At Mintel, we are only successful when our clients are successful, receiving value from our service, and continuing to partner with us on a recurring basis. The focus of this role is to support the continued high retention rate of Mintel subscription clients by ensuring Mintel's market leading data and insight is applied to its full extent within our clients’ business to support their commercial objectives. You will achieve this by providing best-in-class levels of service through the whole client lifecycle of onboarding, product adoption, value-led engagement, advocacy and retention.
Key Responsibilities:
Maintain and continue to grow Mintel’s industry-leading client satisfaction and retention rates:
With Mintel clients:
Uncover and activate against client business objectives, showcasing the value of Mintel solutions at every interaction. Interactions may include:
- Delivering advanced training of Mintel products to showcase how Mintel data will support clients in their role or departmental goals.
- Proactively communicating with clients about the most relevant product features/insights for their specific business needs.
- Responding to client briefs and preparing analysis to bring data to life using pre-published syndicated content.
- Liaising with our analysts to bring their expertise closer to our clients showcasing the value of their subscriptions
Partner with the regional Account Directors to ensure there is a plan in place with each client by conducting regular check-in calls for tactical items and performing strategic business reviews for alignment of objectives and outcomes.
Simultaneously manage multiple clients who are at different points on the account lifecycle.
Maintain a deep understanding of the Mintel suite of products and how the usage of each can provide value to clients from a variety of sectors, verticals and departments.
With Mintel's internal team:
Partner with the Account Directors in the region to ensure we manage all accounts effectively and deliver client engagement plans together.
Track account health to identify churn risk and work actively to eliminate that risk.
Function as a client advocate in internal discussions; provide internal advice to sales, product development, content and marketing on new applications for our products and how we can better serve our clients.
Translate client usage and feedback into actionable insights and ideas for new training materials and service activities.
Efficiently logging all service activities on our CRM system including collating detailed feedback following client engagement.
Successful Candidates will need to have:
1 years’+ experience gained in a B2B research or professional services environment. A passion and knowledge for the world of professional services (including finance) is also highly desirable.
Highly developed analytical skills, able to quickly interpret a wealth of information from different sources to build compelling stories with a commercial conclusion
Advanced standard in the use of Microsoft Excel and PowerPoint.
Fluency in written and spoken English with first class communication skills. This includes being totally at ease on the telephone or face to face with clients at a variety of levels.
Proven organisational skills and ability to multitask and prioritize and manage a heavy work flow.
A solution-driven and results-focused attitude. Having the right attitude based on enthusiasm, ambition, and a positive outlook, should all be characteristics you cherish and display.
Flexibility to travel regularly within the region to meet with clients.
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Top Skills
What We Do
Market Intelligence is what sets us apart and what defines us as a brand – literally in fact: when the company was founded in 1972 it took its name from an amalgamation of the two words. We have been defining and refining the Market Intelligence Mix ever since, to offer our clients a unique perspective on the consumer landscape ahead and a clear roadmap with which to navigate it.
So what goes into the market intelligence mix?
MARKET RESEARCH is not the only thing we do, but it is right at the core of our business. The vast range of primary research we carry out and commission is the bedrock of our market intelligence, creating data series we can assess incrementally over the long term to track trends and forecast the future.
MARKET ANALYSIS is the second key element of the market intelligence mix. Our specialist team of market analysts scours the globe for trade, industry and government data, which our statisticians then integrate into meaningful sizing models and future value forecasts for thousands of sectors worldwide.
PRODUCT INTELLIGENCE adds micro-level relevance to the macro context of our market analysis, bringing our clients real-world examples of the launches and goods that are driving the numbers.
COMPETITIVE INTELLIGENCE is the fourth pillar of our work, keeping our clients abreast of their rivals’ strategies, communications and results, to give them the understanding they need to choose the right response to gain or maintain that crucial competitive edge.
The magic happens when we pull them all together. Trend analysts, category specialists, systems developers, dedicated account teams and client servicing staff work together to provide our clients with understanding as well as knowledge.
That’s our Market Intelligence. That’s how we help businesses grow. It’s why we’re the leaders in it.
