Posted April 5, 2024

Client Service Manager - EMEA

TGM Research  | SG

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As a Client Service Manager at TGM Research, you will play a crucial role in building and maintaining strong relationships with our clients. You will be responsible for managing and growing key client accounts, ensuring client satisfaction, and maximizing their utilization of our online panels. 

Along with promoting and selling our research/panel services, you will be the main point of contact with the client and directly managing/supervising the project execution with the support of a fieldwork team.

Finally, you will also be involved in strategic activities to identify and generate new streams of business to grow your team territory.

Responsibilities:

• Company Strategy:
  • Support Client Service Director for executing company strategy acreoss the entire client service region.
  • Identify opportunities for account expansion and upselling of additional services, driving incremental revenue generation.
• Business Development (InBound):
  • Participate in lead generation and new business activities, supporting the acquisition of new clients and opportunities.
  • Responsible for personally taking inbound requests - adapting and choosing the best possible strategy to maximize chances closing the deal/onboarding a new account.
• Account Management and CRM:
  • Manage and grow a portfolio of key client accounts (medium to big size/complexity), ensuring client satisfaction, retention, and revenue growth.
  • Review and approve easy to medium complexity proposals and quotations from more juniors colleagues to ensure alignment with company objectives and client needs.
  • Keeping CRM and main KPIs updated as part of daily routine.
• Project Management and Coordination:
  • Coordinate the execution of medium to complex research projects, ensuring timely delivery of results.
  • Provide full guidance for sampling strategy development and monitor fieldwork performance.
  • Maintain excellent day-to-day communication with clients, advising on potential roadblocks and corrective actions to ensure the best service and client satisfaction throughout the project lifecycle.
• Financial Management and Sales Performance tracking: Monitor project financials and performance metrics, ensuring projects are delivered on time, within budget, and to client expectations.
• Team Leadership and Development: Collaborate with internal teams to enhance processes and operational efficiency, contributing to the continuous improvement of service delivery.
• Industry Thought Leadership: Stay abreast of industry trends and developments, providing insights and guidance to internal teams and clients.Share ideas and suggestions for innovation with manager.

• Proven experience in both account management and/or project management within the market research, consulting, or online panel industry. The ideal candidate would already possess both skills
• Strong communication and interpersonal skills.
• Fluent English and another European language (preferably Spanish, Italian, Portuguese or French)
• Excellent problem-solving abilities.
• Entrepreneurial mindset – every day is different : we try, we fail, we try again and succeed. 
• Ability to work independently and as part of a team.
• Proficiency in using CRM software and Microsoft Office Suite.
• Research/Statistics/Data Science background is a bonus.

Benefits:

• Fully remote position
• Competitive salary and performance-based bonuses
• Professional development opportunities
• International Team setup
• Flexible Working Policy
• A collaborative and innovative work environment
• Working with newest technologies and using modern tools (including MacBook)
• 21 days of holidays + bank holidays

If you are a proactive, client-focused individual with a passion for market research and online panels, we invite you to join our team and help our clients succeed in their research endeavours.

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