Kantar Media is a global leader in data, insights, and consulting services, specialising in media measurement, audience analysis, and advertising effectiveness. As people increasingly move across channels and platforms, our data and audience measurement, targeting, analytics and advertising intelligence services unlock insights to inform powerful decision-making. We help brands, agencies, and media owners navigate the complex world of media and advertising through cutting-edge technology and deep expertise. Our presence in over 80 countries and innovative approach has earned us a global reputation for delivering actionable insights that shape the future of the media landscape.

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Job Details

We are seeking a strategic and client-centric Head of Client Service to lead our newly formed global client service function. This role is instrumental in shaping the end-to-end client experience across all markets, driving excellence in onboarding, account management, and long-term client success. The ideal candidate will be a passionate advocate for our clients, ensuring their needs are met with precision, innovation, and care.

As Head of Client Service, you will be responsible for building and scaling a high-performing team, developing global service strategies, and collaborating across departments to deliver a seamless and unified client journey. You will play a key role in supporting market expansion, enhancing our client portal, and driving product innovation through close engagement with clients and partners.

Responsibilities / Tasks

Client Strategy & Leadership

• Define and implement a global client service strategy that supports growth and retention.

• Build , lead, and mentor a cross-functional client service team of 5 across multiple regions.

• Serve as the central point of contact for client experience, ensuring consistency and excellence across all touchpoints.

• Support RFPs, tenders, and proposal development jointly with our Business Development and sales team.

Client Engagement & Succes

• Oversee onboarding of trialists and new clients, ensuring smooth transitions and early value realization.

• Drive proactive account management and client success initiatives to maximize satisfaction and lifetime value.

• Encourage collaboration with larger accounts and ensure they feel valued as part of our journey.

• Champion client feedback and insights to inform product development and service innovation.

• Promote, develop, and sustain our Client Portal to provide clients and users with enhanced value and efficient self-service capabilities.

Operational Excellence

• Establish KPIs and reporting frameworks to monitor client satisfaction, team performance, and service impact.

• Establish KPIs and reporting frameworks to monitor client satisfaction, team performance, and service impact.

• Drive proactive account management and client success initiatives to maximize satisfaction and lifetime value.

• Respond swiftly to client signals and internal opportunities to generate commercial momentum.

• Explore new service opportunities in partnership with our Global Business Development team.

Presentation & Communication

• Responsible for overseeing product manuals and managing communications on the Client Portal.

• Synthesize complex data and technical concepts into clear, business-friendly narratives.

• Contribute to roadmap planning and feature prioritization based on client and industry feedback.

Cross-Functional Collaboration

• Partner with Sales, Business Development, Research, and First Line Support to deliver a unified and high-impact client journey.

• Collaborate with Product and Engineering teams to evolve our client portal and co-develop solutions with clients.

• Support market entry and expansion efforts by localizing service methodologies and ensuring operational readiness.

• Collaborate with Operations to ensure a smooth, efficient client installation process.

• Support global initiatives while maintaining a strong focus on local market dynamics.

Qualifications:

• Proven track record in leading global client service teams, ideally within media, tech, or audience measurement sectors.

•  Deep understanding of audience measurement methodologies and software platforms.

• Demonstrated success in building scalable service models and client-facing operations.

• Strategic thinker with a hands-on approach and a passion for delivering client value.

• Exceptional communication and stakeholder management skills.

• Comfortable operating in complex, multicultural environments with a global mindset.

• Ability to learn quickly and adapt to new technologies and industry trends.

• Experience in media, TV, or advertising technology is a plus, but not required.

Profile / Skills

• Naturally curious and eager to learn.

• Empathetic and client-obsessed, with a natural drive to solve problems and exceed expectations.

• Energized by building teams, systems, and processes from the ground up.

• Comfortable working in a fast-paced, evolving environment.

• Strong analytical mindset with attention to detail.

• Collaborative and proactive in driving initiatives forward.

• Embraces a global mindset and thrives in a multicultural, cross-regional environment.

Kantar Media’s How We Win plan – core values for our employees and teams

• We are fiercely independent but humble and good enough to get better

• We clear the fog and look around the corner

• We come prepared and care for how we show up

• We are impatient – we move fast and turn problems into possibilities

• We work and win together – swim lanes, not silos

Country

Why join Kantar Media?

We pride ourselves on understanding people, and what makes us think and act the way we do.

And because we know people, we like to make sure our own people are being looked after as well. Equality of opportunity for everyone is our highest priority and we support our colleagues to work in a way that supports their health and wellbeing. While we encourage teams to spend part of their working week in the office, we understand no one size fits all; our approach is flexible to ensure everybody feels included, accepted, and that we can win together. We’re dedicated to creating an inclusive culture and value the diversity of our people, clients, suppliers and communities, and we encourage applications from all backgrounds and sections of society. Even if you feel like you’re not an exact match, we’d love to receive your application and talk to you about this job or others at Kantar Media.