The Operations team is integral to achieving high levels of customer satisfaction by ensuring there is flawless planning, proactive communication and client engagement Operations deliver services to both Manufacturer & Retail clients, ensuring the highest levels of quality, efficiency & cost control, whilst simultaneously ensuring that services continue to meet the requirements of the market place.
Your Responsibilities
The Client Analyst role is within the Operations department and they are responsible for attaining high levels of client satisfaction by ensuring the build, maintenance and dispatch of databases, reports and online services to IRI Clients. They partner with the CGD & Data Input team to understand client needs and to continually improve system processes and standards to deliver quality and timely deliverables through strong client management.
The work involves impeccable planning, active communication and the execution of all contracted deliverables on time and to the quality standard as defined in the contract. The Client Analyst will need to demonstrate that you are have strong project management and process skills with a solid analytic, problem-solving abilities.
The Client Analyst responsibilities include but are not limited to:
- Complete the OPS training programme and panel process within the first 3 months of employment if entering at this level
- Build and maintain databases and produce reports to specifications as set out by the CGD team and clients.
- Actively seeks out client product performance in the market to keep relevant.
- Ensure database accuracy by reviewing data in accordance with IRi standards and checking procedures
- Dispatch databases to the client/CGD team onsite or via FTP by the agreed deadline
- Manage all database requests from CGD and ensure they are completed to specification and checked prior to implementation
- Contribute to client deliverables by optimising databases and reports by updating and maintaining client roadmap, ensuring tasks are communicated and planned with CGD teams
- Ensure turnaround time for client deliverable (database & reports) is within specified timeframes
- Ensure all client data errors identified are fixed, communicated and dispatched back to client in a timely and agreed timeline
- Understands CGD requirements for allocated clients
- Understands Data Input requirements for change requests and data queries
- Display a solid understanding of the business and our service offerings.
- Has knowledge of the deliverables they create and the use in the industry.
- Partner with CGD teams to ensure the delivery of accurate databases within specified deadlines
- Communicate any data issues and take ownership of problems until resolved
- Keep Client Delivery Manager and CGD abreast of the status of all issues which may impact on the client and the delivery of database
- Communicate and partner with CGD/IT/Data Input /SQL Dev to resolve any issues impacting the client deliverables
- Full knowledge and understanding of retailer sign off terms and impact on databases
- Build strong relationships with the users and key contacts within our organisation
- Ensures that all client artefacts are kept up to date and in order
- Endeavour and participates in all education opportunities with resources and material available, applying key learning.
- Initiates preventative measures and speedy progress in client satisfaction and overall quality of processes, projects and product
- Structures and co-ordinates work stream; leads process improvements development, and delivery servicing
The Companys approved Employment Equity Plan and Targets will be considered as part of the recruitment process.
