Director – Consumer Insights

Job Description

Key Accountabilities

In this Role, you will work for Customer Success of the Consumer Behavior and insights Practice in India. Key responsibilities encompass delivering with excellence while maintaining delivery standards, driving high operational efficiency and a strong sales mindset (support upselling & cross-selling); enabling timely revenue recognition and profitable execution.

• Core Responsibilities
  • Lead and Manage a strong customer success delivery team.
  • Support the India Sales organization and clients with best in class methodologies, deliverables and technical needs.
  • Driving expertise in the practice and being the methods champion. Bringing that expertise to the fore in our proposal writing and RFP
  • Support the India Customer Success lead in managing the P&L of the practice area including W&S and T&E budgets
  • Coordinate and drive cross-training programs in order to maximize solution and delivery excellence, expertise, and staffing flexibility
  • Set and measure a high level of delivery standards driving client satisfaction
  • Contribute to meet India revenue targets by supporting repeat sales and timely deliverables
  • Coordinate and support with India Vertical business leaders and Client Sales partners on client and project revenue growth, retention, and profitability
  • Represent Customer Success at key client meetings, Top-To-Top meetings, and key engagements as relevant
  • Drive high level employee engagement and retention
  • Foster a culture of continuous improvement and accountability to drive organizational efficiency
  • Lead and enable industry and thought leadership efforts from the Brand and Media Practice

• Core KPIs
  • Team Engagement and Retention
    • Increase engagement among customer success associates in the region as measured through Engage results as well as retention of associates
  • Regional Revenue for the Practice Area
    • Drive repeat sales, renewals
    • Ensure all delivery schedules are optimized to meet quarterly revenue targets
  • NPS
    • Ensure sufficient response rate from clients
    • Increase/maintain baseline performance
    • Support and/or lead key client follow ups and action plans
  • EBITDA

Support India lead to:

• • • Monitor project and solution profitability, and leverage time tracking learning to help improve delivery contribution
    • Manage W&S Delivery budget through a lens of optimization for India via org design, hubbing, etc.
    • Manage T&E budget through the lens of prioritizing client engagement as well as team performance and engagement

Skillsets 

• Strong sense of urgency and accountability to drive client outcomes 
• Proven experience in leading a team, managing people, and developing talent 
• Able to work collaboratively with internal & external teams 
• Capable to maintain positive client relationships in complex situations & resolve client issues 
• Strong logic, deductive reasoning, problem-solving, and critical thinking skills 
• Skilled & polished communicator, including client presentations
• Able to synthesize data & simplify findings to solve client business issues 
• Strong project management skills and ability to manage multiple priorities 
• Experience using large data sets to finding insights and make recommendations 
• High say-do ratio 

Qualifications

• Proven track record in Market Research leadership roles
• 12+ years of work experience
• Expertise in (application of) Customer Insight Solutions preferred
• Proven leader of high performing teams
• Bachelor's Degree required, Master’s preferred, or equivalent experience
• Strong analytical skills
• Proven sales acumen