Market Force Information LLC operates in the exciting and growing industry of customer experience management. Increasingly multi-location businesses such as retailers, restaurants, banks, hotels and others are differentiating themselves in hyper-competitive markets by focusing on and investing in the experience that they deliver to their customers. These brands need to understand what matters most to their customers, where they are not meeting expectations and what the financial ROI could be for various improvements that they might make in their businesses. That’s where Market Force comes in.

Market Force provides a host of measurement, analytics and reporting services that empower its clients to protect their brand’s reputation, delight customers, and grow their revenues. We serve over 200 clients globally and are looking for a Director of Client Strategy to join a team of client sales and service professionals here in North America to help us implement and drive customer experience solutions for our clients to enable business performance improvement. With offices across North America, Canada and Europe, joining us in this capacity will provide you with plenty of opportunities to do just that. We look for talented, collaborative, and creative team members who are passionately committed to helping our clients reach their goals. The ideal candidate will reside in the greater Atlanta area and operate primarily of our office in Norcross, GA.

The Director of Client Strategy will be a seasoned client sales and
service professional who will have responsibility for fostering relationships with
existing clients and consulting them to drive increases in customer
satisfaction and loyalty as well as financial performance within their
organization. These relationships should facilitate a strong understanding of
the company’s service offering and value proposition as well as contract
renewal and on-going growth of services and products leveraged by the client
organization. The role will require a unique blend of consulting, service support,
and sales acumen to protect and validate clients’ investment in the existing services
while also positioning Market Force to provide new products and services to drive
clients’ growth with the company. Overnight travel will be required for program results reviews and sales presentations at client offices. This position requires strategic consulting and selling skills, excellent active listening skills as well as a blend of customer service, business acumen and creativity. Also required are strong
time management skills and the ability to effectively interface at multiple
levels of a client marketing and operations organization, up to and including
c-level executives. This is an individual contributor role. This position is focused on existing clients and is compensated for serving and consulting on behalf of the company and its suite of solutions. These efforts should serve to i) protect and maintain existing client revenues, ii) build a sales revenue pipeline of new services and solutions that drive incremental revenue for the company within the client organization, and iii) consult on best practices so as to be seen as a thought leader for each client’s business.

In addition to those mentioned above, below please find a listing of the responsibilities of this position.

  • Develop subject matter expertise in each of the various customer experience management solutions that Market Force provides its clients.
  • Develop a complete understanding of a client organization’s structure, processes and personnel to move effectively within the organization to advance company initiatives as needed.
  • Foster working relationships within client organizations, from departmental leadership to senior c-level executives to ensure high-level visibility of the company and its value to the organization.
  • Fully understand clients’ business and operating environment for the purpose of proposing products and services that facilitate improvement in their business.
  • Discuss how the company’s suite of products and services can meet clients’ needs to ensure company profitability and growth requirements.
  • Ensure client needs, questions, inquiries, and objectives are clearly understood, interpreted, and communicated across the organization to achieve the required results.
  • Develop sales campaigns across each client portfolio to present new services and technologies that support client strategies and increase investment by each client with the company.
  • Participate in the development and execution of strategic business goals and objectives as they relate to clients and the future of the company.
  • Communicate the company value proposition to existing clients in a way that generates a powerful, positive and lasting impression leading to the adoption of best practices and investment growth with the company.
  • Conduct strategic presentations to client senior management to include industry trends, consumer insights, site-level developments, integration of data sources, new company solutions and services and working with company data scientists to develop and deliver appropriate analytical techniques.
  • Understand company operations and cost structure to ensure profitable revenue growth and client satisfaction within assigned client accounts.
  • Work with cross-functional team members to develop and execute contract renewal negotiation strategies to reduce churn or compression in client revenues.
  • Collaborate with account management, Solutions Managers, related personnel to ensure that services are rendered as contracted, on time and on budget.
  • Support and partner with new business sales team members in the initial onboarding and transition of new clients into the Market Force client portfolio.

The successful candidate will possess:

  • Bachelor’s Degree in a related field; or equivalent combination of education and experience.
  • 3-5 years’ experience maintaining and growing clients in one or more of the following industries: Restaurant & Hospitality, Retail, Drug & Grocery, Petroleum/Convenience, Banking & Financial Institutions, Service, and Manufacturing.
  • Previous experience calling on and working with c-level executives in client organizations.
  • Proficiency in consultative selling and service with a demonstrated track record of closing additional sales with existing clients in excess of no less than $500,000 per year.
  • Highly effective project management skills and demonstrated ability to work within matrixed organizations to drive results on behalf of clients.
  • Ability to build collaborative relationships, both internally and externally.
  • Previous market research and/or analysis background preferred, but not required.
  • Experience in managing and being responsible for a business unit or revenue base of $2M or greater
  • Proficiency in the use and application of MS Office Suite (Word, Excel, PowerPoint and Outlook) and sales contact software. The ability to provide examples of previous compelling PowerPoint presentations, analyses, or proposals will be a plus.

Market Force Information fosters an environment of energy, learning and growth. Along with offering competitive pay, we are excited to offer great employee benefits including:

  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Flexible Spending Accounts
  • Life Insurance
  • STD/ LTD
  • 401K

Market Force Information is an Equal Opportunity Employer

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status.

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