operations manager Manchester, England
Job description
What we do
Vypr is a Private Equity/Venture Capital backed SaaS business providing a market-leading product intelligence platform. We are on an exciting journey to be known around the globe for providing reliable consumer data. Our predictive data validation platform enables manufacturers and retailers to understand what their customers want to see on shelves. This helps reduce the time and costs spent developing new products, which makes for better products, faster.
About this role
Following internal training, you will become one of the ‘Vypr platform experts’ in the Company. Working in the Customer Growth Team, you will train and support clients to become their own expert in using our platform. You will work closely with the Customer Growth Partners to manage projects, which includes producing research methodologies from client briefs and producing simple reports. In addition, you will respond to customer queries that come through our helpdesk, advising customers on how to get the most from the platform.
Your ability to support customers, develop relationships and build rapport is critical for this role to be a success. You will be present in customer meetings and handle customer queries via phone or email. Presentation skills and the ability to explain our product in a simple and clear way to a variety of external stakeholders is also essential. You will also have a good understanding of Microsoft Office 365, including basic Excel skills (sorting, charts, tables etc) along with PowerPoint skills. The ideal candidate has experience in FMCG manufacturing/retail. Commercial experience is desirable.
What you will do
- Understand customer briefs and needs and turning them into a research methodology using the Vypr platform and questions type.
- Provide on-going support for specific customers to help embed Vypr into their business.
- Support our Vypr Customer Growth Partners with the on-boarding of new customers onto the platform and day to day activities.
- Overall responsibility of the Customer Helpdesk, meeting KPIs and responding to queries in a timely manner as the first line of support.
- To identify and contact non-users from existing clients and introduce them to the Vypr platform
- Work alongside the Product team to identify bugs and feature requests.
- Be confident and skilled in Excel, running our Brandtracker for customers and support with reporting.
- Inform customers of new features and promote good usage of the platform.
- Conduct all admin and other tasks reasonably associated with the role that support the team.
- Assist the onboarding of new employees at Vypr.
- Create credible relationships with your customers and ensure they see Vypr as the first port of call for all research questions related to the NPD (new product development) process with the aim of increasing their use on the platform
What does success look like
- 4 Customer quotes pa
- >10% Increase in number of customer users (for specific accounts)
- Completion of Brandtrackers as per agreed timings – 90%
- First response time is >90% less than 1 hour
- Time to close is >90% closed within 48 hours
- Helpdesk satisfaction score >70% 5 out of 5
What you'll bring
- At least one year’s experience in a relevant role including FMCG, supplier or data
- Experience in writing or implementing research briefs (either from the client side or the research side. A good understanding of writing research questions is essential)
- Experience in analysing and interpreting results
- Exceptional presentation skills
- Excellent at building and developing relationships
- Strong verbal and written communication skills
- Passion for helping people
- Willingness to learn essential
- Tech savvy and confident using Excel and PowerPoint
What we offer
We have a culture where people can make their mark. Where passion, curiosity and innovation thrive. We reward those who take responsibility and contribute to driving us forward. We attract and develop those with talent.
We live our values of: Agility, Candid & Caring, Empowered to Succeed, High Performing - Passionate People.
Our benefits are:
- Hybrid working (2 days in the office)
- Enhanced annual leave
- Access to a global benefits and reward platform
- Access to Well-being support, including an Employee Assistance Programmes
- Life Assurance
- Day off on your birthday
Job Type: Permanent
Benefits:
- Additional leave
- Life insurance
- Referral programme
- Work from home
Schedule:
- Monday to Friday
Work authorisation:
- United Kingdom (required)
Work Location: Hybrid remote in Manchester
