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 Numerator, we pride ourselves on being an exceptional employer, offering a dynamic work culture that fosters collaboration and innovation. Our commitment to employee growth is evident through our supportive team environment and the opportunity to work closely with leading retailers in Bradford, allowing you to develop your insight skills while contributing to impactful market intelligence. Join us to be part of a forward-thinking company that values your expertise and encourages you to make a difference in the retail industry.
