Client Service Manager, Gen-Merch Operations

Let’s be unstoppable together!

Circana is a leading provider of technology, AI, and data solutions for consumer packaged goods companies, manufacturers, and retailers. Our predictive analytics and Liquid Data® platform help clients measure market share, uncover consumer behaviour, and drive growth—powered by six decades of expertise and an expansive, high\-quality data set.

At Circana, we are fueled by our passion for continuous learning and growth, we seek and share feedback freely, and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives. We’re a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences, cultures, and viewpoints that each individual brings. By embracing a wide range of backgrounds, skills, expertise, and beyond, we create a stronger, more innovative environment for our employees, clients, and communities. With us, you can always bring your full self to work. Join our inclusive, committed team to be a challenger, own outcomes, and stay curious together. Circana is proud to be Certified™ by Great Place To Work®. This prestigious award is based entirely on what current employees say about their experience working at Circana. Learn more at www.circana.com. (https://www.circana.com.)

Role Overview

External:

• Build strong, trusted, on\-going relationships with clients as their main point of contact for data inquiries, operational activity, methodology, and category enhancements.


• Address, troubleshoot, resolve, and communicate data quality issues/resolutions in a context of a complex/sensitive situations, alone or in collaboration with other groups, without support for his/her manager.


• Clearly articulate Circana processes and decision making as it relates to data inquiries


• Prepare written and verbal communications which clearly convey issues, findings, resolutions and impacts to external audiences


• Proactively provide clients with an overview of data changes due to upgrades or launches prior to data release.


• Maintain an understanding of Industry key categories in order to support client interaction


• Gather suggestions and represent need for enhancements from clients for internal discussion


• Attend client meetings as necessary

• Develop trusted relationships with Practice leads, Commercial teams, Operations, and Product


• Effectively liaise with other Operations Client Service team members, Operations, Commercial, Product, Research Science, and other support groups to ensure ultimate resolution and communication of inquiries


• Monitor and identify patterns in client inquiries that could influence changes in our processes


• Maintain detailed and effective communication with Commercial team related to client interaction, both reactive and proactive


• Master an understanding of Circana processes to support investigation and articulation of inquiries


• Assist senior management team with setting strategies and direction to the department

• Proven experience in retailer and consumer data


• Strong capabilities to work daily in English (spoken and written)


• Experience in communication with clients at all levels


• Strong technical skills in market research data


• Bachelor’s degree required


• Advanced verbal and written communication skills


• Ability to partner with internal teams, monitor workflow, and assure follow\-through


• Strong organizational skills, with the ability to manage multiple projects simultaneously and to coordinate multi\-disciplinary teams


• Able to travel domestic and internationally


• Familiarity with artificial intelligence concepts and tools


• Ideally has experience in General Merchandising or Consumer tech


• Comfortable with ambiguity

Beyond technical skills, experience, and role\-specific attributes, these shared behaviours are fundamental to our culture and success. We seek individuals who consistently demonstrate and champion these behaviours in their daily work:

• Stay Curious: Being hungry to learn and grow, always asking the big questions.


• Seek Clarity: Embracing complexity to create clarity and inspire action.


• Own the Outcome: Being accountable for decisions and taking ownership of our choices.


• Centre on the Client: Relentlessly adding value for our customers.


• Be a Challenger: Never complacent, always striving for continuous improvement.


• Champion Inclusivity: Fostering trust in relationships engaging with empathy, respect, and integrity.


• Commit to each other: Contributing to making Circana a great place to work for everyone.

\#LI\-KM1

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