Job description
Insights
Kantar is the world’s leading data, insights and consulting company and our Insights colleagues are experts in human understanding. They help clients define what brands should stand for, how to disrupt and renew their offer, how to connect with audiences and how to win with consumers and customers.
Job Details
Insights at the speed of business
An exciting opportunity to drive client success for Kantar Marketplace in North America. Reporting to the Head of Client Success, NA Kantar Marketplace, you will be responsible for driving client satisfaction, ensuring appropriate NA specific training for teams, and driving continuous process improvement, as well as giving critical input into product innovation that helps grow the Marketplace business in North America.
Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, Kantar’s 30,000 people help clients understand people and encourage growth.
Kantar Marketplace is an automated market research platform crafted for insights professionals, marketers and agencies who want to test, learn and move faster. It is the only market research platform with solutions that have been independently validated to predict sales and brand growth. We are committed to helping our clients unlock powerful insights through our verified audiences, intuitive self-serve dashboards and guide consulting - in over 50 countries.
The platform powers both a core storefront and portfolio of self-serve and serviced agile solutions (Kantar Marketplace), plus client-specific versions of the platform and portfolio (Kantar Marketplace Enterprise).
Our ‘ambitious goal’ is that by 2022 Kantar Marketplace will be the top tier automated research & insights platform, generating incremental revenues for Kantar in excess of $100M at industry leading profit margins.
Role overview
The Client Success Director in North America will have in-depth knowledge of the platform, and the solutions offered on it. They will be passionate about elevating and growing the usage of Kantar Marketplace both internally and externally across NA, as well as continuously passionate about improvement of the platform.
Key responsibilities will include:
Client Engagement and Communication
- Walk new self-serve clients through their first study on KMP & follow up after first project
- Follow up with clients to get feedback on their experience/share that with key KMP teams – participating in regular check-ins with larger KMP clients
- Ensure regular communication with KMP clients to drive repeat usage and upsell other solutions on KMP
- Ensure Marketplace clients are receiving quick responses to requests and questions, and help train them to use the tools to answer their business questions
- Partner with Client Leadership/Client Partners across Kantar NA divisions to pitch and demo the Kantar Marketplace platform and offers
- Support in the execution and creation of Marketing content for Client Webinars, conferences, thought leadership pieces, client quotes/cases studies, etc…
Training
- Support on the rollout and creation of additional NA training documents and training sessions for KMP product rollouts and improvements.
- Ensure training docs are kept up to date
Process Support
- Continuously look to develop/refine the execution process for the platform to ensure solutions can be delivered at scale
- Help facilitate client transitions to KAP for existing solutions (i.e LEX TV, Context Lab)
- Participate in internal regular check-ins for larger KMP clients to ensure process review and improvement to drive higher client happiness
- Participate in providing feedback and regular discussions with Profiles KMP leads, KMP PM Support team leads, and others to continuously review and improve the Fieldwork process for KMP studies.
Product Innovation
- Collect client and internal feedback on NA-specific product and feature needs
- Identify platform needs to increase efficiency, speed, quality, and ease of use both internally and externally
Key outcomes
- Achievement of revenue and profitability targets
- High levels of client satisfaction
- Clear and efficient ways of working between Kantar departments and divisions
Experience & capabilities
- Passion for driving success of the Kantar Marketplace platform
- Commercially driven and eager to please clients
- Strategic thinker who systematically solves problems and hypothesizes possible customer struggles, expectations and implicit needs
- Ability to interface directly with clients with strong presentation skills and ability to command a presence
- Clear and effective communicator, with proven success working across departments and/or divisions
- Organizational agility with the ability to establish strong cross-functional relationships and to influence and inspire others
- Strong understanding across Kantar offers in North America
- Operationally minded with proven success improving processes and profitability
- Comfortable dealing with the unknown, and able to build plans and processes from scratch
- Ability to work at a fast pace, with a true self-starter mentality
At Kantar we have an integrated way of rewarding our people based around a simple, clear and consistent set of principles. Our approach helps to ensure we are market competitive and also to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.
We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. Apply for a career that’s out of the ordinary and join us.
At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients. Kantar is committed to inclusion and diversity, therefore we welcome applications from all sections of society and do not discriminate on the basis of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status or any other legally protected characteristics.
PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited (“Kantar”). Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is vital for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities by Kantar and its affiliate Kantar group companies. For full details of our privacy policy please visit www.kantar.com.
Country
United States of America
Location
New York, World Trade Center
Why join Kantar?
We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies, nobody knows people better than Kantar.
And because we know people, we like to make sure our people are looked after as well. Equality of opportunity for our people is our highest priority and we encourage our people to work in a way that supports their health and wellbeing. While we encourage our colleagues to spend part of their working week in the office, we understand no one size fits all, and we’re flexible in our approach to ensure people feel included and accepted. We’re committed to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, which is why we welcome applications from all background and sections of society. Even if you feel like you’re not a perfect fit, we’d love to receive your application and talk to you about this job or others at Kantar.
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