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Manager, Application Maintenance and Support

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KantarSaint Paul, MN
Full-time
  • Our clients, consumer packaged goods companies (CPGs), are hunting for growth.
  • CPGs spend significant trade promotion resources with their trading partners to influence shoppers to spend more on their brands at retail.
  • In turn CPGs need supplier partners who can help them effectively manage and optimize their trade resources to drive growth.
  • Kantar Trade Optimization (KTO) helps our CPG clients unlock growth by enabling better trade promotion decisions through its cloud-based trade promotion management (TPM) and trade promotion optimization (TPO) solutions and related services.
  • KTO continues to deliver double digit top-line growth, most recently driven by expansion in North America.
  • We continue to invest in our business to ensure continued growth.
  • This growth had led to all the ups and downs of a growing business that needs to secure an increasing number of new clients, and also needs to operate in new ways to meet the evolving needs and demands of these clients.
  • This requires KTO to continuously evolve and improve its offerings, technology, capabilities, people, and ways of working.
  • It is a challenging, exciting time at KTO, particularly as we build the North American business.
  • KTO is headquartered in Bologna Italy, with offices in London UK, Paris FR and Norwalk CT. A few years ago, KTO (formerly XTel) was acquired by Kantar and is now part of Kantar Consulting (a specialist growth consultancy), which is part of Kantar (the world's leading data, insights and consulting company) which helps clients understand people and inspire growth.
  • Bain Capital is the majority owner of Kantar, and KTO is one of the Kantar businesses that Bain is looking to for growth.
  • - Lead teams to meet or exceed service KPIs while resolving software issues logged through our ticketing system, JIRA.
  • - Manage solution support team of Function, Technical, and BI resources across multiple sites
  • - Along with Client Partners, own overall profitability of the AMS Service and act as key Kantar representative / escalation point for critical customer solution issues along
  • - Work with Service Director to ensure teams are staffed with appropriate capacity and capability
  • - Positively impact perceived quality of support by driving development, improving effectiveness, and increasing efficiency of service delivery teams through achievement of operating metrics/KPIs; conducting structured and active engagement with employees; and post-mortem reviews to implement best-practices
  • - 5+ years' experience leading decentralized software support service teams
  • - Experience working with complex, multi-national customers
  • - Familiarity with ITIL Service Management, enterprise architecture, and the ability to learn the inner workings of complex systems.
  • - Deep understanding of CPG commercial processes (trade promotions, sales agreement, sales force automation, incentives management, retail execution), drivers, and best practices
  • - Proven track record of managing stakeholders and cross-team collaboration
  • - Superior organizational, negotiation, and communication skills
  • - High level of energy and personal drive; acts with a sense of urgency
  • - Bachelor's Degree or related field experience; advanced degree preferred
  • At Kantar we have an integrated way of rewarding our people based around a simple, clear and consistent set of principles.
  • Our approach helps to ensure we are market competitive and also to support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.
  • We go beyond the obvious, using intelligence, passion and creativity to inspire new thinking and shape the world we live in.
  • Apply for a career that's out of the ordinary and join us.
  • At Kantar, the diversity of our employees provides a richer environment for our employees and broader depth and breadth of thinking for our clients.
  • Kantar is committed to inclusion and diversity, therefore we welcome applications from all sections of society and do not discriminate on the basis of age, race, religion, gender, pregnancy, sexual orientation, gender identity, disability, marital status or any other legally protected characteristics.
  • PRIVACY DISCLOSURE: Please note that by applying to this opportunity you consent to the personal data you provide to us to be processed and retained by The Kantar Group Limited ("Kantar").
  • Your details will be kept on our Internal ATS (Applicant Tracking System) for as long as is necessary for the purposes of recruitment, which may include your details being shared with the hiring manager(s) and for consideration for potential future opportunities by Kantar and its affiliate Kantar group companies.
  • For full details of our privacy policy please visit www.
  • Norwalk, MerrittUnited States of America
  • Our approach helps to ensure we are market competitiveand alsoto support a pay for performance culture, where your reward and career progression opportunities are linked to what you deliver.
  • We want to create an equality of opportunity in a fair and supportive working environment where people feel included, accepted and are allowed to flourish in a space where their mental health andwell beingis taken into consideration.
  • We want to create a more diverse community to expand our talent pool, be locally representative, drive diversity of thinking and better commercial outcomes.
  • Kantar is the world's leading data, insights and consulting company.
  • We understand more about how people think, feel, shop, share, vote and view than anyone else.
  • Combining our expertise in human understanding with advanced technologies, Kantar's 30,000 people help the world's leading organisations succeed and grow.

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