Client Services Executive

Media help partners understand the changing advertising landscape. Specialising in audience measurement, consumer targeting and in-depth intelligence into paid, owned and earned media, their global coverage and local expertise enable better understanding of media audiences and their relationships with brands.

Kantar Media is a wholly owned but operationally independent part of the Kantar Group.

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Job Details

This is a full-time permanent position, based in our London office. We operate in a hybrid capacity and require 2 days in the office. All applicants must have the legal right to live and work in the UK.

THE ROLE

The Client Services Executive (CSE) is responsible for ensuring that all clients are serviced in line with standards set out by their line manager and the Client Service Director. The role is both adaptable and proactive and the role-holder will take pride in meeting and exceeding client expectations. The CSE will take clear ownership of client issues from start to finish.

The CSE is also responsible for assisting the Head of Training and other team members with client training sessions which take place onsite at GIR, offsite at client premises and remotely via Teams.

Responsibilities:

Handling incoming client queries

• Responding to incoming queries via phone and email regarding TGI data
• Troubleshooting user issues relating to Kantar platforms such as Choices Online

Addressing service failure and client issues

• Communicating with the Client to understand and address reported issues, either through direct action or liaising with the relevant group or department
• Ensuring that all reported issues are accurately logged, investigated, resolved and followed up with the client
• Taking full ownership of all issues from the point of reporting through to resolution
• Raising significant issues to their line manager or Client Service Director

Data release

• Leading data release projects, checking data releases before delivery to clients to ensure there are no issues and ensuing the correct data is released in the expected format
• Ensuing subscriber lists are accurate, and sending lists to third party partners

Client training

• Arranging and delivering client training sessions, for both TGI and software applications, at introductory and advanced levels
• Working with Head of Training to book attendees on training sessions
• Updating training materials in line with recent case studies and in collaboration with Head of Training

Account management support

• Data analysis on behalf of non-subscribers (‘pitch packs’)
• Maintaining an understanding of clients’ contracted services, and ensuring that records in Salesforce and elsewhere are accurate and kept up to date
• Creating presentations for the account management team to take to clients/prospects
• Raising Purchase Orders (POs)

THE CANDIDATE

Essential Qualities:
§ A great teammate, communicating effectively with colleagues to achieve best working practices
§ Analytical and problem-solving skills
§ Excellent presentation skills
§ Ability to plan, prioritise and deliver to tight deadlines
§ Very strong organisational, administrative and IT skills
§ Detail orientated
§ A high level of social skills, excellent oral and written communication abilities
§ Very quick learner and curious mind

Desirable Qualities:
• Awareness of media and advertising sectors; publishers, broadcasters, media agencies, communications, public relations
• Experience of client services and account management processes
• Knowledge of Salesforce
• Knowledge of PowerPoint

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Country

Why join Kantar?

We pride ourselves on understanding people, and what makes us think and act the way we do.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar.