Client Service Director, UK
United Kingdom
Full Time
Experienced
Client Service Director, United Kingdom
Advantage Group International is seeking an enthusiastic, trusted, and resilient Client Service Director to join us in our journey of helping businesses be better together
What Matters to Us:
Our History and Mission: Thirty years ago, in Toronto, Canada, Founder Ron Pirie championed the belief that businesses work better together when they commit to actively listening and responding to each other’s feedback.
Ron’s original idea to have retailers’ rate and rank their suppliers was first conceptualized in 1988. Not long after, FMCGs and retailers throughout North America began to recognize that strong and measurable relationships are at the heart of improved business performance.
From humble beginnings and a staunch and universal belief that stronger collaboration leads to better business results in any market and any industry, our relationship benchmarking capabilities have become the gold standard for measuring business-to-business engagement in over 40 countries.
Our Values:
Who We’re Seeking to Join Our Team:
Reporting to the Managing Director, UK & Ireland, the successful candidate ideally holds 15+ years of experience in a senior sales, category management and/or customer marketing role at a large FMCG supplier, and/or has held senior trading management positions at a grocery retailer.
Client service experience at a market research or marketing agency, servicing clients within the FMCG and Grocery Retail sectors is also a viable career path to be successful in this role.
Current or recent experience of the UK Grocery Retail, Convenience, Wholesale, Foodservice and/or On Trade industry is a must-have with either a strong supplier or retailer background. Knowledge of other emerging retail, digital and wholesale sales channels is desirable. Candidates with experience in Private Label or Branded background will be suitable for the role.
Strong proficiency with Microsoft Office suite, particularly MS Excel and PowerPoint. Experience with Tableau or other BI tools is considered an asset. Strong understanding and utlilsation of AI and associated tools would be a powerful benefit.
The successful candidate will be a proficient data analyst, able to deliver insight for clients in compelling and engaging presentations to varied audiences (retailers, wholesalers and suppliers), and importantly to senior stakeholders.
What Success Looks Like in this Role:
Provides sales and client service leadership for the Advantage business in the UK. Specific responsibilities include:
The Capabilities and Skills that Matter:
Where You’ll be Located:
This role will be home based in the UK. Expected travel is moderate but may be high at peak times of the year throughout the country as part of:
Overnight stays will be supported as required to perform the role powerfully, while mileage will be reimbursed for client/industry visits in line with HMRC guidelines.
Frequent and proficient use of Video Conferencing (MS Teams, Google Meets) will be required in the role.
The Functional Competencies We Value:
Advantage has identified the following set of competencies that successful Client Service leaders demonstrate and develop in the role over time:
Advantage Group International is seeking an enthusiastic, trusted, and resilient Client Service Director to join us in our journey of helping businesses be better together
What Matters to Us:
Our History and Mission: Thirty years ago, in Toronto, Canada, Founder Ron Pirie championed the belief that businesses work better together when they commit to actively listening and responding to each other’s feedback.
Ron’s original idea to have retailers’ rate and rank their suppliers was first conceptualized in 1988. Not long after, FMCGs and retailers throughout North America began to recognize that strong and measurable relationships are at the heart of improved business performance.
From humble beginnings and a staunch and universal belief that stronger collaboration leads to better business results in any market and any industry, our relationship benchmarking capabilities have become the gold standard for measuring business-to-business engagement in over 40 countries.
Our Values:
- Be Engaged – Be engaged, on the team, and in the game.
- Empathetic Feedback – Give and receive empathetic feedback.
- High Performance – Succeed with a high-performance attitude.
- Find a Better Way – Seek to improve and find a better way.
Who We’re Seeking to Join Our Team:
Reporting to the Managing Director, UK & Ireland, the successful candidate ideally holds 15+ years of experience in a senior sales, category management and/or customer marketing role at a large FMCG supplier, and/or has held senior trading management positions at a grocery retailer.
Client service experience at a market research or marketing agency, servicing clients within the FMCG and Grocery Retail sectors is also a viable career path to be successful in this role.
