Client Support Manager
London, Westgate
2d ago

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Job Details

Client Support Team Manager, Kantar Worldpanel, UK Operations Client Delivery, Westgate


Kantar Worldpanel operates continuous consumer panels in over 30 countries around the world, collecting detailed information on product purchasing and usage across a wide range of markets including Grocery, Personal Care, Audio Visual and many more.

Our business in the UK is largely concerned with the analysis of consumer behaviour in terms of purchase choice, stores visited and amount of spend.

Our client base is varied including, manufacturers, retailers, media companies and city institutions. The Worldpanel UK Operations division are responsible for supporting the commercial business by the collection and processing of raw data through to the production of end user databases and reports in various formats.

The role of the Operations Client Delivery team starts with the production of the core market databases, to set up of the delivery framework for each client in Worldpanel Online and Office tools, through to maintenance regular of regular reports.

Wrapped around this is the training, support and development of the tools in use and resulting data delivered.


The role of Client Support Team Manager within Client Delivery is to manage a team focused on the introduction of new Worldpanel Online services and analyses into the UK, the set-

up of this delivery framework for each client in the UK and Ireland, and the support of all client deliverables and tools used in their creation.

This includes providing first and second line support to internal and external clients and acting in an expert advisory capacity on all processes ensuring best practice to both internal and external clients.

As such it is the role holder’s responsibility to ensure the team build and maintain expert knowledge of the structure, content, data and capabilities of the tools at its disposal.

This knowledge will be used to provide expert operational guidance to our clients on delivery, which may include client facing activity.

The role also covers the support service against all deliverables covering data content, structure, delivery and maintenance.

The role holder will promote the support team as the first point of contact for any issue a client has but remove rigid process and red tape hence ensuring flexibility and the ability to respond effectively.

The role reports directly to the Head of Service Support.

Responsibilities / Accountabilities :

  • Line management responsibility for the Support team encompassing performance management, motivation, training and development of the team.
  • Build and maintain expert knowledge within the team of all deliverables.
  • Build and maintain expert knowledge within the team of the tools required to support the deliverables in the most efficient manner.
  • Create an environment to encourage new thinking on service improvements
  • Drive new initiatives from that thinking to create better processes saving time and improved products which ensure quality and exceed our client’s expectations.
  • To understand the support being given and develop methods to review, resolve at source and measure impact.
  • Build and maintain close relationships with both internal and external clients including an off shore Team by process of regular review and in conjunction with other Client Delivery team managers.
  • Responsible for monitoring client satisfaction, acting on the results not avoiding difficult issues.
  • Ensure relevant and correct record keeping of the requests made of the entire Operations team for performance metrics
  • Drive the creation and / or maintenance of the service level for the services provided by the Service Support Team including the Regional Operations Centre
  • Ensure by review that the Client Support team is working within the service level for the services it provides.
  • Provide context on key metrics and act on findings.
  • Provide advice on required resource levels to the Head of Service Support based on performance metrics
  • Regularly (every period) review performance with the Client Support team.
  • Build and maintain relationships with the Global Team in relation to the tools and software utilised for our Services.
  • Maintain the relationship with Regional Operational Centre (ROC) on the element of databases within its remit.Ensure agreed service is being deliveredAdvise on areas for a potential increase in usage and efficiencies of the ROC.
  • Encourage team work, where team members promote ideas and take responsibility for their projects.
  • Person specification

    A person in this role is likely to have the ability to :

  • Positive, can-do approach to work.
  • Creates a culture of trust.
  • Solution focused
  • Self-motivated to seek opportunities and achieve high standards
  • A proactive manager with a high level of drive and enthusiasm.
  • Solve problems creatively and seek opportunities for improvement and development
  • Motivate people to give their best, providing constructive feedback praising and recognising individuals where things go well and discussing improvements that could be made in the future
  • Ability to provide clear objectives to achieve timely and correct delivery of the required product or service.
  • Smooth relationships when difficult circumstances prevail and develop a culture of trust both within and outside the team
  • Strong interpersonal and leadership skills and a proven ability to adapt management style to achieve best results
  • Recognising and encouraging developmental needs to motivate and retain staff
  • Be alert to changing situations, show flexibility and pragmatism in approach, adapting in difficult situations and continuously striving to achieve the best results
  • Always acts in the interest of the organisation be bold and assertive in situations where others are pushing against what is best for the organisation or others
  • Technically able and data literate.
  • A proactive manager with a high level of drive and enthusiasm.
  • Location

    London, WestgateUnited Kingdom

    Kantar Rewards Statement

    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.

    Join our team and you’ll be part of the 30,000 colleagues and 9 world leading research, data and insight brands that make up Kantar.

    At the heart of WPP, our unique consumer insight inspires clients around the globe to create and flourish in an extraordinary world.

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