Manager, Client Services Team at

1 month ago

Nairobi, Nairobi Area, Kenya 60 Decibels Full time

60 Decibels is a tech-powered impact measurement company that makes it easy to listen to the people who matter most.

We've been in business as an independent entity since early 2019, when we spun out of the global Impact Investor Acumen.

We believe that the best way to understand social impact is by talking to the people experiencing that impact.
Summary


The Manager, Client Services will have the opportunity to interact with some of the most exciting organizations – foundations, investors, corporations, nonprofits and enterprises.

They will contribute to strengthening our client relationships through high quality project delivery, improving our project teams' experience and efficiency, and growing our business by supporting through new sales.


More specifically, the Manager will:

Manage multiple strategic client relationships and deliverables, ensuring high quality output, client engagement, and timely delivery – contributing directly to the achievement of our organizational goals.

Advise and mentor a team of 7-10 service team member researchers on the design of project deliverables, providing guidance at key project milestones to ensure alignment with client objectives and the delivery of high-quality outcomes.

Bring sector-specific insights, trends, and best practices to bear on our work.

Design new survey products with the aim of collecting actionable feedback from study participants that will help social enterprises grow their business and impact.

Conduct analysis and create reports that tell a compelling story and provide actionable insights for clients; with a clear expertise on relevant context in the relevant sector(s).

Support the Directors with new business opportunities in the market.; conversations, scoping, proposal-writing, relationship-building.

Model our company values and serve as a coach and mentor to team members in areas of relative strength, particularly as related to the competencies required for end-to-end project execution, business processes and compliance.

Model and encourage proactive and effective communication across the team, including the ability to give, receive and act on feedback.

Support team members with workflow, prioritization, and professional growth.

Identify areas for improvement across 60 Decibels and put in place solutions to enhance our productivity and expand the footprint of our business.

Willing to get their hands dirty, diving deep into the tactical and technical details of the projects, while also keeping an eye on the strategic aspects.

About You

First and foremost, you bring compassion and dedication to this work because it matters to you.

You have a bias towards action:

you get your hands dirty and actively tackle problems in a way that leads to the best outcomes and brings teams together.

You successfully balance flexibility and rigor, using informed judgment to make decisions. You model critical thinking and introspection, taking strategic risks and growing from mistakes.

You are decisive and bold, have a growth mindset, are eager to change the status quo, and know the value of being a part of an effective team.

You take pride in enabling the best work of others.
We also expect that most candidates will have had the following experiences / attributes.

If your experience set differs, but you think you're the right person for the job, say that in your application.


Mandatory Requirements:
Minimum of 10 years of professional experience in a client facing research role is a mandatory requirement; Monitoring and Evaluation, Impact Measurement or Marketing Research

Minimum education level:
Bachelor's degree is required
Minimum of 5+ years' experience in managing people
Strong technical research skills in questionnaire design and development, sampling techniques, report writing and presentation skills
Analytical skills and experience making data-driven decisions and synthesizing information
Superior Excel and PowerPoint skills

Excellent project management competence:
timely delivery, high quality output, great communication
Excellent relationship building skills; client management
Comfort in a fast-paced, entrepreneurial environment; ability to prioritize and multi-task
Superior detail orientation with the ability to step back and think big picture

Preferred but not mandatory requirements:
Experience working in or conducting research in Agriculture, Energy, Financial Inclusion, Gender, Quality Jobs, MSME, Health, Education or other sectors
Demonstrated interest in or commitment to tackling global development challenges
Familiarity with Qualtrics, Stata / R / ArcGIS

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