Thoroughly understanding the end-to-end user journey/experience for all Kantar Marketplace user segments – storefront visitors, prospects, registered users, self-serve buyers and clients being 'serviced' by our client service teams.
Identifying key points in the journey/experience requiring user support – for both existing solutions and solutions under development / consideration.
Identifying gaps and opportunities for improvement in the current support processes.
Working with the rest of the leadership team, particularly the COO, to design a 'best practice' support model, infrastructure and team.
Ensuring this support model is future-proofed and can flex as the offer evolves and the client/user base grows.
Working with the leadership team, support teams and other client service teams (e.g., divisional or local market) to drive implementation of the support model.
Working with the COO and HR to fill the appropriate support team roles via both internal appointments and external hires.
Working with the leadership team, particularly the Head of Product, the Head of Technology and the Head of Research Operations, to design and deliver a technology-driven, Marketplace-wide support ticketing system.
Owning the overall user support processes and serving as the 'go to' person for process questions / issues.
Resolving urgent or otherwise user support issues when escalated or necessary.
Working with the Head of Product, Head of UX, Head of Business Development and Head of Marketing to ensure lead generation activities have the appropriate support processes and follow through mechanisms.
A best-in-class, efficient and consistent user support experience, as rated by users.
Achievement of support handling and resolution targets.
A flexible and future-proofed support model that can scale as Kantar Marketplace grows.
We are committed to building a high-performance support organization and will work with the successful candidate to design and implement an appropriate team structure over the coming months.
Initial support functions to oversee will include Client, Storefront, Project, Fieldwork and Technical functions.
Deep strategic and operational experience in customer support, with specific experience of digital channels and platforms.
Track record of building a support ecosystem and management structure, identifying and using the right technologies, including the creation and implementation of an effective ticketing system.
Strong team leader, proven at building and developing strong customer support teams.
Working knowledge of technology-driven user support systems.
Strong collaborator – able to operate effectively in a multi-functional leadership team.
Strong leadership and influencing skills – can influence and drive action across a matrix and a range of stakeholders.
Experience in the market research industry a plus.
Willingness to undertake some travel – one to two trips per year.