Client Program Manager – Kantar Public

We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Kantar’s Profiles division is home to the world’s largest audience network.

With access to 170m+ people in over 100 global markets, we offer unrivalled global reach with local relevancy. Validated by industry leading anti-fraud technology, Kantar’s Profiles Audience Network delivers the most meaningful data with consistency, accuracy, and accountability – all at speed and scale.

Job Details

From intelligent sampling to award-winning survey engagement software to sample management and custom reporting, Kantar Profiles contributes value at every stage of the research process.

Along with a full suite of data collection services including specialty panels, custom panels and communities, mobile surveys, and observed digital behaviour and ad tracking, Kantar Profiles delivers the industry’s most complete and highest-quality online research.

Profiles is part of the Kantar Group, one of the world’s largest research, insight and consultancy networks. We have offices around the globe offering a wide range of career opportunities.

Role Summary

A Client Delivery Manager within Kantar Profiles takes overall responsibility for the efficient scoping and delivery of each stage of a research project within Kantar Profiles ensuring seamless, accurate and timely delivery to clients according to the agreed project specification and budget as well as following established processes and keeping all required project documentation up to date. The Client Delivery Manager is responsible for communication with clients, internal departments, panel partners and outsourcing companies, ensuring that both the client’s expectations and company goals are met or exceeded. The successful role holder will actively seek and communicate ways to improve project performance at all times.

What You’ll Do…

General Responsibilities (80%)

• Working with the Function leads across EMEA and Offshore to ensure the successful delivery of client projects.
• Working with the Business Development team to ensure services are delivered to exceptional standards and work toward building healthy client relationships.
• Hold and record quarterly business reviews to ensure client value and success is being attained
• First point of escalation, resolving complaints that occur during the fieldwork to both the clients and Kantar Profiles satisfaction
• Conducting debriefs with the client and internal teams to share learnings for future projects that pertain to continuous improvement
• Actively train, coach and mentor clients, team members and supporting teams for the best results
• Acts as customer advocate
• Evaluate and analyse client needs
• Client onboarding
• Encourages clients to upgrade their products and services
• Promotes customer loyalty
• Performing other responsibilities associated with this position as may be appropriate.

Project Responsibilities (20%)

Own and lead every aspect of online project management, including:

• Understanding the client’s needs, incorporating them into the research and communicating  them to other project managers as required
• Working on their own projects and with other members of the operations team to ensure successful execution and completion of projects through:
• Working to a budget and being mindful of costs and profitability of individual projects and clients
• Providing advice on project and questionnaire requirements
• Client liaison / servicing
• Communicating with panel partners and outsource operations company to ensure field requirements met
• Survey scheduling and set-up
• Sampling / Sample specification
• Monitoring achievements of quotas
• Data checking and validation
• Communication with clients during fieldwork
• Coming up with proactive and intelligent solutions to any issues faced

What You’ll Bring…

• Market research experience with a good understanding of research and basic survey methods and data collection techniques
• Client management experience, displaying a solutions driven approach
• Excellent communication skills – specifically how to distil the issues, handle client expectations and communicate in a timely manner
• Experience in online research
• Consultation experience
• Advanced Excel knowledge
• SPSS knowledge is advantageous

Benefits include: 25 days annual leave (increasing with tenure), private medical health cash plan, income protection, life assurance, enhanced employer pension contribution; plus award winning voluntary flexible benefits (lifestyle, health, wealth, wellbeing).

Working arrangement: London Southbank – Hybrid (office and remote working).

Kantar Profiles Division

Unleash your potential at Kantar’s Profiles division, home to the world’s largest audience network.

Join our expert team in survey design, sampling methodologies, and data science, we leverage cutting-edge technology to provide our clients with seamless access to real people and unparalleled insights.

Backed by industry-leading anti-fraud technology, our Profiles Audience Network comprises over 170 million individuals, in more than 100 markets worldwide. Our clients include many of the world’s leading brands, who trust us to collect reliable insights.

Be part of a team that shapes the future of panel market research and drives results for brands everywhere!

Some key facts:

• Our team is made up of 600 people globally.
• We are present in 27 countries.
• Profiles currently holds a 10% share in the $3b panel industry but we have ambition, a robust 3-year business plan and the financial backing of our private equity owners (Bain Capital) to grow to be the #1 player in this sector.
• We provide an ideal environment for professional growth, offering:
• A ‘start-up’ atmosphere in which you can make a big impact and get credit for it.
• The chance to learn all aspects of the business and influence the decision-making process.
• The opportunity to network and learn from highly experienced, senior members of our teams from across the business, globally.

Join Us

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.

We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted and are allowed to flourish in a space where their mental health and well-being is taken into consideration.

We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.

Country

United Kingdom

Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.