Circana

Compensation

Full Description

Let's be unstoppable together! 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 while working in an environment that is flexible and accommodating to our work and personal lives. We have a global commitment to diversity, equity, and inclusion as we believe in the undeniable strength that diversity brings to our business, employees, clients, and communities. 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. About the Role We are seeking a visionary, execution-driven senior leader to design, pilot, and scale a world-class B2B client service organization serving Circana's enterprise clients globally. This role will define the client service strategy, operating model, organizational design, workflow management, and enabling technology ecosystem that deliver consistent, high-quality, and differentiated client experiences across the full client lifecycle. The successful candidate will bring modern, best-in-class client service and customer success thinking from complex B2B environments (e.g., enterprise technology, SaaS, financial services, insurance, or business process outsourcing) and apply those principles to Circana's servicing approach. This role is accountable for shaping how Circana services its clients today and building a scalable model for the future. Success in the role includes • Measurable improvements in client satisfaction, service quality, and consistency while doing so with a more efficient financial model • A clearly defined, scalable client service operating model that grows with the business • Strong team engagement, performance, and leadership depth across service teams • Improved operational metrics including response time, resolution time, throughput, and accuracy • Tight cross-functional alignment resulting in a seamless, frictionless client experience end-to-end. Key Responsibilities • Strategy Development: Define the long-term vision, guiding principles, and operating framework that aligns with Circana's mission, delivering a highly effective global B2B client service organization • Organization Design: Lead the clean-sheet design of the future client service organization, including centralized versus decentralized models, dedicated client teams versus pooled resources, role clarity, governance, and reporting structures • Client Experience Standards: Develop and implement a comprehensive framework for service delivery with established SLAs and KPI's, conduct market research to inform competitive advantage and commercial viability of the framework. • Operational Excellence: Design and implement standardized processes, playbooks, and workflows across onboarding, ongoing service, issue management, and lifecycle support; drive continuous improvement through data and root-cause analysis. • Technology Enablement: Partner with Technology teams to optimize and evolve the client service technology ecosystem, including CRM platforms (e.g. Microsoft Dynamics), case management, knowledge management, automation, analytics, and self-service capabilities. Introduce AI-enabled and proactive service models where appropriate. • Cross-Functional Collaboration: Work closely with Product, Sales, Engineering, and Operations to ensure seamless client onboarding, support, and lifecycle management. Act as a senior advocate for the voice of the client in strategic and operational decisions. • Change Leadership: Lead change management efforts associated with new systems, processes, capabilities, and organizational models to drive adoption and sustained impact. Requirements • 10+ years of progressive leadership experience in dedicated client service, customer success, support operations, or enterprise services within complex B2B environments • Proven experience leading large-scale service transformations, operating model redesigns, or capability buildouts in world -class B2B client service companies • Strong background in service design, operational excellence, and process optimization • Hands-on experience with technology-enabled service delivery, including CRM platforms, analytics, automation, and workflow tools • Demonstrated ability to influence and align senior stakeholders across functions and regions • Executive presence with strong strategic thinking paired with a willingness to engage in execution details • Experience operating in global, matrixed organizations Circana Behaviors As well as the technical skills, experience and attributes that are required for the role, our shared behaviors sit at the core of our organization. Therefore, we always look for people who can continuously champion these behaviors throughout the business within their day-to-day role: • 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): Remote United States 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. The below range reflects the range of possible compensation for this role at the time of this posting. We may ultimately pay more or less than the posted range. This range may be modified in the future. An employee's position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs. The range for this role is $170,000-$200,000. This job is also eligible for bonus pay. We offer a comprehensive package of benefits including [paid time off, medical/dental/vision insurance and 401(k)] to eligible employees. An offer of employment may be conditional upon successful completion of a background check in accordance with local legislation and our candidate privacy notice. Your current employer will not be contacted without your permission. 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. The anticipated application deadline for this position is approximately 2/4/2026. Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.