Associate Director, Client Success

Summary

Join Mintel as an Associate Director and lead the Client Success team in China, overseeing the execution of the Mintel service model across all CPG client verticals. You will be responsible for the team's performance, client satisfaction, and the delivery of Mintel's data and insights to support client business goals. This role requires strong leadership, analytical, and communication skills, along with experience in B2B research and team management. You will collaborate with commercial leaders and the account management team to ensure resource alignment and maximize client success. Mintel offers a supportive culture, flexible work arrangements, and various employee benefits.

Requirements

• 8+ years’ experience gained in a B2B environment working with research applications for various industries and job roles
• A track record of delivering value to complex clients with large employee bases, an understanding of value drivers in recurring revenue business models, and a passion for driving revenue and growth
• Proven experience in team management: has the ability to prioritize work and manage the team members' progress, offering support and guidance as needed
• Highly developed analytical skills, able to interpret a wealth of information from Mintel’s suite of products to build compelling stories with a commercial conclusion that will help drive our client’s business forward (Mintel product training will be provided)
• Project Management experience, managing projects from inception to evaluation and recommendations
• An approachable, collaborative style to create opportunities for groups to work together
• Flexibility to travel regularly within APAC to meet with clients and attend trade events once business travel resumes
• A proven ability to identify potential problems and provide pragmatic solutions
• Advanced standard in the use of Microsoft Excel, PowerPoint, Word, and Salesforce
• Professional competency in Mandarin and English to assist clients across APAC

Responsibilities

• Maintain and continue to grow Mintel’s industry-leading client satisfaction and retention rates
• Be responsible for the recruitment, performance reviews, motivation, and coaching of the Client Success team across China
• Ensure team members are creating and delivering according to the client service plan requirements to drive retention and growth goals
• Lead the Client Success team to uncover and activate against client business objectives, showcasing the value of Mintel solutions at every interaction, and at scale
• Priorities, delegate, and QC client work, including short-term, reactive requests and also longer-term proactive work targeted to achieve our client’s business goals
• Depending on tier and complexity, deliver, delegate, or supervise the following activities to your team: Responses to client briefs and prepare analysis, customize presentations, and brings data to life using Mintel tools and syndicated content
• Presentations to clients across a variety of formats to deliver insightful, thought-provoking analysis
• Encourage your team to follow up on all client interactions to understand how the Mintel service model has supported the client and delivered value, and ensure your team is efficiently logging all client interactions and activities on our CRM system
• Collate detailed feedback following client projects and engagement to support the commercial goals of both the Account Management team and the New Business Team
• Support the new business team on significant opportunities by demonstrating to prospective clients the application and value of Mintel
• Educate internal audiences on new, valuable client use cases and act 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
• Proactively contribute to the development, delivery, and measurement of the China client success strategy

Preferred Qualifications

Having the right attitude; based on enthusiasm, ambition, and a positive outlook, should all be characteristics you cherish and display

Benefits

• A culture that supports true collaboration whilst embracing remote working
• Flexi-time working hours (start working between 8:00 am and 10:00 am)
• Blended (office/home) approach to work
• Approach to personal development where we encourage individuals to grow and share what they’ve learned
• Social events, both within the department and across the company
• Generous annual leave and wider circle employee benefits
• Additional one day off to celebrate your birthday
• Membership in Employee Resource Groups (Mintel Diversity, Mintel Wellness, and Mintel Gives)
• Giving back is part of our culture with this in mind, Mintel gives employees 2 days' leave per year to join local volunteering activities organised by our Mintel Gives (where applicable)
• Mental health and wellbeing support via Modern Health App and Employee Assistance Programme
• Beautifully designed offices to foster collaboration and fun