EMEA Client Service Director

Lets be unstoppable together!

Circana is a leading provider of technology AI and data solutions for consumer packaged goods companies manufacturers and retailers. Our predictive analytics and Liquid Data platform help clients measure market share uncover consumer behavior and drive growthpowered by six decades of expertise and an expansive high-quality data set.

At Circana we are fueled by our passion for continuous learning and growth we seek and share feedback freely and we celebrate victories both big and small in an environment that is flexible and accommodating to our work and personal lives.â Were a global company dedicated to fostering inclusivity and belonging. We value and celebrate the unique experiences cultures and viewpoints that each individual brings. By embracing a wide range of backgrounds skills expertise and beyond we create a stronger more innovative environment for our employees clients and communities. With us you can always bring your full self to work.â Join our inclusive committed team to be a challenger own outcomes and stay curious together. Circana is proud to be Certified by Great Place To Work. This prestigious award is based entirely on what current employees say about their experience working at Circana. Learn more at .

Role Overview

The Department Director is responsible for leading a team dedicated to managing all inquiries related to data elements raised by internal and external clients. This includes receiving investigating and resolving data issues as well as collaborating across multiple operational and product teams to ensure timely and accurate resolution.

The role also involves maintaining and strengthening direct relationships with external clients to ensure effective two-way communication while serving as an internal interface to Operations when required. Responsibilities span two primary areas of interaction: External Client Engagement and Internal Cross Functional Collaboration alongside significant team leadership responsibilities

Job Responsibilities

1. External Responsibilities

• Build strong trusted and long-term relationships with clients acting as their primary point of contact for data inquiries operational activities methodology and category enhancements.
• Address troubleshooting resolve and communicate data quality issues often involving complex or sensitive situations independently or in collaboration with other teams.
• Prepare clear written and verbal communications that explain issues findings resolutions and impacts to external stakeholders.
• Proactively inform clients of data changes resulting from upgrades or launches prior to release.
• Maintain a strong understanding of key industry categories to effectively support client interaction.
• Collect client suggestions and represent enhancement needs in internal discussions.
• Attend client meetings as needed People leadership responsibilities (if applicable).

1. Internal Responsibilities

• Build trusted working relationships with Practice Leads Commercial Teams Operations and Product.
• Collaborate effectively with Operations Client Service Operations Commercial Product Research Science and supporting functions to ensure complete inquiry resolution and communication.
• Identify trends and patterns in client inquiries that may inform improvements in internal processes.
• Maintain clear detailed communication with the Commercial team regarding all client interactionsboth reactive and proactive.

1. Team Leadership & Management

• Ensure adequate resource allocation and team capacity to meet client needs.
• Promote best practices in the design and delivery of client solutions.
• Ensure that proposed solutions support both internal team efficiency and client satisfaction.
• Build trust and credibility with clients through strong leadership consistent delivery and highâquality service.
• Foster a culture of collaboration operational excellence accountability and client focus.

Requirements

Required Experience

• 5 years of experience in client-facing roles within data operations analytics insights or technical customer service environments.

• Proven experience leading teams ideally within data inquiry management operations or client service functions.
• Strong background in problem-solving and issue resolution within complex or sensitive data environments.
• Experience working collaboratively with cross-functional areas such as Product Operations Commercial or Research Science.
• Demonstrated ability to manage direct client relationships and explain technical or methodological topics to nonâtechnical audiences.
• Experience with process improvement and identifying patterns or efficiencies in operational workflows.
• Background in environments with structured data governance quality control or data delivery processes is a strong plus.

Technical & Analytical Skills

• Strong understanding of data structures data quality concepts and inquiry management workflows.
• Ability to investigate and interpret complex data issues and communicate clear resolutions.
• Proficiency in learning and navigating internal data systems and operational processes.
• Strong analytical mindset with the ability to identify trends root causes and opportunities.

Communication Skills

• Excellent written and verbal communication skills capable of simplifying complex topics for different audiences.
• Ability to communicate confidently with clients senior leaders and internal technical teams.
• Skilled in managing sensitive client communications with professionalism.

Leadership & Management

• Demonstrated ability to lead mentor and develop highâperforming teams.
• Strong planning prioritization and resource management capabilities.
• Ability to build trust inspire credibility and drive a collaborative client-focused culture.
• Strategic thinker capable of contributing to departmental direction and longâterm planning.

Client Relationship Skills

• Strong relationship-building skills with a customer-centric approach.
• Ability to navigate challenging client situations with diplomacy and sound judgment.
• Experience serving as the primary point of contact for key accounts.

Soft Skills

• Highly proactive with a continuous improvement mindset.
• Strong organizational skills and high attention to detail.
• Comfortable managing ambiguity and working independently.
• Ability to thrive in fast-paced and dynamic environments.
• Strong ability to manage resilience and stress in highâpressure environments

Circana Behaviors

Beyond technical skills experience and role-specific attributes these shared behaviors are fundamental to our culture and success. We seek individuals who consistently demonstrate and champion these behaviors in their daily work:

• Stay Curious: Being hungry to learn and grow always asking the big questions.
• Seek Clarity: Embracing complexity to create clarity and inspire action.
• Own the Outcome: Being accountable for decisions and taking ownership of our choices.
• Center on the Client: Relentlessly adding value for our customers.
• Be a Challenger: Never complacent always striving for continuous improvement.
• Champion Inclusivity: Fostering trust in relationships engaging with empathy respect and integrity.
• Commit to each other: Contributing to making Circana a great place to work for everyone.

Location: This position can be located in the following area(s): Madrid Spain (Hybrid model with 1-2 days in the office)

Commitment to diversity fairness and equality

Circana in Spain is an equal opportunity employer and prides itself on providing equal employment opportunities to all job seekers. We are actively committed to ensuring that no person is discriminated against based on age disability gender reassignment marital or marital status pregnancy and maternity/paternity race religion or belief sex or sexual orientation. Fairness and diversity are at the heart of our recruitment policy because we believe they encourage creativity and efficiency which in turn increases performance and productivity. Therefore all other things being equal in terms of qualifications and competencies for the position the candidate of the under-represented sex at that level will have access to the position. We strive to reflect on the society in which we live while maintaining the image of our clients.

You can apply for this role through the Circana careers website or Intranet site for internal candidates. This role is subject to AI-assisted screening. Circana uses artificial intelligence (AI) to assess resumes for alignment with job requirements by helping locate details in resumes that relate to the job description.

Prospective candidates may be asked to consent to background checks (in accordance with local legislation and our candidate privacy notice ) Your current employer will not be contacted without your permission.

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Required Experience:

Director