Senior Client Operations Executive

3 semanas atrás

Lisboa, Portugal KANTAR Tempo inteiro

Kantar Worldpanel

Kantar is the world’s leading data, insights and consulting company, and our Worldpanel colleagues are experts in shopper behavior. Offering continuous monitoring, advanced analytics and tailored solutions for our clients, they help turn purchase behavior into a competitive advantage across a wide range of markets including tech, fashion, telecoms and fast-moving consumer goods.

Job Details

INSPIRE SUCCESSFUL DECISIONS

Kantar’s Worldpanel division is searching for dynamic and methodical Client Operations Executives. Based in Lisbon, Portugal this is an incredible opportunity to be part of our exciting vision for the future

About us

Kantar is the world’s leading data, insights and consulting company. We understand more about how people think, feel, shop, share, vote and view than anyone else. Combining our expertise in human understanding with advanced technologies. Kantar’s 25,000 people based in more than 100 countries help the world’s leading organisations succeed and grow. Nobody knows people better than Kantar. We provide insight and inspiration to help our clients, our people and society to create and flourish in an extraordinary world.

Our Worldpanel colleagues are the global experts in shopper behaviour, offering continuous monitoring, advanced analytics and tailored solutions to inspire successful decisions by leading organisations worldwide. Worldpanel turns purchase behaviour into a competitive advantage across a diverse range of markets including tech, fashion, telecoms and FMCG.

Role’s Mission

Our Client Operations Executives will act as our Worldpanel experts on data delivery processes by collaborating directly with our Client Service and Operations teams as well as with several of our main clients and their representatives.

We are looking for individuals with proven experience in building trusting and collaborative relationships across cross-functional teams, stakeholders, and clients; whilst also having a good understanding of shoppers’ data and the ability to synthesize key insights to better advise our clients whenever necessary.

Depending on your previous experiences we’ll adjust your training so that you can become a reliable resource around our Prism attribution, end-to-end production processes (Data release, Data restatement, Quality checks) and/or client relationship and analysis skills - by understanding and using key consumer panel indicators, basic principles of data visualization, and how to best use MyWorlpanel when preparing a client’s presentation.
- MyWorldPanel is a Kantar cloud-based platform, currently being deployed worldwide, to provide the most intuitive and efficient way to analyze shoppers' behaviour data.

Key outcomes
- Act as a Worldpanel expert on data delivery processes by collaborating directly with our Client Service and Operations teams as well as with several of our main Clients and their representatives - ensuring timely delivery of Worldpanel products and services, as well as efficiently mediating any reported issues.
- Satisfy clients on all aspects of our MyWorldpanel data delivery processes (feasibility, planning and quality checks) while also acting as a data delivery expert by providing regular advisement to our Client Service teams on all operational queries.
- Regularly review Client market & brands data in MyWorldpanel to build market and trend knowledge - to timely generate alerts that will be liaised with our Client Service teams.
- Prepares recommended delivery approaches to the Team Supervisor and to Client Service teams, considering any adjoined technical actions.
- Collaborate with our Client Service teams on updating and validating shoppers’ panel data before it’s shared with clients (e.g., Validating category trends in time series).
- Participate in conversations with Clients mediated by Client Service representatives - by effectively collecting the Client’s feedback and requirements and briefing it to any identified departments so there is a clear understanding of delivery needs, methods and feasibility.
- Act as first support line agent with clients on all of their MyWorldpanel queries - by providing solutions and directions on how to best resolve their challenges; and if necessary, generate tickets and escalate their cases to L2 or L3 level agents.

Key Capabilities

Your background will ideally look like this
- Business proficiency in English (B2 Level Minimum).
- Proven Customer Service and/or Client Management experience will be required.
- Optimum skills with MS Excel (Advanced formulas; Pivot Tables; Macros).
- Introductory knowledge of SQL (Queries and Coding).
- Familiarity or professional experience with Kantar Worldpanel shoppers’ data and datasets.

With the following qualities
- Inquisitive, with critical thinking, and demonstrate a genuine passion for consumer behaviour.
- Enjoys actively looking for new and more efficient ways of improving processes, raising standards, red

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