TechEdge, a part of Kantar Media, is a leading global software house operating out of Denmark, Spain, Poland, the US, Australia, Singapore and beyond. Since our founding in 2000, we have grown rapidly to become the largest respondent-level media software provider in the industry, with a presence in over 70 markets across North and Latin America, Europe, the Middle East, Africa and Asia-Pacific.

Role description

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