- Permanent / Full-Time
- Research & Insight
About the company
This is a pioneering Customer Agency with offices in Boston, New York, San Francisco, London and Tokyo. Their promise is to help clients find new opportunities to grow by deep understanding of their target audiences and their needs – which they call Customer-Inspired-Growth. Over the years they have helped clients like Google, Samsung, McDonald’s, Air France/KLM, L’Oreal, Orange and Ikea grow by developing new products, services and communication together with their customers. For instance, they are helping L’Oreal develop new product formula to innovate in haircare, they are supporting Google in creating new products for emerging markets, they are helping Ikea to imagine what the retail experience needs to look like across physical and digital. By working at here, you will be exposed to clients across tech, auto, retail, hospitality, healthcare and more.
Most of their clients have worked with them for a number of years and about 80% keep coming back for more every year: building long-lasting relationships with clients is the key ingredient to their success. Over the last year they have won six insight and innovation awards.
Insight at this company isn’t like insight at other agencies; it’s faster, more entrepreneurial and more integrated. And it doesn’t just focus on finding the ‘truth’ but more importantly on leveraging that truth with those who matter in their clients’ organisation: they truly care about and organise themselves around having impact on our clients' business – by either making them or saving them some money.
They pride themselves on their friendly but high-performing culture. They love people who are self-starters, see the glass as half-full and thrive in a fast paced, entrepreneurial environment: six directors of the EMEA business have started their career at as entry level consultants.
They are passionate about their people and proud of their culture. They have six ‘behaviours’ to ensure that they are delivering fantastic work, continuing to learn and develop and building a high-performance culture which creates opportunities for those who work there:
- I’ve got this: taking responsibility, doing what we say we will.
- Only accept awesome: delivering high quality work that we are proud of and has impact.
- Show the love: celebrating successes & ensuring everyone has a voice.
- Do what scares you: challenging ourselves, taking risks and learning more.
- Tell it like it is: being honest and freeing ourselves from "office politics" and "hidden agendas”
- Open up and listen: Listening first and fully before we respond or react
About the role
You would have ultimate responsibility for ensuring the success of your 3-4 clients, making sure that we’re delivering work that meets our clients’ objectives within scope and budget. You will be responsible for managing the overall account, and you will manage the renewal process (or selling repeat projects for ad hoc clients) - ensuring that we continue to work with each of your clients from one year to the next, building on the work we have already done together.
You will line manage 3-5 Associate Consultants and Consultants, and you will play a key role in helping your Business Director manage the wider team. On your account teams (which will be staffed with a mixture of people you directly manage, and those that you don’t), you will be accountable for developing your team to the highest possible standards in both quality and level of insight across all deliverables for your accounts. You will ensure that people feel motivated, are learning, you’re providing constructive feedback and you’re holding them to account with the high standards you expect.You will work with clients to understand and define key business problems and insight and innovation needs and inspire your team to create brilliant approaches for how we could meet clients’ needs. You will lead and manage fruitful relationships with your clients to ensure they act on our recommendations and develop a senior relationship within your key accounts, becoming their strategic partner. You will lead your clients to ensure they renew year on year, with a minimum of 85% renewal rate and you will be confident in costing work, writing proposals, and pitching compellingly