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Client Operations Director
Global Market Insite
Warren, NJ, United States
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LIGHTSPEED
Insights Client Operations Director
Warren, NJ
Market Research may not often be thought of as a glamorous field, but at Lightspeed we start the conversations that help shape global brands. If that’s not worldly and glamorous, we don’t know what is!
Lightspeed brings a new level of innovation to the global world of online data and is a launching pad for turning tried and true research methodologies into strategic and consistent solutions for our clients. Our secret recipe? Commitment, collaboration, and a lot of hard (read: smart) work.
And our success starts with our people. We are looking for team members who want to hit the ground running and make an impact from the start. Our ideal candidates are passionate about what they do, ready to learn and grow among some of the industry’s best and brightest, and excited to join a winning team.
The Client Operations Director (COD) is a market research professional whose key responsibility is to manage a team of approximately 25 Managers and Project Managers responsible for the execution of projects valued at approximately $60M in revenue annually. While partnering strategically with Client Relations and other internal teams, the COD provides the overall vision and direction for the Insights Project Management team, driving success in terms of delivery metrics and client satisfaction, while coaching/mentoring managers and cultivating a high-performance culture. This role would suit a motivated professional who enjoys fostering relationships in a team setting, thrives in a rapidly changing environment and understands the bigger picture and its impact on planning and prioritization. This position reports to the Vice President, Client Operations.
KEY OUTCOMES
• Managing project team of 25 employees that are responsible for the execution of deliverables for Kantar Insights valued at approximately $60M in revenue annually.
• Overseeing team to ensure client expectations and key performance indicators are met or exceeded while balancing needs of the client with what is best for the business.
• Identifying opportunities proactively to drive quality and efficiency improvement, facilitating the team’s progress against these initiatives in order to maximize financial metrics.
• Overseeing resource allocation including budgeting and workforce planning to ensure that the team and business unit delivers on time, on spec and budget.
• Driving collaboration across internal teams to ensure key metrics are attained.
• Evaluating quality assurance procedures and ensuring they are embedded into all aspects of the team’s operational processes.
• Sponsoring the initiation and progress of client centric initiatives, internal initiatives, new product roll-out, training and continuous education.
• Taking a leadership role in complex, high profile, strategic accounts and maintaining excellent relationships with the client.
• Leading the team to ensure account remain healthy, productive, profitable and mutually beneficial.
• Participating in client review meetings to assess past performance and strategically set future goals.
• Supporting the team’s interaction with internal client relations staff.
• Driving a high-performance culture by maintaining focus on company values: Bold, Creative, Fast.
• Management responsibilities include providing feedback, completing appraisals, delegating and assigning work, conducting and facilitating training & development, mentoring direct report(s), compensation recommendations, etc.
• Effectively delegating assignments to direct reports, and providing feedback and coaching to promote growth, development and future advancement.
• Understanding of the market research industry and the company’s product portfolio with an ability to facilitate and support the delivery of new and expanded products/services.
• Ensuring vendors are delivering to specifications and service level agreements where applicable.
• May include periodic travel (up to 15%).
CAPABILITIES
• Minimum 7 years’ experience in professional project management overseeing multiple clients and projects under tight deadlines with a market research supplier.
• Bachelor’s Degree, preferably in Market Research, Marketing, Statistics, Economics, Business or a related field.
• Experience managing teams in a professional services organization.
• Excellent communication skills – specifically how to resolve issues both internally and externally, manage client expectations, provide feedback designed to drive positive change, act as a trusted advisor and communicate in a timely manner under pressure.
• Influential leadership through advanced emotional intelligence, collaboration, consensus building and effective conflict management skills.
• Reacts to change productively and displays a solutions-driven approach.
• Strong teamwork ethic with an ability to adapt in a fast-pasted, dynamic environment.
• Ability to understand technical aspects of various processes involving systems on client and vendor sides.
• Understanding of online panels and sampling methodology.
A plus:
• Experience with an online panel supplier.
• Formal market research training or certification (such as the UGA PMR certification).
• Technical expertise in sampling platforms and position related systems, tools, and automation.
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.
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 necessary 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.