Key Performance Areas
People Management

To lead and manage a team of Client Partner by defining and directing activities, monitoring performance, and developing staff to ensure that the desired client outcomes are achieved on an ongoing basis at the required professional standard as set by company .
To drive the company culture throughout the team to ensure that they live according to the company values and uphold the professional reputation of the business at all times

Client Relationship Management and Retention

Achieve account growth and retention targets by delivering exceptional client service and managing client account relationships.
Proactively build and maintain relationships with internal and external stakeholders to improve project efficiency, secure renewals, and increase cross‑sell opportunities

Budget & Reporting

To ensure projects are delivered within the allocated budgets while maintaining the profit margin agreed upon with the client.
This entails providing accurate input into costings, effectively managing allocated billable hours across the team, optimizing resource productivity, and upholding quality standards to minimize rework and maximize profitability.

Client Delivery

To effectively manage the execution of multiple research/ benchmarking projects by taking overall accountability for the premium experience including:
Understanding the client’s needs.
Scoping and conceptualizing the solution; together with internal and external stakeholders to ensure overall profitability of work delivered by the team
Ensure the client’s desired expectations are met/exceeded within the agreed timeframe and budget, thereby guaranteeing client satisfaction and key account growth for the business

Data Integrity

To take responsibility for the overall integrity of report outputs moving through the team thereby ensuring superior quality of outputs and achieving the client's needs

Professional Expertise

To liaise and provide ongoing expert advice to all stakeholders (internally & externally), thereby ensuring the business provides an integrated and efficient service to all our clients resulting in consistent profitability and growth.
In collaboration with the Commercial & PMO Team, prepare and present proposals, reports, and quarterly business reviews for key accounts, ensuring compliance with the brand, quality standards and scope of the allocated projects.

 
Standardised Product Delivery

Execute projects consistently to approved standards and methodologies while controlling costs and preserving agreed profit margins to enable scalable, high-quality delivery.

Continuous Modernization

Champion and implement cutting‑edge research innovations—including AI, automation, tools and methodologies—to improve efficiency, accuracy and insight quality of client outputs, aligned with company  strategic priorities.