Job Title: Product Delivery Manager

Reports to: Product Management Team Lead

About the role:

The Product Delivery Manager is a key role within The Client Relationship Consultancy, working both internally throughout the business and externally with our clients to administer flawless survey set-up and delivery of our product(s). As a Product Delivery Manager, you will be a key contact for our clients, responsible for the collection of data, supporting our clients through adequate database development, implementing and monitoring fieldwork (the survey period) and producing/checking our core reports (presentations and dossiers).

You will look to continuously improve our offering to clients and adapt to different needs ensuring our entire product offering runs smoothly. You will communicate proactively and effectively with the lead Consultant on your agencies making sure they are kept up to date with clients at all times.

Where necessary, you will support in the setup and evolution of new products. This is a role situated in our Product Management Team, working closely with a diverse range of teams globally throughout the business including Insights, Agency Leads, Consultants, Operations, IT and Finance.

Who we are looking for:

Our ideal candidate has a keen attention to detail, a strong level of curiosity, a high degree of organization and the ability to communicate well with people at all levels of an organization. The job will suit someone who is a self-starter prepared to take the initiative and assume responsibility, who is strategically minded, good at prioritizing, and able to think a few steps ahead. The role requires a discreet and professional writing style, as Product Delivery Managers interface with some of our senior-most agency contacts.

Responsibilities:

Core Business: Our product offering

• Professional communication with clients to ensure all relevant information is collected and a good service is provided throughout.

• Manage the database process each round ensuring that our clients hit their deadlines and the survey is fielded on time.

• Administer our client’s survey including setting the survey emails to be sent, performing quality checks along the way and handling bounce-backs/out of offices

• Continuously provide updates and reminders to our clients, including incomplete databases and potential data discrepancies.

• Coordinate with our clients to request any relevant income data, alert them of non-responders to the survey, and highlight low response rates.

• Take responsibility for sharing Early Findings with our clients as appropriate, keeping the Agency Lead (where relevant) and Consultant in copy. In some cases, the Agency Lead or Consultant may need to contact our clients directly.

• Set-up core presentations and dossiers via the Hub ensuring the correct data and norms are feeding through to each report. Manage the distribution of reports via our secure system (the Report Room) once finalized.

• Work with the Insights Team to produce final reports for Consultants ahead of the Relationship Review meeting.

• Communicate any and all issues and/or observations to the Consultant, Agency Lead (where applicable) or relevant agency team member as necessary.

New Product Development:

• Support in the setup, evolution and flawless delivery of new products, contributing to how we might collect data and report out our product offering.

• Take the lead in training the wider team on the full process of the product, once the product moves out of incubation.

• Continuously look to improve our system to promote better client service and efficiency, sharing ideas and feedback for the new Delivery Platform.

o Support in trialling new processes surrounding how we might collect data or how we might build reports

o Proactively share ideas on how we can improve our process.

o Where necessary, test new features on our system to ensure the functionality is as it should be.

o With your team, take pride and ownership of our product, in particular your centre of excellence.

Operational:

• Ensure a smooth handover between teams, using our Project Management tools.

• Update all relevant documentation to ensure agency nuance is captured.

• Provide clear and solid communication within your teams.

Security:

• Comply with all aspects of our security policies, taking personal responsibility for the security of your own, the company’s and our client’s data.

Skills required:

• Excellent attention to detail and a commitment to accuracy

• Excellent time management skills and deadline driven

• Process driven

• Ability to adapt and manage change

• Strong collaborator and team player

• Strong communicator, professional tone with internal and external clients

• An interest owning a process in delivering products to clients

• Previous experience in data collection would be advantageous

• Previous experience in client servicing would be advantageous

• Proficiency with Microsoft Office, particularly Outlook & Excel

CRC Qualities: Respect, Empathy, Curiosity, Care