Job 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 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(TM) 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.

Role Overview

This position sits within the

GCSC

as part of Circana' Global Customer Success Team. The role focuses on supporting global customers on Circana's retailer/CPG/Media programs, products, and services. The key objective is to ensure prompt support, clear communication, and effective escalation management, driving customer satisfaction and operational efficiency. Success requires strong collaboration, analytical thinking, and leadership skills to coach team members and foster continuous improvement.

Job Responsibilities

Customer Success

Execute key tasks within the Global Client Service Centre, including data input, client communications, data investigations, user administration, and other retail client operational activities. Provide assistance with Unify reporting--covering assembly, delivery, operational queries, and technical troubleshooting to ensure seamless client experience. Help drive revenue growth by delivering high-quality service and accurate data, while consistently meeting team and individual inquiry targets. Excel in a fast-paced, dynamic environment by demonstrating speed, accuracy, and effective ticket management. Work closely with internal technical and commercial teams, ensuring clear communication and robust tracking to support client success. Contribute to product improvement initiatives through testing, feedback, and proactive communication with stakeholders.

Operational Efficiency

Promote and develop self-service resources to empower clients and reduce dependency on support. Identify opportunities to enhance Global Client Service Centre efficiency and implement practical solutions. Document and report successes regularly to maintain visibility and accountability.

Team Development

Act as an analyst and escalation point for team members, providing guidance and resolution expertise. Support small groups to develop expertise and drive key initiatives within the team. Assist in training and development of new employees to ensure smooth integration and performance. Collaborate with global team members to maintain consistency, cohesion, and best practices across regions.

Requirements

Bachelor's degree, preferably in Business or a related field. Proven experience working with data and performing data analysis. 2-3 years of experience in a Consumer-Packaged Goods (CPG) company or retail environment preferred. Strong verbal, written, and technical communication skills in English; proficiency in additional languages is a plus. Advanced proficiency in Microsoft Office (PowerPoint, Word, Excel). Experience with Salesforce, Jira, and/or other ticketing system Strong organisational skills. Knowledge of SaaS applications, Retailer/CPG programs, and AI systems is desirable. Ability to participate in weekend on-call support as part of a global rotation.

Circana Behaviors

Beyond technical skills, experience, and role-specific attributes, these shared behaviors are fundamental to our culture and success. We seek individuals who consistently demonstrate and champion these behaviors in their daily work:


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): South Africa, SA




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.



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