Global Client Listening Manager
Il y a 3 mois
**Company Description**
Mazars is an internationally integrated partnership, specialising in audit, accountancy, advisory, tax and legal services*. Operating in over 100 countries and territories around the world, we draw on the expertise of more than 50,000 professionals - 33,000+ in Mazars’ integrated partnership and 17,000+ via the Mazars North America Alliance - to assist clients of all sizes at every stage in their development.
- where permitted under applicable country laws.
An exciting opportunity has arisen for an individual with a proven track record in client feedback and/or client experience programmes.
The Global Client Listening Manager will further support Mazars’ established Global Client Listening Programme; be passionate about embedding a client service culture and demonstrating the value of listening to clients to support organisational change and client development.
Working alongside a small team of Marketing & BD colleagues, you will play an important role in driving, managing, and developing the Global Client Listening Programme at Mazars.
This strategic role will involve contact with partners and the firm’s management, ensuring that the voice of our clients enhances and shapes our firm strategy, and inform the business at global, regional, country, service line, sector and client segment levels. The role will also be responsible for analysing and sharing trends and insights regarding our clients’ experience of our service delivery, identifying actionable areas for improvement.
**About the team**
The current central team is composed of 25 international, engaged professionals, who develop global frameworks, policies, strategies, best practices and campaigns to be rolled out globally. We animate a global community of partners and professionals to ensure consistent brand communication as well as to roll out, internally and externally, high-quality, high-impact global marketing and communications initiatives that are relevant across multiple sectors and areas of expertise, in order to support our business strategy, develop our reputation and establish our brand as an international leading firm, as well as to help achieve successful transformation of our firm.
Our team is also tasked with the ultimate responsibility: transforming Mazars into a fully customer-centric organisation by embedding our clients’ feedback from the Client Listening Programme, amongst other sources.
**Role and responsibilities**
As the Global Client Listening Manager for Mazars, you will work closely with country marketing and communications teams and partners to embed client listening in all Mazars countries, as well as support participating countries to understand and act on what they are hearing from our clients. Your core mission will consist of driving and developing the global programme, and engaging with all countries to give guidance on how to use and tailor the resources to their markets, ensuring the programme is rolled out globally.
This will include:
- Managing and driving forward the global key Client Listening Programme across all countries.
- Developing an approach for conducting feedback conversations with key clients globally.
- Designing and delivering surveys, training and resources to support countries to participate in the Client Listening Programme.
- Lead ongoing data analysis via survey management, dashboard creation, reporting and distributing feedback.
- Analysing survey data to identify the drivers of client satisfaction and opportunities to improve customer experience.
- Help determine strategic areas of focus for Mazars based on data-led insights.
- Developing Executive-level reports and presentations on a monthly basis to share progress and key insights.
**Qualifications**
You will need a combination of interpersonal skills, leadership by influence and strong analytical skills to back up arguments with solid data to make sure we deliver the ultimate customer experience.
You will need to be practical, innovative, deeply analytical and transform insights into actions. If you are passionate about improving customer experience, have strong attention to detail and want to have a 360 view of the customer’s experience, this is the role for you.
- Minimum 5 years B2B marketing experience (preferably within professional services or financial services).
- Experience in managing client listening and/or client experience programmes, and relationships with key clients.
- Passion for delivering a market-leading experience to our clients.
- Strong analytical and research skills.
- Excellent project management skills with an ability to work autonomously.
- Excellent communication and interpersonal skills - English native or bilingual proficiency.
- Ability to build credibility at all levels, be a partners’ partner, with strong business acumen and provide added value.
- Experience of managing global programmes and working with a global marketing community in a modern, inclusive
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