Director, Client Engagement

Longwoods International is a leader in the travel and tourism research field with over 43 years of experience in market research as a market research consultancy, Longwoods International is a respected leader in visitor, image, sentiment, brand strategy and ROI research. With headquarters in Columbus, Ohio and Toronto, Ontario, and with offices in Idaho, Illinois, Indiana, Michigan, New York, and Wisconsin, Longwoods conducts strategic market research for public- and private-sector clients throughout North America, Europe and the Pacific Rim. 

To learn more about Longwoods International please visit our website: http://longwoods-intl.com

The Director, Client Engagement position at Longwoods International is an essential management role within our Client Engagement team overseeing both the ongoing relationship with their assigned clients and the execution/delivery of their projects. This position plays a critical role in our ongoing ability to be the “gold standard” in our field as we strive to exceed customer expectations. The Director, Client Engagement reports directly to the Vice President, Client Engagement. 

The Director, Client Engagement is responsible for ensuring positive client experiences throughout the lifecycle of projects. This role also assists the Vice President in the management of subordinate team members at the discretion of the Vice President. This position is active on project teams related to improving internal processes, customer service, sales, marketing, and product development wherever needed.  Retaining and developing new business from both current and new clients will be a major part of this role while upholding internal standards for client engagement. This will be accomplished utilizing honed client and project management skills and maintaining a deep understanding of the needs of clients, and continuous improvement for client satisfaction. In addition, this position also serves as a brand ambassador and is actively engaged with the industry via participation at conference, events, and professional organizations as assigned.

Key Areas of Responsibility:

1.    Client Services/Customer Success:  

You will serve as a liaison for the internal Longwoods team and our clients by developing a deep understanding of the clients’ needs and usage of research and data by managing select client relationships directly. You will guide clients through the Longwoods data and deliverables and help them apply and see value in the research.  

a.     Will directly manage assigned projects and client expectations. 

b.     Act as a liaison for the internal Longwoods team and our clients by developing a deep understanding of the clients’ needs and usage of research and data by managing assigned client relationships and projects directly. 

c.     Guide clients through the Longwoods data and deliverables and help them apply and see value in the research.  

d.     Develop a deep understanding of the clients’ needs and usage of research and data sources

e.     Assists the Vice President to help ensure the seamless interaction/engagement between Production and Client-facing teams.

f.      Provides regular status updates to the Vice President and participates in “Pipeline” meetings.

2.    Business Retention/Development:  

You will be responsible for the retention of existing assigned clients. You will oversee the completion and delivery of assigned client deliverables and projects to guarantee quality and an on-time delivery with support from our internal production team.  You will serve as a brand ambassador for Longwoods International via attendance at occasional key industry gatherings and speaking appearances, along with service in professional organizations, and other duties as assigned.

a.     This position is also responsible for the retention of assigned existing clients as well their development into additional Longwoods products/services over time. 

b.     Manage the completion and delivery of assigned client deliverables and projects to guarantee quality and an on-time delivery with support from our internal production team. 

c.     Work to attain retention goals and strategies set by and with the approval of the Vice President.

d.     Occasionally assist New Business Development team members in new business pitches/presentations if needed.  

e.     You will serve as a brand ambassador for Longwoods International via attendance at occasional key industry gatherings and speaking appearances, service in professional organizations, etc., and other duties as assigned.

Experience:

• Minimum five years of management and leadership responsibilities
• Minimum five years of experience working with quantitative research
• Qualitative experience a plus, but not required
• Five or more years of client management experience
• Experience in tourism or the travel industry a plus

Education:

·      Bachelor’s degree (required), Advanced degree preferred in related research fields of statistics, psychology, analytics, etc…

·      Master’s degree (preferred)

Ideal Candidate will have the following skills:

·       Proven understanding of market research and its applications

·       Strong client management and retention skills

·       A desire to meet/exceed customer expectations

·       Good public speaking and presentation skills

·       Quick learner with the ability to work both independently and collaboratively 

·       Ability to multi-task and work effectively in a fast-paced environment 

·       Excellent attention to detail and organizational skills 

·       Strong Microsoft Office skills with a focus on Excel and PowerPoint

·       Strong communication, listening, and writing skills 

·       Data and statistical knowledge 

·       Familiarity with Wrike, and Salesforce a plus 

·       Knowledge of/experience in the travel & tourism industry preferred

Job type: Full-time

Location: Columbus, Ohio or remote

Work authorization:

·      United States (required)