Global Customer Success Director 8 views

Job Details

Kantar Consulting are looking to recruit a Global Customer Success Director within our Category Management Technology team to take ownership and responsibility for a tier 1 Global Software and Services customer: driving usage, value delivery and retention in accelerating a fast-growing business area. The role will report into the SVP Category Technology EMEA and will work across Technology and Consulting to deliver first-class, customer management, customer value and revenue growth.

We are seeking a dynamic, action orientated leader who is passionate about helping customers win, driving team excellence and the use of technology as an enabler to a more efficient and effective business for our client, who has a consultative approach, high levels of commercial acumen and CPG category management knowledge.

Our proprietary market leading technology enables clients to optimise, automate and scale their category management processes to efficiently identify and deliver incremental growth in collaboration with their retail customers based on the category and shopper.  The combination of our cutting-edge advanced data analytics and our virtual reality retail simulation delivers total retail experiences through the eyes of the shopper leading to superior business outcomes for our clients. Here’s a case study.

Kantar Consulting is the specialist growth consultancy within Kantar. With over 1,000 analysts, thought leaders, software developers and expert consultants we help clients develop and execute brand, marketing, retail, sales and shopper strategies to deliver growth.

ROLE RESPONSIBILITIES

  • Deliver commercial value to our global technology customer through their use of our software and services, driving usage and value, specifically incremental turnover, and strong ROI.

  • Successfully renew the global software subscriptions, service contracts and create both up-sell and cross-selling opportunities.

  • Deliver customer endorsed external case studies from across the globe, illustrating the value contribution and the role our software and services played in enabling our customer to achieve their commercial goals.

  • Listen to and influence the clients, building great networks, relationships & advocates up-to and including C-level across multiple client departments and markets.

  • Manage and lead a team of direct reports, including workload management, 1-1s, mentoring and career development and indirect management of other regional teams who support the client.

  • Influence and implement the business’ commercial and product development strategy.

  • Successfully on-board new markets, including project management, resource planning and allocation, introduction to our software, and ensuring value delivery in 1st 90 days.

  • Work cross-functionally internally within Kantar, across other practises, divisions and other technology offers.

KEY OUTCOMES

  • Value Delivery – delivery of ITO and strong client ROI

  • Endorsed case studies and client advocacy

  • Software and services retention & successful contract renewals

  • Software expansion across our clients’ categories and markets

  • Revenue Growth

CAPABILITIES

  • Excellent commercial acumen, including the ability to work successfully to targets, and the ability to capitalise on opportunities as they emerge.

  • Fantastic client engagement, and customer management skills.

  • Excellent communication and presentation skills, possessing the gravitas to build relationships up-to and including C-level.

  • A strategic mindset.

  • Strong leadership and team management skills.  The ideal candidate will have the emotional intelligence, charisma, and energy required to drive the team to success and beyond.

  • An action orientated, entrepreneurial individual who enjoys getting things done.

  • A CPG background and category management knowledge is desirable.

  • The flexibility to travel extensively on a domestic basis, with some international travel, pending COVID restrictions.

  • Demonstrated programme / project management skills and the ability to manage and coordinate project work in a structured and coherent way.

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