Overview of the role:
An exciting opportunity has opened up within the UK Client Service Team, part of our wider Operations department. The Client Service Executive (CSE) is accountable for achieving high levels of client satisfaction through strong process management skills, flawless planning and execution, and proactive communication.
This is a cross-functional role, working closely with several internal teams as well as being the day-to-day contact for the designated client base. The CSE will play an integral part in delivering accurate client data on time and to the high standard CIRCANA define. In order to achieve this, they will strive for continuous improvement and best-in-class service throughout the data production and delivery cycle.
The Client Service Executive role is a fantastic entry level position which will give you a broad experience across many aspects of the client delivery process. With commitment to at least one year in role, this position can be viewed as an excellent starting point for a successful and varied career within CIRCANA. It will be a great opportunity for anyone who is looking to build a solid understanding of the foundation of the CIRCANA service and is keen to underpin an outstanding experience for our clients.
Main Role Responsibilities
1. Updating and delivering databases and reports to agreed deadlines, including co-ordination and collaboration with wider CIRCANA teams
2. Investigating and advising on product placement within category databases
3. Tracking and monitoring of Key Performance Indicators to maintain excellent delivery
4. Owning Quality Control processes to ensure high quality and accuracy of client deliverables
5. Engaging frequently with the client to be their initial point of contact for delivery, software and database structure queries
6. Delivering and managing excellent client service to maintain high levels of client satisfaction
7. Building wider product and industry knowledge to become a subject matter expert across FMCG
8. Networking and engaging with other CIRCANA teams to build strong client-focused relationships
9. Informing and contributing to internal client solution review meetings
10. Ensuring compliance with standard operation procedures to maintain efficiency and effectiveness
11. Communicating client status reports to update and measure performance internally
12. Working with the Commercial client teams to address change requests to delivery scopes within defined processes
Skills & Experience Required
13. Operates with integrity – demonstrates a strong desire for getting things right, routinely measures for results and completion of commitments
14. Strong team player – fostering strong working relationships across all teams and departments including working collaboratively toward project/service goals, seeking input from others to ensure delivery excellence
15. Problem solving – aptitude for analysing complex information to identify, assess criticality and to track logically through issues, proposing solutions and prioritising resolution
16. Process minded – ensures relevant process and QC procedures are adhered to within agreed deadlines and that supporting documentation is followed and kept up to date
17. Excellent organisational skills - with the ability to manage complex and conflicting client requirements alongside multiple tasks and Ad hoc projects providing manager/client succinct and timely updates with early warning of issues
18. Excellent Software knowledge - Excellent IT Skills, particularly Advanced Excel and SQL
19. Self-motivated – takes direction well, seeks opportunities to learn and utilise what has been learnt with well-developed decision-making skills
20. Confident and professional – Strong presence with the confidence to present, influence and motivate well when communicating with others internal/external CIRCANA teams and clients.
21. Great communication & interpersonal skills - a high standard of both written and spoken English
Our Behaviours
Role
Therefore, we always look for people who can continuously champion our behaviours through-out the business within their day-to-day role
As well as the technical skills, experience and attributes that are required for the role, our behaviours sit at the core of our organisation.
Stay Curious
We are hungry to learn and grow, individually and with our teams. As persistent problem solvers, we ask "what has to be true?" to make things happen. We experiment and consider new ways to innovate, raise the bar across our teams, an believe there is always room for improvement.
Seek Clarity
We embrace complexity and derive meaning from complex information to create clear direction. However, we also must not make the complex complicated. We leverage data, science, and technology to break complexity into manageable chunks in order to surface opportunities, prioritize the highest impact areas and inspire action.
Own the Outcome
We are accountable for decisions and take ownership for our choices. We approach situations with an open mind and embrace change, being as consistent as possible and different where necessary.
Centre on the Client
We relentlessly focus on adding value for our customer, assessing needs, identifying new opportunities, and collaborating to find the best solution. We deliver an outstanding customer experience and execute with excellence.
Be a Challenger
We disrupt and compete as if the challenger. We are never complacent. We assume positive intent as we challenge one another to continuously improve. To do this we consider alternate ideas, value different perspectives, and engage in healthy, candid debate to drive informed decisions.
Champion Inclusivity
We foster trust in relationships and through our actions, engage individuals and teams with empathy, resect and integrity. We actively listen to different perspectives and encourage diversity in ideas, opinions, and points of view to build a better answer.
Commit to Each Other
We are fuelled by a passion for continuous learning, finding purpose in what we do to focus on our growth. We seek and share feedback freely, ensuring everyone knows how and why they are exceptional and where they can be even better. We celebrate and offer recognition for our collective and individual victories, both big and small. We work hard and smart, creating flexibility to accommodate both work and our lives. We care about our Circana family and promote each person's wellbeing so that all can flourish.
What Working For Circana Can Do For You
Here at Circana, we focus on outcomes rather than an outdated, one-size-fits-all notion of work, to give each of us the flexibility we need to have fun and balance our overall wellbeing. Through constructive and helpful feedback, we are empowered to take risks, challenge ourselves, reach unprecedented heights and achieve great personal growth.
What This Means For You When You Join Circana
Agile working – We offer flexibility to your working week through a mix of office and home working. We give you the options to work where you can best deliver your outcomes on that day, and allow you to manage your time effectively between work and personal activities. Effective agile working requires commitment to the team culture and availability for key in-person meetings when scheduled.
State of the art office – We opened our new office in January, with amazing spaces to do dedicated work with peace and quiet, collaborate with your colleagues in open or closed areas, and beautiful meeting rooms you will be proud to host clients in.
Me Days – We currently have four days over and above our contracted annual leave days to take time for ourselves, taking our total annual leave to days + Bank Holidays!
Growth – You got where you are today by education, determination and plain hard work. Here at Circana, we aim to help you build your skills, explore new interests, and work across different functions, clients and teams. We believe that every career is a work in progress, and we foster each employee’s journey, through a diverse set of experiential, skill-building and mentorship opportunities to learn from the best and brightest in our business.
Feedback – To do a great job, you need to know what is expected of you. We pledge to do just that through consistent, timely feedback and coaching to ensure continued growth.
Recognition – In addition to cheering on outstanding work on a project, exceptional client service, or performance over and above what is expected, we also applaud consistently great performance and initiative in solving problems, as well as innovation and new ideas. We’re also not afraid of PDAs—public displays of appreciation—as we all celebrate individual victories as part of our shared success.
Challenge – Challenge and support are of equal importance, and we strive to deliver the right mix of both through line management, peer to peer relationships and an open-door policy to the leadership team. A career at Circana, as with life, is what you make it – so if you’re looking for challenge, we can absolutely deliver!
Fun – We can promise it will be challenging, rewarding – and fun! We aim to work hard and recognise that’s only achievable with some play as well, with all ideas welcome.