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Client Service Director - Marketing Research CT

Benefits:Medical Aid, Pension Fund
Location:Cape Town, CBD
Education level:Honours
Job level:Management Snr
Job policy:Employment Equity position
Reference:#CSD - n
Company:LayerCake Recruitment

Job description

Join a Global Research House as the Client Service Director.  Responsible for Managing a team of mostly Quantitative Researchers.  Manage Client Relationships.


The primary responsibility is to deliver Revenue, Gross Margin and OP budget targets for the Cape Town business unit through the management of a high performing team that can build strong client relationships, make a proven difference to the client’s business and meet their needs.
  • Actively manage and oversee the key client relationships within the Cape Town business and deliver to the client’s requirements
  • Responsible for providing guidance and support to the Cape Town client service team, making sure that they are investing their time and energy in the right places, to maintain key relationships, deliver on key accounts, and to drive business growth  
  • Responsible for the engagement of the CS team including recruitment, retention, account allocation, resource planning, coaching and people management
  • As a member of the Cape Town Leadership Team, they also contribute to the leadership, integration and success of the Cape Town business


  • Actively manages the client base to ensure profitable growth across existing and new clients
  • Builds strong relationships and delivers to account responsibilities to retain clients and maintain existing business
  • Identifies and pursues opportunities to grow existing client business, revenue and profitability
  • Reviews account and project profitability to maximize financial performance across the business
  • Account forecasting of accounts to feed into the budgeting process
  • Ensures appropriate resourcing to respond to current work and opportunities

  • Apply high level of knowledge and understanding of your clients and their business in all interactions with clients
  • Deliverables and analysis conducted applies this knowledge and commercial implications and realities
  • Knowledge including:

o    key clients, key stakeholders and their needs

o    The client’s business and strategy

o    Client brands and communication activity

o    Client markets and competitors
  • Deliver effective advice and consultancy for your clients

o    Instigate and facilitate client discussions to better understand their business issues

o    Strong interpretation of data and ability to articulate insights clearly and impactfully

o    Provide a comprehensive point of view on client issues
  • Develop strong relationships with clients

o    Present impactfully fairly regularly across all accounts

o    Demonstrate confidence and strong interpersonal skills in client facing situations

o    Chair client and agency meetings

  • Maximise individual and team performance and efficiency through effective people management;

o    Manages line reports, giving ongoing feedback, conducting catch-ups and annual appraisals

o    Identifies, sets and communicates clear objectives to develop and nurture line report’s careers, and articulates performance against these objectives

o    Coaches and develops CS team members through constructive feedback to identify areas of strength, and areas required for improvement

o    Effectively delegates tasks where appropriate
  • Plays a key role in recruitment of the CS team when needed
  • Leads performance management process, as and when required

  • Contribute to the strategic growth of Cape Town as part of the Cape Town Leadership Team
  • Ensure the operational and management issues are communicated and resolved
  • Actively participate as a member of the leadership team to ensure business plans are achieved and communicated effectively
  • Drive and manage change by translating key business priorities and competitive moves into a clear and coherent strategy for the business
  • Management of a high performing team that can build strong client relationships

  • Overseeing accounts to ensure the team deliver all account deliverables while working to agreed budgets, and course-corrects where required
  • Ensures all deliverables meet client needs and generate strong insight and impact for clients business
  • Delegates to team effectively, providing constructive feedback and support for other account members to ensure account responsibilities and deliverables are met to a high standard in agreed timelines
  • Ensure account efficiency and profitability across all accounts
  • Resource planning across the business with senior team to ensure all accounts meet business and client needs
  • Develops and implements account management plans for key clients

  • Designs appropriate research solutions to drive meaningful insight for clients’ needs and their business
  • Formulate, articulate and validate hypotheses to help build appropriate, relevant and impactful stories
  • Understand, interpret and synthesise data from various sources (e.g. sales data, media spend data)
  • Ensuring insights are translated into engaging stories with clear and concise implications that will help clients make better marketing decisions
  • Integrate knowledge of tools, philosophies and techniques and applies these appropriately to the design, analysis and interpretation of research projects to deliver meaningful insights (specifically in relation to pre-testing, tracking, equity and media measurement)
  • Identifies opportunities to deepen insights for clients using further analysis





Invests personally in people
  • Models and reinforces company values throughout the teams and behaves consistently with what he/she says
  • Treats others with respect and fairness and fosters a similar climate throughout the team(s)
  • Is passionate about the work/company and generates enthusiasm.
  • Can be relied upon to exercise sound judgment and discernment in dealing with difficult situations

Ensures depth of talent
  • Acts as a coach or mentor and is sought after to play the role of one across the client service team
  • Creates an environment which motivates others to give their best
  • Creates opportunities for others to grow/develop and seeks to provide them with rich, diverse, unique


Cultivates high performance culture
  • Sets high and clear standards for talent without compromise
  • Builds high performing teams around him/her
  • Retains talented people -- does whatever he/she can to prevent them from leaving



Acts as Trusted Advisor
  • Develops strong relationships through relentless client focus, fully embracing and acting on the "trusted advisor" philosophy
  • Always has the client's interests at heart above his/her own commercial interests
  • Takes initiative -- proactively acts quickly and decisively to respond to opportunities

Is committed to collaboration across Group
  • Attempts to integrate thinking from across the Group and facilitate better information sharing
  • Works well with colleagues from across the Group if they are better able to meet the clients' needs



Cultivates high performance culture
  • Sets clear, compelling direction for teams
  • Fosters an open, honest, and transparent culture within teams
  • Recognizes and rewards strong performance
  • Takes necessary action on under-performers

Delivers outstanding results
  • Provides concrete implementation plan and ensures decisions are quickly and successfully implemented
  • Consistently delivers strong business results

Demonstrates strong business acumen
  • Demonstrates ability to provide some financial planning and think through impact/implications for teams
  • Manages client base to target profitability levels and ensures team reaches desired chargeability levels



Drives insight
  • Consistently demonstrates intellectual curiosity and eagerness to learn and encourages others to do the same
  • Is able to drive meaningful, impactful insights using multiple sources of information
  • Seeks to provide new approaches to problem solving and brings different viewpoints to bear

Inspires innovation/creativity
  • Embraces change and excitement of doing new things in new ways
  • Empowers individuals to challenge the status quo and contribute to new ideas
  • Has the confidence to take calculated risks



Communicates effectively
  • Uses a variety of influence approaches as the people involved and circumstances warrant
  • Listens effectively, suspending own point of view or agenda, and draws accurate inferences, from both verbalized and non-verbalized cues
  • Provides timely, objective, effective feedback, making candid feedback the norm throughout the team(s)
  • Effectively manages and resolves conflict situations, seeking real solution rather than superficial agreements to avoid tension

Demonstrates flexibility, agility
  • Adapts and responds to changing conditions, modifying behavior and work style as necessary
  • Is able to develop sound approach for responding to change
  • Is able to come to a clear point of view in complex and ambiguous situations

Displays high level of resilience
  • Deals effectively with pressure, maintaining focus and persistence
  • Deals effectively with unexpected obstacles and does not allow them to derail him/her



     10+ years relevant research, brand, media or communications experience with direct involvement in analysis of research or interpretation of data sources
    • People management experience. Have had direct line report responsibilities

Posted on 09 Apr 14:27

Alison Eastwood

021 674 5320
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