Senior Client Service Executive

1 month ago

Nairobi, Nairobi Area, Kenya Ipsos Synovate Full time

At Ipsos we believe our clients need more than a data supplier, they need a partner who can produce accurate and relevant information and turn it into actionable truth.

Responsiblities

Customer relationship management:

Regular meetings with clients are held to manage the relationships and run regular activities such as delivering presentations, taking their briefs, providing advice and taking time to fully understand their needs.

Application of project management skills to ensure that the work is delivered to the clients as per the contracts and fulfilling the submitted briefs.

That every client contract is executed to the letter and reviewed regularly.
Handling of any client complaints and queries as they arise.

Manage the day to day interaction with clients, keeping track of requests and our responses, leveling their expectations and escalating issues that require consultation and decision making by senior managers in the Group.

Ensure high client satisfaction levels through continuous formal and informal evaluation, through the annual Customer Satisfaction Survey and from immediate ad hoc feedback.

Ensure that detailed records of meeting and presentations are maintained for every client session.

Leverage all the Ipsos solutions to ensure optimum utilization of our resources, by developing a culture of cross selling across the Service Lines and geographies.

Management of key accounts of the division and group in general.

New Business Development:

Revenue targets are met by ensuring that existing and new clients' business will meet the set annual sales objectives.

Negotiation of contracts with new and existing clients are mutually beneficial, value for clients' fees, and profitable for the business.

Ensure the client contracts are renewed annually, with up-selling year on year to reflect increasing value-add that we infuse into our solutions.

Pursuit of new business through successful sales pitches, the department meets its new business targets.
Enlist the support of senior members of staff in the group to assist in closing sales, where necessary.
Ensure that we do not lose any customer accounts.
Initiate relevant mass media publicity to enhance the awareness of the solutions among the target customers.

Ensure that our pricing is competitive and relevant to the market and can generate profit as per the short- and long-term targets of the Service Line.


Management of media research and monitoring analysis solutions:

Ensure you have a clear understanding of how our solutions are applied in our clients' business and inspire them to continuously seek enhancements.

Drive the revenue growth of your assigned media monitoring analysis tools; and ensure that there is sufficient uptake by clients.

Assisting the managers of the operations, quality control, and editorial departments to keep track of their performance in meeting clients' needs and make the necessary adjustments when required.

To be actively involved in creative processes in both qualitative and quantitative media research projects.

Participate in new project development for media research to ensure products relevance, competitiveness, and profitability that can add value to clients.

Provision of analysis for clients based on their contract for the services offered by the Service Line.

Strategic development and implementation:

Work with the Service Line Lead in the development of strategic plans, derived from the overall group business plan, vision and mission.

Contribute to the implementation of the client services strategic imperatives and provide regular monitoring and evaluation of this based on the goals set out.


Team building and staff development:

Understanding the group values and the ability to project the same to the team, through your actions and words.

Clearly follow the set procedures and company policies and ensure that the work and action is within the parameters.


Financial Management:

To manage the collection of debts following delivery of services to clients and ensure that collections are made within the stipulated credit period.

Implement the invoicing and debt collection procedures to ensure that only credit worthy clients are granted credit facilities and that they are fully aware of their obligations therein.


Required Skills and Qualifications:
To be successful in this role you need to have:

Bachelor's degree in Media Studies, Communications, Marketing or any other related field
At least 3 years' continuous experience with excellent knowledge and understanding of the media landscape
Knowledge of the advertising and media industry.
Customer and value centric approach to management
In-depth knowledge of Media Research and monitoring solutions
Management of advertising and editorial analysis solutions
In-depth knowledge of the analysis of data process up to presentation level
Strong interest in news and current affairs
New business development skills
Presentations preparation and delivery skills
Project management skills
Financial management skills
Excellent Communication and presentation skills
Self-driven, flexible and ambitious
Experience delivering to strict deadlines with minimal supervision.
Ability to adapt to constantly changing work environments.

Key Performance Indicators (KPI):
Achievement of revenue targets
Timelines of data to clients
Delivering weekly reports on time
Quality Control – authenticate all data to clients
Delivering insightful presentations to clients
Collecting the debts within the specified period
Handling of client queries and complaints
Establishing and maintaining the key client relationships initiatives that drive revenue and profitability

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