Account Director

Numerator; Mumbai; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Numerator in Mumbai seeks a Client Relationship professional to manage day-to-day client ownership of Worldpanel subscriptions and to build a trusted adviser relationship on-site. You will handle account administration, forecasting, and revenue opportunities while coordinating with internal teams to ensure high-quality, timely delivery of insights.

The role involves expanding client contacts, understanding client goals, and proactively sharing intelligence on additional services.

Responsibilities

• Day-to-day relationship with the client’s key contact and ownership of the Worldpanel subscription within the client organisation
• Maintain and develop a broader network of client contacts while managing expectations around data quality, speed and volume
• Provide high on-site presence to be a Trusted Adviser around the client office and resolve any disagreements promptly
• Administer account communications with internal departments (accounts, operations) to ensure professional delivery and adherence to contracts
• Contribute to monthly forecasts and identify revenue gaps and closing plans over the year
• Proactively seek and share client intelligence on other services the client purchases and future needs
• Highlight client concerns to senior management to prioritise investment and development
• Ensure timely, accurate regular deliverables and evolve our outputs as client focus changes
• Discuss briefs, manage projects with milestones, prepare presentations and demonstrate value from Worldpanel services
• Coach and develop team members and ensure PDPs include stretch objectives
• Attend training and participate in graduate recruitment to attract high-calibre analysts
• Look for opportunities to cross-sell Worldpanel services and manage performance and quality within the team

Job description

Client Relationship

• Responsible for day-to-day relationship with key contact (ie. The ‘owner’ of the Worldpanel subscription within the client organisation)
• Responsible for day-to-day relationship with key contact (ie. The ‘owner’ of the Worldpanel subscription within the client organisation)
• Understand what the client’s overall goals and objectives are and the role that different departments and individuals are playing in achieving these
• Continue to develop a broader network of contacts with the client while maintaining existing relationships
• Utilise high levels of on-site presence to build a reputation as a Trusted Adviser through being a recognised and well known face around the client office
• Manage the client’s expectations with respect to the quality, speed and volume of data, and the servicing they are entitled to
• Resolve dissatisfaction if it arises, acting rapidly to resolve disagreements and not avoiding difficult issues
• Resolve workload capacity issues if they arise, negotiating with client stakeholders to establish priorities

Account Handling

• Manage the account administratively, dealing with internal departments such as accounts and operations to make sure communication and dispatches to the client are professionally and accurately handled
• Ensure contractual obligations are known and adhered to, escalating issues if required in good time
• Actively contribute to monthly forecasts in line with the revenue phasing done
• Identify revenue gaps and plans for closing these over the course of the year, communicating status and priorities both upwards and downwards
• Prepare proposals both in response to client briefs and proactively follow up and close these proposals in order to achieve revenue targets
• Seek to deliver benefits led solutions in your proposals, encompassing the full range of KWP services
• Look for revenue opportunities outside of your main contact
• Manage and plan the account resource to avoid drops in service quality
• Ensure appropriate inductions and training programmes are provided to client users

Service Development

• Highlight and elevate client concerns with any Worldpanel services to aid senior management with prioritising investment and development efforts
• Proactively seek and share intelligence from clients about other services they purchase and their current or future needs which could be met with Worldpanel developments

Basic Data & Tracking

• Ensure regular deliverables are dispatched on time and accurately by line reports or support departments. Take ownership of finding solutions if errors occur or processes break down
• Proactively identify opportunities to evolve our deliverables as new technology or tools become available and/or as client businesses change focus or structure

Analysis & Insight

• Discuss briefs with client contacts striving to make them more business question driven and less prescriptive
• Manage larger projects making sure that key milestones are hit, appropriate resource is available and that the client is kept up-to-date at all times
• Prepare and deliver presentations, demonstrating personal credibility and showing value for money from the Worldpanel services purchased
• Draw from all Worldpanel services purchased in order to provide clients with a wider context and where possible, reference other studies clients have conducted
• Build category, cross category and industry knowledge from project to project making sure previous learning is built upon and shared fully

Team, People & Self Development

• Conduct and take part in performance management using the online appraisal system
• Set, monitor and evaluate SMART objectives for line reports
• Give constructive feedback, both praising and identifying things which could be improved. Address performance issues in a professional and timely fashion
• Coach and train line reports, and other team members – sharing knowledge, encouraging a culture of learning and positive development
• Discuss your direct report’s personal development and ensure that they have a completed PDP which should include stretch and development objectives
• Discuss your personal development with your line manager and be responsible for ensuring that you complete and implement PDP – which should include your stretch and development objectives
• Attend relevant training, seeking out opportunities to develop further and grow your knowledge about our industry, clients and capabilities
• Take part in the graduate recruitment process to enable us to attract and secure high calibre Category Analysts into the business

A person in this role is likely to have the ability to:

• Solve problems creatively and seek opportunities for improvement and development
• Motivate people to give their best, providing constructive feedback – praising where things go well and discussing improvements which could be made in future
• Smooth relationships when difficult circumstances prevail and develop a culture of trust both within and outside the team
• Cope well with time pressure and make decisions under complex and demanding circumstances
• Be alert to changing situations, show flexibility in approach, adaptability in difficult circumstances and continuously strive to achieve a result
• Influence and persuade a variety of people in changing situations
• Act in the interest of the organisation – be bold and assertive in situations where others are pushing against what is best for the organisation or others.

Key success factor:

• Proven ability to create a network of budget holders and decision makers
• Demonstrable ability to exceed client expectations
• Track record of exceeding revenue budgets as well as demonstrating the ability to be flexible in the variety of products and services you can sell to achieve business objectives
• A track record of actively engaging in projects or initiatives that contributes to the wider Worldpanel business
• Proven ability to represent Worldpanel in front of larger forums and more senior audiences
• Demonstrable track record of effective team management in terms of appraisal completion, PDPs, line management engagement and retention
• Ownership of your self development in completing and managing your own PDP, highlighting areas where further development is required
• Ability to ‘look beyond the horizon’ and alert Directors to strategic issues, both internal and external
• Ability to create and engender a positive tone amongst team members and peers
• Consistent evidence of personal insight delivery and further evidence of cascading this to team members.