Research Manager (Data Products) - Client Services

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Organisation
YouGov
Locations

London, United Kingdom

Application Deadline
  • London, UK
  • Full-time
  • Contract Type: Permanent

Company Description

YouGov is an international research and data, analytics group.

Our mission is to supply a continuous stream of accurate data and insight into what the world thinks so that companies, governments and institutions can better serve the people and communities that sustain them.

We have the best data and the best tools. We continuously challenge conventional approaches to research, and we disrupt our industry to ensure that our clients always get the best solutions.

We are driven by a set of shared values. We are fast, fearless and innovative. We work diligently to get it right. We are guided by accuracy, ethics and proven methodologies. We trust each other and bring these values into everything that we do.

Each day, our highly engaged proprietary global panel of over 8 million people provides us with thousands of data points on consumer opinions, attitudes and behaviour. We combine this continuous stream of data with our research expertise to provide insights that enable intelligent decision-making and informed conversations.

With operations in the UK, North America, Mainland Europe, the Nordics, the Middle East and Asia Pacific, YouGov has one of the world’s largest research networks.

Job Description

This is a management role, reporting into the UK Head of Product team, overseeing a small team of Product team analysts and senior analysts.

In addition to managing a team of analysts and senior analysts, you will be assigned to our highest value client accounts, including Key Accounts. Delivering the highest standard of Client Servicing.

You will be responsible for keeping clients happy and facilitating lasting, profitable and growing partnerships. Helping clients realise the full potential of our Data Product subscription offerings.

Accountabilities

You will manage a small team of Product team analysts and senior analysts, ensuring they are proactively helping YouGov clients get the best out of their subscription and ensure clients are achieving their desired outcomes.

You will have responsibility for client servicing our highest value clients, delivering against the renewal.

You'll be the voice of Data Products high value clients back into the business, capturing and representing their business requirements and feedback to internal stakeholders.

Responsibilities & Decisions

You are directly responsible for client satisfaction and engagement, driving client retention, as well as helping uncover opportunities for account growth via the Key Account Management / Account Management team.

You'll be executing care plans for high value clients including their onboarding and ongoing training, leading the day to day relationship, articulating product Return On Investment, driving adoption, sharing best practices and identifying growth opportunities. This will also include the delivery of C-suite ready reports and insightful analysis that forms an essential part of their research and data needs.

Development and progression of your small team as well as internal training will form part of your role.

Collaborating with internal technical teams to resolve complex problems and connecting ad hoc surveys to Product delivery, when relevant, will feature in your every day role.

Reviewing Key Performance Indicators on client engagement, tool usage and client satisfaction for your own clients and the clients serviced by your small team.

Identify and escalate problems or red flags with client satisfaction or engagement to the Head of UK Product Team and implement solutions to resolve client non-renewal risks.

Collaborate and coordinate with New Business and Account Management functions to provide an integrated client experience that promotes account growth as well as retention.

Reports to

Head of UK Product Team

Qualifications

  • An experienced researcher, 2-3 years working in client facing market research, with a track record of building positive lasting relationships with customers
  • Advanced knowledge of our Data Products tools, or market research SaaS products.
  • Mentoring and leadership experience

Behaviours

  • Strong presentation and overall communication skills.
  • Strong organisational skills, reliable and capacity to prioritise
  • Gravitas and the ability to ‘hold a room’ when dealing high value clients and stakeholders
  • Ability to uncover and articulate insights from data that align with our clients goals and research needs

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