Senior Director, Retail Client Service

Circana

1d•Remote

About The Position

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 growth—powered 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. We’re 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. 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 www.circana.com. What will you be doing? Being a Client Service Senior Director is more than servicing clients. We are client obsessed, liquid thinkers who move at a fast pace. Change is constant. We are bold with a point of view, we value being part of a successful business, and never complacent. We make a difference. Everyday. We build relationships based on integrity, trust, knowledge, and respect for every individual. We are problem solvers, innovators and dreamers. We challenge the status quo. Curiosity, accountability and positivity are key behaviors that are core in our team. We understand our client’s business and build long-lasting partnerships. We aim to exceed our client’s expectations. Our success is dependent upon an inclusive culture of team members committed to excellence. The Client Service Senior Director is a multifaceted leadership role responsible for service excellence, delivery execution, and maintaining a deep understanding of customer needs and technical requirements. This role demonstrates a strong commitment to client success by ensuring delivery of all client commitments, removing internal barriers to execution, monitoring client satisfaction and operational KPIs, providing clear and proactive communication, and consulting on new technical installations. Strong listening skills, executional excellence, technical acumen, and structured problem-solving are essential. This is a client facing role responsible for amplifying the voice of the customer and ensuring exceptional service delivery across two of Circana’s largest national grocery retailers. The Senior Director builds trusted relationships with senior client stakeholders, engages deeply in client business priorities, and ensures flawless execution of both adhoc and ongoing deliverables. As a leader, the Client Service Senior Director models ideal team behaviors by championing change, leading difficult conversations toward constructive outcomes, encouraging idea sharing, and effectively resolving conflict. The role leads a global team of Client Service and Operations professionals, establishes clear goals and KPIs, and drives disciplined execution through consistent use of Circana’s Daily Management System (DMS) and Leader Standard Work as part of the Complete Excellence framework. The Senior Director monitors performance, manages workflow strategically, identifies process improvement opportunities, and reinforces accountability, transparency, and continuous improvement, while providing structured feedback to upstream teams whose outputs are critical to successful client delivery. The role also includes regular engagement with manufacturer subscribers, review of operational and client facing metrics, and stewardship of high impact initiatives. This position works closely with cross-functional global partners and retail clients to validate complex datasets, deliver analytical solutions using best in class technology and manage strategic partnerships. The Senior Director serves as a subject matter expert in operational processes, client deliverables, and Point of Sale and Receipt Panel data, leveraging this expertise to inform insights, guide solution design, and ensure data integrity across all reporting outputs. The ideal candidate actively engages in client business priorities, leads the implementation of new solutions, and directs team execution accordingly. This role requires gathering and translating client requirements into clear documentation that supports the development, implementation, and delivery of analytical solutions. Strong analytical leadership is essential, including the ability to coach teams in interpreting and validating large, complex datasets (e.g., POS, receipt panel, and supply chain data) sourced from multiple retailer IT systems, while managing data cleansing, quality control, and daily reporting routines. The Senior Director is accountable for developing and leading high performing teams and ensuring timely, high quality client deliverables. Resource planning and workflow management are critical, requiring proactive adjustments to staffing and priorities to meet evolving business and client needs.

Requirements

Bachelor’s degree or equivalent practical experience.
Strong leadership skills; must be able to effectively lead internal teams, be approachable, and inspire trust
Outstanding verbal and written communication skills and professional etiquette
Ability to work in a fast-paced environment, be flexible and welcoming to change
Prompt decision maker and creative thinker, with excellent problem-solving skills
Demonstrate strong work ethic with calmness and composure in times of uncertainty
Keen operational skills; ability to recognize the opportunity for process improvement/standardization
Demonstrated expertise managing and enforcing processes, improvement initiatives, and compliance
Proven technical abilities, experience using Excel, and data management tools; Unify experience preferred
Ability to work across cultures and time zones with a strategic mindset
Demonstrated understanding of AI fundamentals, experience with Co-Pilot and automation tools preferred
Demonstrated expertise managing and enforcing processes, improvement initiatives, and compliance
Manages to budget, understands account financial dynamics, suggests ways to be more efficient
Travel as business need dictates (<10%); amount depending upon location of candidate
Flexibility of work schedule to cover night and weekend work when needed

Nice To Haves

Circana Behaviors: Stay Curious, Seek Clarity, Own the Outcome, Center on the Client, Be a Challenger, Champion Inclusivity, Commit to each other.

Responsibilities

Provide senior‑level leadership for complex client relationships, translating client needs and business opportunities into effective solutions.
Build and sustain long‑term client partnerships through deep strategic insight and strong executional leadership.
Collaborate cross‑functionally to ensure seamless delivery and alignment with client goals.
Lead global teams to deliver solutions accurately and on time, while driving ongoing improvements in data quality.
Own operational performance metrics and support Complete Excellence initiatives through disciplined use of Daily Management System (DMS) routines.
Lead continuous improvement and structured problem‑solving efforts to improve quality, efficiency, and delivery outcomes.
Identify opportunities to enhance client satisfaction through improved database reporting, executive‑level analysis, and technology-driven efficiencies.
Capture and translate project requirements into clear specifications to enable successful execution.
Drive efficiencies across teams to improve delivery excellence, productivity, cost effectiveness, and elimination of waste.
Act as a liaison with global teams and third‑party partners to ensure consistent, high‑quality client delivery.