Account Manager

Account Manager

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Job Details

Account Manager – CX

We’re the world’s leading data, insights, and consulting company; we shape the brands of tomorrow by better understanding people everywhere.

Our Insights colleagues are the masters of using data to resolve challenges. They help brands define what they should stand for, how to reinvent and renew their offer, how to better reach audiences, and how to win with consumers and customers.

By collecting substantial data from across the world, they blend human expertise with technology, making sure we can deliver innovative insights to brands everywhere.

About this role

Our Account Manager in Customer Experience immerses themselves in their clients’ worlds to really understand the experience they provide their customers in order to help them identify paths to growth.

You will work closely with clients to understand their business objectives and craft the most appropriate CX solution to meet these objectives. You will already be working towards becoming a recognised CX specialist in CX design and insight delivery, as well as building your knowledge of how to leverage CX consulting solutions. Your ultimate goal is the delivery of high quality, story-led CX insights and recommendations that will enable clients to improve their customer experience strategies.

All this in an encouraging, positive, proactive, buoyant business with excellent career development opportunities, where you can expect to be positively rewarded for the results you deliver.

What you’ll be doing

• Developing collaborative, strategic partnerships with clients and driving the CX strategy of some of the top brands
• Contribute significantly to the design and delivery of insight on your CX programmes
• Develop proven understanding of Kantar’s CX domain offer and commonly used CX measurement metrics and begin to develop an understanding of how to sell in customer experience consulting solutions to clients (such as supporting clients to develop their North Star and improve their CX maturity)
• Ensure that design rigour is built in for the client (survey sampling, methodology, questionnaire design, analysis planning, data interpretation and insight deliverables).
• Understand how to get the best out of our CX platform partners (Medallia, Qualtrics) and their solutions and works with technical platform specialists to craft outstanding CX programmes
• Understand and know when to apply key CX analytical techniques and be confident and creative in how to weave in additional data sources to enrich the insight story being delivered to the client
• Facilitate synthesis across primary, secondary and client data sources, to extract research driven insight. Works closely with other Centre of Excellence teams, Client Director and Client Leads (TI) to truly blend across the data sources
• Has strong data confidence and proficiency ensuring insights are evidenced by high quality data and resonate with clients
• Know where to find reference material and specialists for extra support

The skills & experience you’ll need:

• Builds positive client relationships that enable CX programme success and impact. Takes an active role in client interactions and, where relevant, leads these client relationships
• Develops strong discovery skills to establish clarity of the client’s brief, priorities and objectives, so that resources are organised to deliver this accurately and efficiently
• Takes a key role in the delivery of insights to clients, including inputting into how best to deliver insight via our CX platform partners (Medallia, Qualtrics)
• Supports commercial success within the domain through the application of the strategic offer in design, insights and consulting
• Supports the CX domain strategic direction through contributing to new business sales
• Supports Client Director in achieving account/programme level commercial goals and delivery against strategic growth of the offer
• Role models CX excellence throughout the business
• Builds & coaches robust specialist teams / Senior Client Execs / Trainee / Client Executives to deliver excellence in design, analysis and consulting
• Works to the domain best practice ways of working, utilising relevant tools and develops the team in the application of effective processes
• Builds collaborative and effective relationships with other domains and Platform partners
• Develops and supports the skills/knowledge of others; providing measurable feedback and driving accountability
• Develops own skillset and expertise, and continuously looks for ways to optimise
• Knowledge of the Middle East market is a plus
• Arabic speaking is a plus

About the Dubai office

Dubai offers an exceptional living with world class infrastructure, tax free income, high quality education, safe and secure family living with easy connectivity to any part of the world. There are more than 30 nationalities residing in Dubai offering a unique cosmopolitan culture.

We offer visa sponsorship and assist with relocation support for this role.

Why join Kantar?

We shape the brands of tomorrow by better understanding people everywhere. By understanding people, we can understand what drives their decisions, actions, and aspirations on a global scale. And by amplifying our in-depth expertise of human understanding alongside ground-breaking technology, we can help brands find concrete insights that will help them succeed in our fast-paced, ever shifting world.

Location

Dubai, Jumeirah Lakes TowersUnited Arab Emirates