The purpose of the Client Team Manager (CTM) is to serve our clients in the most hospitable manner by providing insights and high-quality data in a timely manner. Furthermore, the CTM manages their Client Team so that staff members are happy, developing themselves, and ensuring all operational KPIs as well Client Satisfaction KPI’s are met.
Responsibilities
- Completes 100% of projects within wave plan structure and agreed to quality standards.
- Leads the client team to take care of clients together.
- Sets COS budgets with Fieldwork Specialists for each wave.
- Runs Kick-Off and Recap Meetings for every project to actively improve wave on wave, continuous improvement.
- Develops tactics with the Community Manager for shopper recruitment and channel development
- Build client relations to ensure the client’s willingness to re-contract.
- Delivers relevant insights from Client Team to the client and/or Insight Manager.
- Invoices Clients no more than 2 working days after the project wrap up.
- Manage team resources - including hiring, firing, reviewing and appraising performance - and budgets within the limits set by the SCM.
- Prepares relevant updates on achievements and bottlenecks to actively participate in the Daily and Weekly meetings
- Communicates clearly, relevantly, and regularly with colleagues, managers, and leadership.
- Works efficiently and effectively by using set SOPs and best practices while providing feedback on how those standards and systems might be improved.
A typical day in the life of a Client Team Manager starts with leading the daily meeting in the morning. During this time, your team will update you with progress and potential bottlenecks of the projects. You will help and guide your team to ensure projects are completed on time. Later in the morning, you start checking the survey and briefing materials written by your team for a new project. In the afternoon, you might have a client meeting to present a report on findings of a completed project, or you’ve set up a call to check in with the client. After the meeting, you send your client contact an AQ Feedback form and then speak with your team for project improvements. You conduct the appraisal with the team member every quarter.
You have:
- Excellent verbal and written communication skills in English
- The flexibility to work in a changing environment
- The ability to work independently
- Result oriented, proactive, innovative and an ability to be able to improvise in all situations
- Experience with MS Office (Excel, PowerPoint)
It helps if you have:
- Bachelor in any discipline
- A great affinity with service
- A desire to learn and discover
- Minimum of 3 years experience in team & project management
As a person, you are:
- Positive
- Driven
- Creative
- Thorough
- Proactive
- Analytical
- Department
- Operations
Report to
- Operations Director
Perks & Benefits
- Nearby public transport
- Central location
- Casual dress code
- Free snacks / Happy hours
- Medical insurance
- Open culture
- Personal development opportunities
