Retail Client Service Senior Director

Retail Client Service Senior Director

Let’s be unstoppable together!

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. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana.

Learn more at www.circana.com.

What will you be doing?

Being a Client Service Senior Director is more than servicing clients.  We are client obsessed, liquid thinkers who move at a fast pace.  Change is constant.  We are bold with a point of view, we value being part of a successful business, and never complacent.  We make a difference.  Everyday.

We build relationships based on integrity, trust, knowledge, and respect for every individual.  We are problem solvers, innovators and dreamers.  We challenge the status quo.  Curiosity, accountability and positivity are key behaviors that are core in our team.  We understand our client’s business and build long-lasting partnerships.  We aim to exceed our client’s expectations.  Our success is dependent upon an inclusive culture of team members committed to excellence. 

The Client Service Senior Director is a multi-faceted role responsible for service excellence, delivery execution, and maintaining a deep understanding of customer needs and technical requirements.  The Senior Director demonstrates a strong desire to help clients succeed, ensures delivery of all client commitments, removes internal barriers to delivery, monitors and measures client satisfaction and operational KPIs, provides communications, and consults on new technical installations. Strong listening, commitment to executional excellence, technical expertise and problem-solving skills are required. 

The Client Service Senior Director seeks out voice of the customer.  The role is client facing on two of our large national grocery retailers - building rapport with key client contacts, engaging in client business priorities, flawless delivery of ad-hoc and ongoing reporting.  Daily responsibilities include leading a group of global Client Service and Operations team members, setting goals/KPIs, ensuring execution, identifying process improvement opportunities, providing feedback to upstream teams who form key inputs into the process, connecting with manufacturer subscribers of the platform, and reviewing ongoing metrics reporting.  This encompasses working closely with a cross-functional global team to perform validation of the data, deliver analytic solutions leveraging best-in-class technology, and managing strategic partnerships.

The ideal candidate is regarded as a subject matter expert for operational processes and client deliverables.  The role requires engaging in client business priorities, implementation of new solutions and directing the team accordingly.  The candidate will gather requirement specifications and convert them into appropriate documentation required to develop, implement and deliver analytical solutions to the client.  The ability to analyze and coach teams to interpret and validate large datasets (POS data, supply chain data) from multiple retailer IT systems and manage through cleansing, QC, and daily reporting is required.

The Senior Director is accountable for managing and developing direct reports and assuring high quality, timely deliveries to clients.  Workflow must be managed strategically to ensure all projects are staffed, adjusting resources as needed around key priorities.  As a leader, ideal team behaviors are modeled, including being a champion for change, directing difficult conversations for positive outcomes, encouraging everyone to share ideas and effectively resolving conflicts. 

Job Responsibilities

• Provide senior level leadership and management of client relationships with ability to translate client needs and business opportunities into solutions
• Develop long-term business relationships based on strategic and tactical expertise
• Coordinate with other functions within the organization to ensure seamless delivery and that client goals are achieved
• Lead team to ensure flawless and timely delivery of all model solutions and seeking improvements in data quality
• Update metrics for executive level internal reporting and drive continuous improvement projects
• Looks for opportunities to increase client satisfaction with database reporting related to continuous updates of new item additions, executive level reporting analysis and provide greater efficiency through continuous improvement of technology workstreams
• Capture project requirements and specifications and ensures they are successfully executed
• Provide leadership on finding efficiencies across the team - ways to enhance delivery excellence, improve client satisfaction, cost savings, productivity, elimination of waste
• Liaison with global team members and third-party vendors to produce client deliverables

Requirements

• BA/BS Degree
• Strong leadership skills; must be able to effectively lead internal teams, be approachable, and inspire trust
• Outstanding verbal and written communication skills and professional etiquette
• Ability to work in a fast-paced environment, be flexible and welcoming to change
• Prompt decision maker and creative thinker, with excellent problem-solving skills
• Demonstrate strong work ethic with calmness and composure in times of uncertainty
• Keen operational skills; ability to recognize the opportunity for process improvement/standardization
• Demonstrated expertise managing and enforcing processes, improvement initiatives, and compliance
• Proven technical abilities, experience using Excel, and data management tools; Unify experience preferred
• Manages to budget, understands account financial dynamics, suggests ways to be more efficient
• Travel as business need dictates (<10%); amount depending upon location of candidate
• Flexibility of work schedule to cover night and weekend work when needed

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 complexity to create clarity and inspire action.
• Own the Outcome: Being accountable for decisions and taking ownership of our choices.
• Center on the Client: Relentlessly adding value for our customers.
• Be a Challenger: Never complacent, always striving for continuous improvement.
• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.
• Commit to each other: Contributing to making Circana a great place to work for everyone.

Location

This position can be located in the following area(s): Remote

The salary range for this role is 110,000.00 $155,000.00. 

This job is also eligible for bonus pay.

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

An offer of employment may be conditional upon successful completion of a background check in accordance with local legislation and our candidate privacy notice. Your current employer will not be contacted without your permission.

You can apply for this role through our career website or our intranet site for internal candidates.

The application deadline for this position is Friday, February 14, 2025. 

We offer a comprehensive package of benefits including paid time off, medical/dental/vision insurance and 401(k) to eligible employees.

Prospective candidates may be asked to consent to background checks (in accordance with local legislation and our candidate privacy notice ) Your current employer will not be contacted without your permission.

#LI-GC1