Account Manager

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PURPOSE: ACTIVELY MANAGE THE CLIENT(S) RELATIONSHIP AND DELIVER TO THE REQUIREMENTS OF THE CONTRACT

Client Relationship

ü  Understand what the client’s overall goals and objectives are and the role that different departments/individuals are playing in achieving these

ü  Use on-site time to engage with your clients, develop relationships, seek revenue and as a profile raising opportunity

ü  Manage the practical, day-to-day management of the delivery of the contracted service with respect to the quality, speed and volume of data along with the servicing they are entitled to

ü  Be aware of workload and potential capacity constraints, keep lines of communication open with both client & management and communicate upwards

ü  Implement client best practice, ways of working and role model behaviours to junior team members

ü  Maintain existing, and develop new, relationships with clients, seeking to extend your network of valuable contacts beyond the Insight team

ü  Seek constructive resolutions in difficult circumstances

ü  Work positively towards developing a trusting business adviser relationship

ü  Deliver a highly responsive service to clients, continuing to build good relationships and trust with your contacts

ü  Understand where Worldpanel complements and competes with other information your client buys

ü  Further develop the client relationship by seeking out opportunities to introduce other Worldpanel capabilities and services to your contacts

Account Handling

ü  Where appropriate take responsibility for account administration, providing relevant information to accounts and delivery service departments

ü  Be responsible for identifying revenue opportunities and deploying wider KWP services in contributing to overall revenue target

ü  Contribute to account planning, offering ideas for development

ü  Be aware of contractual obligations and manage any potential conflicts in good time

ü  Anticipate client demands and proactively find solutions, rather than just answering requests

ü  Communicate effectively with senior management ensuring that they are kept up-to-date with client issues and developments

ü  Contribute to monthly revenue forecasts whilst maintaining and building a pipeline of proposals

ü  Manage appropriate inductions and training programmes with clients

ü  Interpret and manage account plans, helping to move the focus from analysis to insight

Service Development

ü  Keep the client up-to-date with our service developments

ü  Create and share best practices and efficient ways of working with other team members

Basic Data & Tracking

ü  Take responsibility for advising on solutions to problems in reports and the reporting process

ü  Implement changes to regular reports in line with delivery strategy

ü  Confidently use the advanced capabilities within PulsePlus & think of solutions using respondent level data

ü  Build a network of contacts within Worldpanel Operations who can help you resolve difficulties with the data or systems if they arise

Analysis & Insight

ü  Develop a good knowledge of your client’s macro environment as well as Worldpanel’s competitive environment

ü  Full knowledge of basic and advanced PulsePlus analyses

ü  Develop a good knowledge of category and brand awareness, and utilise in identifying and explaining key influences on market performance

ü  Take briefs from clients, and manage the production of appropriate materials/presentations/written documentation in response to the brief

ü  Demonstrate insight to clients by highlighting implications to their business and offering actionable recommendations

ü  Deliver presentations with recommendations that actively seek to meet the objectives of the client’s brief

ü  Involve senior and specialist support where appropriate in presentations/projects

ü  Identify and positively seek out opportunities for additional revenue/analyses (according to account structure)

ü  Be able to advise on the relevance of expert services

ü  Liaise with other Worldpanel teams in order to deliver insightful work to the client

Team, People & Self Development

ü  Take part in own performance management using the online appraisal system

ü  Take responsibility for workload management and provide assistance to your line manager in setting work priorities for junior team members where appropriate

ü  Help develop objectives for junior team members, and give them constructive feedback – both reinforcing and developmental

ü  Assist in coaching junior team members – sharing knowledge, encouraging a culture of learning and positive development

ü  Discuss your personal development with your line manager and be responsible for ensuring that you complete and implement your PDP – which should include stretch and development objectives

ü  Attend relevant training, seeking out opportunities to develop further and grow your knowledge about our industry, clients and capabilities

PERSON SPECIFICATION 

A person in this role is likely to have the ability to:

ü  Demonstrate evidence of developing leadership skills and the ability to motivate others particularly where the individual has some responsibility for workload management of other team members

ü  Communicate effectively as well as demonstrate active listening whilst developing appropriate influencing skills

ü  Be flexible, tactful, friendly and sensitive to others, displaying good social and communication skills

ü  Take ownership of your self development in completing and implementing your own PDP, highlighting areas where further development is required. Share PDP with line manager to engage their support where relevant

ü  Be systematic and organised

ü  Sell-in new methods, processes and seek revenue generating opportunities

A person aspiring towards promotion to Account director should be demonstrating:

ü  Proven ability to create and expand network of contacts within your client’s business

ü  Track record of significant contribution towards achieving revenue budgets as well as an understanding of how we deliver our margins

ü  A track record of producing and delivering detailed account plans

ü  Proven ability to deliver actionable recommendations where the client has done something different as a result

ü  A good understanding of our expert services and ability to find opportunities to offer these services

ü  A track record contributing to the wider success of Worldpanel through involvement in initiatives such as training, induction and service development

ü  A strong track record of attending and actively participating in training

ü  Ownership of your self development in completing and managing your own PDP, highlighting areas where further development is required

ü  Demonstrable track record of taking responsibility for your own development as well as a positive contribution to the development of others

ü  Sought out by other more junior members of the team for advice and help with problem solving

PERSON SPECIFICATION

A person in this role is likely to have the ability to:

ü  Demonstrate evidence of developing leadership skills and the ability to motivate others particularly where the individual has some responsibility for workload management of other team members

ü  Communicate effectively as well as demonstrate active listening whilst developing appropriate influencing skills

ü  Be flexible, tactful, friendly and sensitive to others, displaying good social and communication skills

ü  Take ownership of your self development in completing and implementing your own PDP, highlighting areas where further development is required. Share PDP with line manager to engage their support where relevant

ü  Be systematic and organised

ü  Sell-in new methods, processes and seek revenue generating opportunities

A person aspiring towards promotion to Account director should be demonstrating:

ü  Proven ability to create and expand network of contacts within your client’s business

ü  Track record of significant contribution towards achieving revenue budgets as well as an understanding of how we deliver our margins

ü  A track record of producing and delivering detailed account plans

ü  Proven ability to deliver actionable recommendations where the client has done something different as a result

ü  A good understanding of our expert services and ability to find opportunities to offer these services

ü  A track record contributing to the wider success of Worldpanel through involvement in initiatives such as training, induction and service development

ü  A strong track record of attending and actively participating in training

ü  Ownership of your self development in completing and managing your own PDP, highlighting areas where further development is required

ü  Demonstrable track record of taking responsibility for your own development as well as a positive contribution to the development of others

ü  Sought out by other more junior members of the team for advice and help with problem solving