Purpose of Role

• Responsible for ensuring client(s) within portfolio are satisfied with results and servicing provided by the client service team from week to week; annual revenue targets are met by the identification of opportunities to sell more Worldpanel products and services; and, where relevant, leading individuals.

Role Objectives

Client Relationship

• Responsible for day-to-day relationship with key contact (ie. The owner’ of the Worldpanel subscription within the client organisation)
• Understand what the client’s overall goals and objectives are and the role that different departments and individuals are playing in achieving these
• Continue to develop a broader network of contacts with the client while maintaining existing relationships
• Utilise high levels of on-site presence to build a reputation as a Trusted Adviser through being a recognised and well known face around the client office
• Handle the client’s expectations with respect to the quality, speed and volume of data, and the servicing they are entitled to
• Resolve dissatisfaction if it arises, acting rapidly to resolve disagreements and not avoiding difficult issue
• Resolve workload capacity issues if they arise, negotiating with client partners to understand priorities.

Account Handling

• Own the account administratively, dealing with internal departments such as accounts and delivery services to make sure communication and dispatches to the client are professionally and accurately handled
• Ensure contractual obligations are known and adhered to, raising issues if required in good time
• Submit monthly forecasts in line with approved divisional systems, updating these as things evolve
• Identify revenue gaps and plans for closing these over the course of the year, communicating status and priorities both upwards and downwards
• Prepare proposals both in response to client briefs and proactively follow up and close these proposals in order to achieve revenue targets
• Seek to deliver benefits led solutions in your proposals, encompassing the full range of KWP services
• Look for revenue opportunities outside of your main contact
• Handle and plan the account resource to avoid drops in service quality
• Ensure appropriate inductions and training programmes are provided to client users

Service Development

• Highlight and raise client concerns with any Worldpanel services to aid senior management with prioritising investment and development efforts
• Proactively seek and share intelligence from clients about other services they purchase and their current or future needs which could be met with Worldpanel developments

Basic Data and Tracking

• Ensure regular results are dispatched on time and accurately by line reports or support departments. Take ownership of finding solutions if errors occur or processes break down
• Proactively find opportunities to evolve our results as new technology or tools become available and/or as client businesses change focus or structure

Analysis & Insight

• Begin to recognise patterns and draw logical conclusions based on your analysis of the data set
• Discuss briefs with client contacts aiming to make them more business question driven and less prescriptive
• Handle larger projects making sure that key achievements are hit, appropriate resource is available and that the client is kept up-to-date at all times
• Prepare and deliver presentations, demonstrating personal credibility and showing value for money from the Worldpanel services purchased
• Draw from all Worldpanel services purchased in order to provide clients with a wider context and where possible, reference other studies clients have conducted
• Build category, cross category and industry knowledge from project to project making sure previous learning is built upon and shared fully

Team, People & Self Development

• Highlight and raise client concerns with any Worldpanel services to aid senior management with prioritising investment and development efforts
• Conduct and take part in performance management using the online appraisal system
• Set, monitor and evaluate SMART objectives for line reports
• Give constructive feedback, both praising and identifying things which could be improved. Address performance issues in a professional and timely fashion
• Coach and train line reports, and other team members sharing knowledge, encouraging a culture of learning and positive development
• Discuss your direct report’s personal development and ensure that they have a completed PDP which should include stretch and development objectives
• Discuss your personal development with your line manager and be responsible for ensuring that you complete and implement PDP which should include your stretch and development objectives
• Attend relevant training, seeking out opportunities to develop further and grow your knowledge about our industry, clients and capabilities
• Take part in the graduate recruitment process to enable us to attract and secure high calibre Research Executives/Category Analysts into the business