Service Director, Marketing Practices

The candidate will be a seasoned individual with experience engaging with operations functions within clients, and will be someone with experience to deeply understand the roles/functions being supported. It is expected the ideal candidate will have the experience and ability to understand client questions and ask clarifying points to gain full understanding of the issue being addressed.

In addition, the candidate will have a history of career advancement, and have a proven track record of managing customer satisfaction and retention. This position has the opportunity to support the TGaS customers across three Solutions, Marketing Sciences, Marketing Operations and Managed Markets Operations and to deliver tangible value via an established service plan.

The position will require a top performer who is capable of leveraging and developing relationships to maintain TGaS’s business with existing clients. The candidate will have good knowledge across the spectrum of marketing sciences and marketing and marketing support roles. The candidate will also have a good presence with key individuals at clients and work closely with leadership at TGaS.

TGaS expects a short transition period into the role, and for the candidate to have an immediate impact. The ideal candidate will have spent some time working on the both the client and vendor side. The candidate should enjoy working with analytically-based solutions requiring a significant degree of interaction with clients to ensure continual use of advisory services.

Position Responsibilities

The Marketing Sciences/Operations/Managed Markets Director, Service Management will have three distinct responsibilities:

Overall

This role is key to ensuring customer satisfaction and driving usage of TGaS’s advisory services. This individual will work closely with the Marketing Sciences, Managed Markets and Marketing Operations Directors and VPs to proactively engage clients. This position will be responsible for supporting the service levels needed to ensure TGaS business value with the clients and success will be demonstrated through ongoing customer retention or “rejoins.”

Advisory Services Lead (25%)

Work with Director, Management Advisor to ensure TGaS provide optimal value to clients from contracted Advisory Services:

(VHNs, Urgent Support, Action Plans Support)

• Proactively provide a flow of client deliverables through the advisory services process, including coordinating with the TGaS Analytics & Operations teams.
• Actively support achieving service quality levels for each client. Creates, maintains, and monitors the Advisory Service agreement. Work with practice leads to determine the appropriate amount of advisory service resources.
• Serve as a project manager for all client and TGaS Analytics & Operation teams and activities (VHNs, Urgent Support). Determine responsibilities and timing negotiate resources; provide to clients and TGaS teams an ongoing status of services, deliverables and projects.
• Improve and implement enhancements to the advisory services process.

Client Benchmark Engagements and Project (65%)

• In a “second seat role, participate in executing Benchmarks and Projects at client sites.
• Based upon participation in the various benchmarking solutions in the secondary role, the candidate will be expected to document unmet market needs and identify and support the development of enhancements to existing solutions consistent with TGaS’ core business model.
• Support and play a strong role in incorporating new data and insights into the benchmarks.

Product Development (10%)

• Capture key insights and data from the advisory services and review for implementation/enhancements in the benchmark services.
• Work closely with analytics and operation teams to ensure innovation developed by individual practice teams are implemented into the standard process when approved.
• Proactively model new outputs to increase the overall insights.
  

If you are interested in this position, please contact us at careers@tgas.com.

Other Current Openings:

Analyst