At a Glance
- Tasks: Manage client relationships and deliver exceptional customer service in a dynamic environment.
- Company: Join Numerator, a leader in market research innovation.
- Benefits: Enjoy 25 days annual leave, flexible benefits, and extensive training opportunities.
- Other info: Hybrid work model with a supportive and collaborative culture.
- Why this job: Be part of a team that shapes the future of market intelligence.
- Qualifications: Strong communication skills and experience in customer-focused roles.
The predicted salary is between 45000 - 55000 £ per year.
We’re reinventing the market research industry. At Numerator, we believe tomorrow’s success starts with today’s market intelligence. We empower the world’s leading brands and retailers with unmatched insights into consumer behaviour and the influencers that drive it.
Office location: Euston, London
Role Type: Permanent, Hybrid (1 day per week in the office)
The Client Delivery department is made up of the Client Delivery Managers team, ROC Relationship team and the Client Support team. The whole department are the eyes and ears within Operations supporting all areas of the business building relationships and providing technical support.
Job Purpose
To live, breathe and embody customer service! The Client Delivery Managers team will bring a clear Client focus to the Operations division. As a Client Delivery Manager you will be responsible for delivering exceptional customer service building strong relationships across the Clients, Client Service and Operations teams, delivering against our client needs, resolving client issues and ensuring our business and output is geared towards our customers at all times.
Main Duties And Responsibilities
- Project Management: Project management of tasks around client transitions & re-pitches within Operations. Effective collaboration with the global and ROC organisations to better meet Client needs. Scope all Client requirements linked to new/changed deliverables, providing recommendations on approach, working directly with the Client. Successfully project manage and ensure delivery against all client and client service requirements which span across Operations. Produce regular targeted communication for both Clients and Client Service teams, improving the visibility and understanding of the current business highlights and challenges e.g. Service Enhancements. Supporting any relevant improvement or transformation workstreams based on current commercial needs.
- Operations and Client Relationships: Servicing our Clients, Client service and operations teams. As the conduit between the divisions, work with all parties (across both Clients, Client Service and Operations) to establish best practice and ways of working. Coordinate and lead regular service review meetings to establish client priorities and future requirements, discuss previous performance and review any issues.
- Process and Continuous Improvement: Communicate effectively with the wider business, ensuring that Client Operations processes are understood and implemented. Deliver a knowledge sharing mechanism and process to enhance the understanding and familiarity of the wider business across Operations and Client Service teams. Share efficient ways of working with other team members and help to drive and embed efficiencies through lean methodology. Provide critical metrics that meet the need of our business and enable growth in these specific areas.
- Team, People and Self Development: Become a service expert - proactively developing your understanding of Operations and Client Service processes - so you can confidently articulate your understanding and make effective recommendations to the business when required. Engage with your line manager - seeking their feedback, input and contribution to your development - act upon it appropriately and asking for advice when relevant. Build relationships internally, specifically with immediate team with the view to willingly offer help and support to others in the team where possible. Actively participate in training programmes to develop the required skills and seeks opportunities to practice and apply what you have learned in training.
Measures of success in this role
- Increase to the Client Quality of Service metrics
- Optimum processes in place driving maximum efficiencies
- Ongoing measurement and reduction of Client issues
- Project management of new/changed requests delivered to Clients directly right first time
- Increase to Operations Quality of Service metrics (collaboration & total service levels)
- Monthly CS departmental dashboards in place
- Weekly CS departmental Service reviews in place
- Achievement against Operations service levels
- Knowledge sharing mechanism/process established (between Ops & Clients / CS teams)
What You’ll Get From Us
- 25 days annual leave (excl. bank holidays), plus your birthday off
- Flexible benefits across health, wealth and lifestyle
- Extensive training and excellent scope for career development
- A collaborative and supportive work environment
What You'll Bring to Numerator Role Requirements
- Experience of leading and facilitating the right decisions for the customer and the business
- Strong commercial awareness and understanding of customer needs, and evidence of this in current or previous experience
- Experience of delivering solutions to overcome issues and challenges
- Ability to build strong working relationships and rapport
- Strong communicator at all levels
- Strong influencing and relationship building skills
- Commitment to service excellence and customer experience
- Flexibility in a rapidly changing and developing environment
- Ability to clearly and concisely present information, both verbally and written
- Strong analytic and problem solving skills
Client Delivery Manager employer: Numerator
At Worldpanel by Numerator, we pride ourselves on being an excellent employer that fosters a dynamic and collaborative work culture in the heart of London. Our hybrid working model allows for flexibility while providing ample opportunities for professional growth through mentorship from experienced colleagues. Join us to be part of a supportive team that values your contributions and encourages you to take ownership of your success in the fast-paced FMCG market.
StudySmarter Expert Advice🤫
We think this is how you could land Client Delivery Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Numerator. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Numerator before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Client Delivery Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Numerator:Your cover letter is your chance to shine! Tell us why you want to work at Numerator specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Numerator!
How to prepare for a job interview at Numerator
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
