Client Insight Program Manager

Description

C LIENT INSIGHT PROGRAM MANAGER

We are HH Global has conducted the Client Insight Program (CIP) since 2015. We are currently expanding the program to garner feedback from our supplier partners as well with our new Supplier Insight Program (SIP.) Both programs are executed globally. The primary objective is continuous improvement of our services to our clients and with our suppliers while gaining a view of how we operate at every level. Main focus of the Client Insight Program is to grow and retain our clients while the main focus of the Supplier Insight Program is to ensure we deliver a value-add partnership to our suppliers.

Interviews take place annually with a series of predetermined questions to gain actionable solutions and opportunities through feedback. Our performance is reviewed, measured and actions implemented to ensure we deliver a strong and steady service operation through the next cycle. CIP is a key communication tool which enables HH Global to strengthen account relationships. Information is shared internally to look at trends and opportunities to increase scope of services, innovation and ideas for development with other clients.

We aim to consistently increase our client’s and supplier’s level of satisfaction, and to maintain our successful and continuous adaptation to the growth and development of our client’s and supplier’s business.

You will work closely with internal stakeholders, clients and suppliers. You will be responsible for delivering an exceptional and professional service through excellent communication, understanding of our business and solutions as well as industry and competitor knowledge. You will develop and maintain a strong relationship with our key suppliers, key client stakeholders and HH Global stakeholders at all levels within our business to deliver this program.

Responsibilities

• Use your understanding of the business solution, offer alternative options and innovation where possible through the interview process
• Help retain all our clients by supporting the business to gain valuable insights through the client interviews
• Address any operational, service or delivery issues in each market and across our business as a whole with the appropriate internal teams
• Ensure activity is recorded using the designated company tools
• Operate Measure customer or supplier satisfaction through smart interviewing
• Feed score results from the interviews into the global tracker which feeds the CIP Metrics dashboard designed in Power BI
• Ultimately foster future growth opportunities and areas of innovation within your overall business
• Work closely with Senior Management in assisting to gain greater insights from clients ahead of any tender/reviews/new business opportunities
• Offer an inside view into our clients/suppliers, the current state of our business and the overall feeling of the partnership
• Assist teams with the creation of action plans at local and regional levels to ensure we are aligned with our company focus and client’s objectives
• Uncover valuable information during the CIP process to help AD’s gain additional opportunities to support contract owners
• Deliver services to meet and exceed contracted SLA’s
• Keep all administration and reports up-to-date and ensure we meet our deadlines in distributing reports internally and externally always in a professional manner with clear, concise and exact reports
• Provide detailed reporting resulting from the interviews with clients to the Board of Directors, Account Directors, the leadership team and the client
• Ensure compliance with Regulatory and Company policies
• Manage and monitor objectives to meet key business drivers
• Work with Account Director s to identify new business opportunities
• Extensive interviewing of our internal stakeholders to prepare for all meetings
• Extract honest feedback through interviews with our suppliers to determine if we are delivering on our value-add promise and identify any areas of improvement
• Allow for independent and open feedback from key stakeholders in both Procurement and Marketing
• Continuous engagement with Global Head of Insight Program, CIP leads, Account Directors and Business Directors making sure all interviews are completed within timescales agreed
• Draw out win themes for any future growth opportunities and areas of innovation with HH Global across all markets through insight discussions with our clients.

Requirements

• Experience in a client facing role is essential
• Able to manage and communicate with key client stakeholders or suppliers to successfully deliver and exceed their expectations
• Process driven, with an eye to sales and business development
• Previous experience working in print/ print management/ print buying/ marketing print procurement essential
• Approachable and confident to offer advice in meetings
• Must be an excellent listener and communicator
• Ability to manage multiple projects simultaneously
• Experience in a role where thinking on your feet and understanding how to bring new opportunities and any concerns back to the business
• Have a good understanding of our clients/suppliers having researched their business and each stakeholder they are going to be meeting with
• Knowledge of Microsoft office (Excel, Word, Power BI, and SmartSheets ) is preferred but not essential
• Ability to recognize trends from client/supplier meetings and report through the interview process
• Strong time management and prioritization skills

Your resume will be reviewed by a member of our Recruiting team and we’ll reach out to you directly if there’s a fit. We’re using video conferencing software (Microsoft Teams) to conduct our interviews, but all interviews will be live with a member of our Recruiting or Hiring teams.

Equal Employment Opportunity Employer: HH Global is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, sexual orientation, gender, gender identity and gender expression, or any other characteristic protected by law.