Current or recent experience of the UK Grocery Retail, Convenience, Wholesale, Foodservice and/or On Trade industry is a must-have with either a strong supplier or retailer background. Knowledge of other emerging retail, digital and wholesale sales channels is desirable. Candidates with experience in Private Label or Branded background will be suitable for the role.
Strong proficiency with Microsoft Office suite, particularly MS Excel and PowerPoint. Experience with Tableau or other BI tools is considered an asset. Strong understanding and utlilsation of AI and associated tools would be a powerful benefit.
The successful candidate will be a proficient data analyst, able to deliver insight for clients in compelling and engaging presentations to varied audiences (retailers, wholesalers and suppliers), and importantly to senior stakeholders.
What Success Looks Like in this Role:
Provides sales and client service leadership for the Advantage business in the UK. Specific responsibilities include:
- Achieve revenue growth goals by maximizing client retention (>90%), increasing market penetration amongst new clients and driving weight of purchase with existing clients.
- Build strong business relationships and networks with our clients (suppliers and retailers) and ensure that they are enjoying high levels of value and insights from the Advantage programmes.
- Leading new business funnel management, development and conversion to win new business.
- Identifying and pioneering new sources of revenue through external market intelligence, revision of existing capabilities and/or solution based selling.
- Provides regular client insight presentations and performance updates through compelling presentation content and style.
- As a thought leader, help to enhance the Advantage brand, building our status as trusted advisor within the FMCG community, through presentations, workshops, webinars and industry conference participation.
- Provide leadership to the UK client service team of 2 further associates across key activities of Business Development, Prospecting, Insight debriefs and other associated events, driving the rhythm of Client Engagement.
- Deliver strong Client Experience metrics in Advantage Groups Customer Satisfaction (CSAT) survey.
- Works collaboratively with the UK Operations Director and local and global Programme management and Client service teams to deliver shared objectives around Sales, Coverage and Client Experience.
- Assists the Managing Director in developing the annual business plans for the UK market.
The Capabilities and Skills that Matter:
- Senior sales, customer marketing, retailer, and/or client service experience that enables real-world storytelling and provides client confidence.
- Expert in U.K. FMCG, Grocery Retail, Convenience, Wholesale, Foodservice and/or On Trade market (acknowledging other channel opportunities).
- A powerful network of contacts amongst UK Grocery retailers and suppliers to help unlock business development opportunities.
- Polished presentation skills: comfortable and confident working with small and large audiences, online and offline deliveries and senior vs day to day contacts.
- Strong organisational agility, able to manage complex client networks and ecosystems to unlock new value for Advantage Group.
- Strong written and oral communication skills, able to communicate effectively internally and with senior supplier/retailer contacts.
- A practical understanding of market research principles / concepts.
- Reliably works with limited supervision and a high sense of urgency.
- Ability to manage complex research / consulting projects
- Advocate and enabler of change programmes, able to deal with ambiguity and self-manage progress and problem solving with a positive attitude.
- Team player able to adapt to different styles of working with a small local team and extended Pan-European and Pan Global contacts.
Where You’ll be Located:
This role will be home based in the UK. Expected travel is moderate but may be high at peak times of the year throughout the country as part of:
- Onboarding and induction process.
- Meetings with and presentations to senior retailer and supplier clients in the UK will be required.
- Relevant conferences or industry events
- Client visits within the UK as required and more frequently during Peak Season
Overnight stays will be supported as required to perform the role powerfully, while mileage will be reimbursed for client/industry visits in line with HMRC guidelines.
Frequent and proficient use of Video Conferencing (MS Teams, Google Meets) will be required in the role.
The Functional Competencies We Value:
Advantage has identified the following set of competencies that successful Client Service leaders demonstrate and develop in the role over time:
- Outstanding Industry Connectivity
- Client Leadership
- Prospecting for Growth
- Effective Communication
- Insightful Presentations
- Business and Financial Planning
- Entrepreneurial Drive
- Strategic Agility
- Coaching for Success
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