Apply: Planet Retail RNG - Client Engagement Specialist - London

Planet Retail RNG is an independent research and advisory firm trusted by the leading global retailers and 45,000 CPG, technology and retail professionals worldwide. Through a combination of research and data, bespoke advisory and executive education we provide leaders with the expertise, network and confidence to shape the future of retail. 

We are an expert, growing company that drives strategic change in the retail and consumer goods industries with clients that include Walmart, Coca Cola, Mars and Unilever and many of the world’s largest consumer brands. Our Client Engagement team play an important role in that change by helping our customers get maximum value from our research and recommendations.
 
Purpose of role:
The Client Engagement Specialist will be based in Holborn, central London and will be the ‘face of Planet Retail RNG’ for their customers across Europe. You will be part of a team of six based in London, Frankfurt and Boston. This team is responsible for helping the users of our online portals make the most of the reports, data and analyst services we offer. This might include demographic changes in major cities, economic data, how supermarkets are responding to discounters like Aldi or how Amazon is changing the retail landscape.
 
This role is focused on helping our professional services and retail technology clients in EMEA who ask regular questions about our economic data and retailer forecasts. You will work closely with an Account Manager who is responsible for retaining and growing the accounts.
 
Career progression:
This is a great opportunity to get client-facing experience in an industry that is rapidly changing and the demand for relevant, useful information and advice is increasing.
 
We will offer full training that will include an introduction to the retail industry and how it’s changing, introductions to our eCommerce and retail experts, Salesforce CRM training, how to start conversations and questions designed to find the best way to help a customer. You will sit by an experienced Customer Engagement Manager and Account Manager.
 
Future opportunities could include progression within Client Services or a career in retail strategy, professional services, retail analysis, sales or account management.
 
 Responsibilities:

• Onboard clients to ensure they get the best first impressions of our business and understand how to use our portal.
• Deliver training to new and existing users of our services.
• Hold regular engagement calls with clients to find out about their business challenges, discuss retail trends, share relevant research and connect them with analysts.
• During these calls you will look out for challenges and needs that are not being met by our research but could be met through one-off advisory projects. You would pass these on as leads to account managers.
• Answer inbound questions from clients related to retail trends or requests for data.
• Track usage to ensure that all subscriptions are being utilised to the highest level – where there is a lack of usage you will drive usage with a mix of phone work and emails.
• Provide feedback on client priority initiatives to product development and content teams.

Skills and Experience
Essential

• Degree educated or equivalent
• Excellent telephone manner and ability to build rapport quickly
• Excellent PC skills with all MS Office applications
• Excellent organisational skills and ability to manage time effectively in order to deal with an international client base

Desired

• Experience of working in a client-facing service or sales role
• Have experience in using CRM system preferably Salesforce.com in previous role
• Previous experience in a business to business telephone sales role or client services role.
• Previous experience in FMCG / Retail Industry / Business Information would be advantageous.
• Economics qualifications.

Language 

• Fluent English written and oral skills, French would be advantageous or another European language but not essential.