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Client Service Manager (Qualitative)

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CompanyNielsen MMRD (Myanmar) Co., Ltd.
Industry
Service
No of Employees
201-500
Company description

About Us
Nielsen is a global information and measurement company with leading market positions in marketing and consumer information, television and other media measurement, online intelligence and mobile measurement. Nielsen has a presence in approximately 100 countries, with headquarters in New York, USA and Diemen, the Netherlands. As at 2014, Nielsen employs over 40,000 associates worldwide. The joint venture entity, Nielsen MMRD, will see the two organizations combine their collective solutions to help companies which are established in Myanmar or have plans to enter the market to understand the unique market and consumer dynamics.
Who are we looking for
We are looking for suitable and competent professionals for Consumer Insight Department, Media Department, and Retail Measurement Service Department.


Job description
Supervise a small client servicing team to ensure prompt delivery of service to the responsible clients in order to achieve the set financial objectives and other operational performance indicators.

Client Servicing
Maintain an accurate, complete, up-to-date and insightful client business profiles to be shared with senior management
Drive client satisfaction by providing insights and actionable recommendations during presentations or business reviews
Undertake sales activities independently or in conjunction with senior staff in terms of preparation and delivery of proposal and credentials
Ensure the generation of required revenue from the assigned client portfolio and proper contract costing in order to meet the agreed budget targets
Identify and recommend enhanced and new services that answer clients' business needs
Ensure the services provided to clients are timely and precise according to client business needs and specifications while meeting the company's quality standards
Build and maintain ongoing relationships with the identified key persons within client organization
Attend client planning meetings and contribute by matching ACNielsen products to client needs
Assist in ensuring adherence to the approved company policies on business conduct / ethics when servicing clients Financial Management
Manage client funds and ensure that all funds are depleted by year end
Contribute a minimum of 5 proposals to proposal pipeline
Contribute to overall team plan by generating revenue and/or cost savings ideas Functional / Technical
Maintain an accurate and up-to-date knowledge on research techniques and applications
Provide value-added analyses and respond to special requests
Manage data quality issues by overseeing data inquiry process
Ensure standard operating procedures within area of responsibility are observed
Recommend improvements in work processes within area of responsibility People Management
Set objectives and monitor performance for the team
Ensure recognition of effective work performance and utilize effective disciplinary actions when appropriate
Address professional development goals and needs of direct reports
Ensure proper dissemination of information and implementation of company rules and regulations as well as policies and procedures
Job Dimensions with Behaviors Indicators:
Client Relationship / Management
Proactively develops client relationships by making efforts to listen to and understand the client; anticipating and providing solutions to client needs; giving high priority to client satisfaction
Acknowledges both internal and external clients
Is especially helpful when client is going through a critical period (e.g. gives client a mobile phone number or other means of easy access or may spend extra time at the client's location)
Makes concrete attempts to add value to the clients
Attends client relationship building activities with an understanding of purpose
Sends useful information to clients before they request it
Seeks information about the real, underlying needs of the client, beyond those expressed initially and matches these to available (or customized) products and services
Makes a great effort to help or serve others
Proactively asks client on progress of known or intended marketing activities, e.g. new product launches, ad or promotional campaign effectiveness
Influencing & Persuading
Uses appropriate interpersonal styles and methods to inspire and guide individuals toward goal achievement
Intends to have a specific effect or impact
Adapts a presentation or discussion to appeal to the audience's level and interests
Utilizes the "consultative selling" process in areas of responsibility
Anticipates the effect of an action or other detail on other individuals as well as overall impact to the organization
Understands and may use informal structures (identifies key players, decision-makers, etc) to positively influence results
Recognizes and uses the corporate culture and the language etc. that will be best heard
Initiative
Proactively attempting to influence events to achieve goals; self-starting rather than accepting passively; taking action to achieve goals beyond what is required
Generates ideas for improvements
Challenges status quo
Creates opportunities or minimizes potential problems by a unique extra effort (new program, special initiatives or projects, etc) occurring within a reasonable time frame
Seeks opportunities for self-improvement
Completes work outside scope of role
Starts and carries through new projects
Takes appropriate risks

Personal Effectiveness
Individual’s maturity in relation to others and to work which controls the effectiveness of the individual’s performance when dealing with immediate environment pressures and difficulties
Resists the temptation to engage in inappropriate involvement or impulsive behavior
Uses stress management techniques to control response and maintain productivity level
Controls strong emotions or other stress and takes action to respond constructively to the source of problems
Admits own mistakes to others and acts to correct problems
Changes own behavior or approach to suit the situation
Aligns own activities and priorities to meet organizational needs
People Management / Leadership
Using appropriate interpersonal styles and methods to inspire and guide individuals toward goal achievement by providing clear, behaviorally specific performance feedback, effective coaching / mentoring and developmental opportunities
Reassures others after a setback. Gives negative feedback in a constructively critical and behavioral manner rather than personal terms
Gives individualized suggestions for improvement
Breaks difficult tasks into smaller components
Arranges appropriate and helpful assignments, formal training, or other experiences for the purpose of fostering the other person's learning and development
Initiates setting performance standards, demands high level of performance delivery, drives quality results, utilizes and maximizes on the resources available
Genuinely values others' input and expertise, is willing to learn from others (especially subordinates)
Invites and involves members of a group to contribute to a process
Practical Intelligence
Individual’s working to come to an understanding of a situation, task, problem, opportunity or a body of knowledge and the motivation to expand, use and distribute work-related knowledge to others
Provides professional or management services (e.g. designs and implements formal programs)
Analyzes relationships among several parts of a problem or situation
Breaks down a complex task into manageable parts in a systemic way; generally anticipates obstacles and thinks ahead about next steps
Applies knowledge of past discrepancies, trends and relationships to look at different situations
Offers personal expertise to improve performance, or resolve others' technical problems
Makes major efforts to acquire new skills and knowledge
Analyses and interprets financial information to ensure achievement of business targets and early identification of issues / crisis
Explores beyond one's immediate field

Desired Skills and Expertise
BA / BS Required (MBA desirable)
4 to 7 years’ experience in FMCG / Service / Retail industry
Have 4 years’ experience in qualitative research
Working knowledge of research techniques and methodologies
Project management experience
Effective writing skills

Language skills

We offer Male / Female
Salary is negotiable.

Work location 3rd Floor, Building-18, MICT Park, Hlaing Township,
Yangon
State/District: Yangon Region

More information Industry: Management
Job Function: Client Service Manager (Qualitative)
Employment Type: Other
Full time: YES
Job posted: 10/11/2016

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Keywords
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