Detail oriented person – pays strong attention to detail Excellent IT skills, particularly in Excel and PowerPoint. Our Behaviours:⯠As well as the technical skills, experience and attributes that are required for the role, our behaviours sit at the core of our organisation. Therefore, we always look for people who can continuously champion our behaviours through-out the business within their day-to-day role: · Stay Curious We are hungry to learn and grow, individually and with our teams. As persistent problem solvers, we ask "what has to be true?" to make things happen. We experiment and consider new ways to innovate, raise the bar across our teams, an believe there is always room for improvement. · Seek Clarity We embrace complexity and derive meaning from complex information to create clear direction. However, we also must not make the complex complicated. We leverage data, science, and technology to break complexity into manageable chunks in order to surface opportunities, prioritize the highest impact areas and inspire action. · Own the Outcome We are accountable for decisions and take ownership for our choices. We approach situations with an open mind and embrace change, being as consistent as possible and different where necessary. · Centre on the Client We relentlessly focus on adding value for our customer, assessing needs, identifying new opportunities, and collaborating to find the best solution. We deliver an outstanding customer experience and execute with excellence. · Be a Challenger We disrupt and compete as if the challenger. We are never complacent. We assume positive intent as we challenge one another to continuously improve. To do this we consider alternate ideas, value different perspectives, and engage in healthy, candid debate to drive informed decisions. · Champion Inclusivity We foster trust in relationships and through our actions, engage individuals and teams with empathy, resect and integrity. We actively listen to different perspectives and encourage diversity in ideas, opinions, and points of view to build a better answer. · Commit to Each Other We are fuelled by a passion for continuous learning, finding purpose in what we do to focus on our growth. We seek and share feedback freely, ensuring everyone knows how and why they are exceptional and where they can be even better. We celebrate and offer recognition for our collective and individual victories, both big and small. We work hard and smart, creating flexibility to accommodate both work and our lives. We care about our Circana family and promote each person's wellbeing so that all can flourish. LI-KM1