Operations Client Service Senior Specialist

 

Let’s be unstoppable together!

Circana (formerly IRI and NPD) is the leading advisor on the complexity of consumer behavior. Through unparalleled technology, advanced analytics, cross-industry data, and deep expertise, we provide clarity that helps almost 7,000 of the world’s leading brands and retailers take action and unlock business growth. We understand more about the complete consumer, the complete store, and the complete wallet so our clients can go beyond the data to apply insights, ignite innovation, meet consumer demand, and outpace the competition.

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities (with us you can always bring your full self to work). Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Learn more at www.circana.com.

What will you be doing?

Based in France, this person will be responsible for addressing all inquiries on data elements raised by internal or external clients. This may include fielding, investigating, and resolving data issues, and/or collaboration with other groups to drive to resolution. Operations Client Service grows and maintains direct relationships with external clients to facilitate effective two-way communication, and serves as needed as an internal interface to Operations.

Job Responsibilities

External Role:

· Build strong, trusted, on-going relationships with clients as their main point of contact for data inquiries, operational activity, methodology, and category enhancements

· Address, troubleshoot, resolve, and communicate data quality issues/resolutions alone or in collaboration with other groups

· Clearly articulate Circana processes and decision making as it relates to data inquiries

· Prepare written and verbal communications which clearly convey issues, findings, resolutions and impacts to external audiences

· Proactively provide clients with an overview of data changes due to upgrades or launches prior to data release.

· Maintain an understanding of Industry key categories in order to support client interaction

· Gather suggestions and represent need for enhancements from clients for internal discussion

· Attend client meetings as necessary

Internal role:

· Develop trusted relationships with Practice leads, Commercial teams, Operations, and Product

· Effectively liaise with other Operations Client Service team members, Operations, Commercial, Product, Research Science, and other support groups to ensure ultimate resolution and communication of inquiries

· Monitor and identify patterns in client inquiries that could influence changes in our processes

· Maintain detailed and effective communication with Commercial team related to client interaction, both reactive and proactive

· Master an understanding of Circana processes to support investigation and articulation of inquiries

· Assist senior management team with setting strategies and direction to the department

· Lead a team having an impact on the results produced by the team

Requirements

· 4-5 years of experience in the retailer and consumer data field

· Strong capabilities to work daily in French and English (spoken and written)

· Having the potential or the ability to manage 1 person - or previous experience managing 1 person

· Experience in communication with clients at all levels

· Strong technical skills in market research data

· Bachelor’s degree required

· Advanced verbal and written communication skills

· Ability to partner with internal teams, monitor workflow, and assure follow-through

· Strong organizational skills, with the ability to manage multiple projects simultaneously and to coordinate multi-disciplinary teams

· Proficiency in Excel (pivot tables, v-look up and basic calculations). Advanced Excel skills strongly preferred

· Able to travel domestic and internationally

Circana Behaviors

As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role:

· Stay Curious: Being hungry to learn and grow, always asking the big questions

· Seek Clarity: Embracing comple