Senior Client Service Manager

3 months ago

Rhodes, Australia Circana Full time

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. 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 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. 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

So, why Circana?

We’re progressive, inclusive and people focused. We seek to create a down to earth culture which balances work and home life and enables our team to be the best that it can be. Our people are important to us, and we offer a number of fantastic benefits including;

Flexibility with the hours you work, and where you work them Employee training and continuous development programs Up to 5 weeks annual leave  16 weeks paid parental leave Birthday leave Summer half days “Me” Days Cultural swap days

What will you be doing?

The purpose of this role is to accelerate Circana’s proprietary analytics solution, Unify, for key retailers across APAC. You will lead on all reporting aspects of data delivery to key retailers and take ownership of reporting deliverables and Unify Platform management. You will also be responsible for some BAU components within operations and building strong relationships with key stakeholders across our retailers.

Job Responsibilities

Accountable for the quality of the client's reporting, working with internal stakeholders to ensure all requested and necessary changes have been delivered in full and on time. Deliver high quality Circana deliverables to clients. Provide superior report and service leadership through exceptional management of all aspects of content delivery for key retailers. Proactively manage client deliverables through day-to-day activities, assuring high-quality and timely solutions. Accountable for building rapid rapport with key client contacts and improving Client Satisfaction and NPS (Net Promoter Score) measurements on navigation and reporting functions of product suite. Investigate data changes and communicate the impact to the client and internal stakeholders. Escalate potential risks internally to senior management prior to client communication. Understands industry best practices, compares performance metrics to outside sources to ensure industry competitiveness; leverages and implements best practices to all elements of service delivery.

Requirements

Previous experience in a similar role working within the retail/FMCG market. Ability to work under pressure, prioritize and plan effectively with a strong attention to detail. Strong written and verbal communication skills. Efficient with Microsoft suite, in particular Excel and PowerPoint. Strong interpersonal skills and can build rapport and maintain relationships, internally and externally. Solid problem-solving skills with a curiosity to understand the ‘why’. Ability to communicate effectively and influence decisions. Actively seeks and incorporates feedback to enhance own performance and make change.

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 organisation. 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

We would LOVE to hear from you. Please apply online with your CV.
If you meet some but not all the above requirements, we encourage you to submit your application.

#LI-DK1

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