Client Success plays a critical role in helping our clients realize the value of Mintel’s products, data and expertise. Our Global Client Success Delivery team in Kuala Lumpur supports Client Success and Commercial teams around the world, providing high-quality insights and client-service support that helps strengthen the value we deliver to our clients.
We are looking for an experienced and commercially minded leader to join us as Director, Client Success. In this role, you will lead our Kuala Lumpur delivery team, taking ownership of the quality, consistency and effectiveness of the work delivered to our global Client Success and Commercial teams.
You will combine people leadership, insight expertise, operational excellence and commercial thinking, ensuring the team’s capabilities and priorities remain closely connected to client needs and Mintel’s wider commercial strategy.
People Leadership & Development
- Lead, coach and develop managers and team members across the Global Client Success Delivery team.
- Create clear expectations around performance, accountability, quality and client impact.
- Build capability across research, insight generation, data interpretation, storytelling and client service.
- Ensure managers are equipped to quality-check work, provide meaningful feedback and develop their teams.
- Identify capability gaps and implement targeted development, coaching and knowledge-sharing.
- Support recruitment, succession planning and longer-term resource requirements.
- Foster a collaborative, accountable and client-focused culture where individuals understand not only what they are delivering, but the client and commercial context behind their work.
Delivery Leadership & Operational Excellence
- Own the quality, consistency and effectiveness of work delivered by the Global Client Success Delivery team.
- Establish clear delivery standards, quality controls and review processes.
- Ensure requests are effectively prioritised, allocated and delivered within agreed service levels.
- Act as the senior escalation point for complex, urgent or high-profile requests.
- Define and monitor KPIs across turnaround time, quality, stakeholder satisfaction, capacity and delivery effectiveness.
- Use performance data and stakeholder feedback to identify service gaps and drive continuous improvement.
- Improve workflows, briefing processes, tools and ways of working to increase the speed, quality and consistency of delivery.
- Build scalable and standardised delivery practices while maintaining the flexibility to respond to different markets and client needs.
Client Value & Commercial Leadership
- Ensure the team’s work helps Client Success colleagues demonstrate the value of Mintel’s products, data and expertise to clients.
- Partner with Client Success leaders to identify opportunities where stronger insight delivery and client support can improve adoption, engagement and retention.
- Help develop repeatable services and interventions that support the client journey, from onboarding and adoption through to renewal and retention.
- Use patterns across client requests, feedback and usage to identify opportunities to strengthen the client experience.
- Translate recurring client needs into actionable recommendations for Commercial, Product, Content and other relevant teams.
- Ensure the team understands how the work it delivers connects to wider client and commercial outcomes.
Global Stakeholder & Strategic Leadership
- Build trusted partnerships with global Client Success, Commercial, Product, Content, Consulting and operational leaders.
- Ensure the team's capacity, skills and priorities are directed towards areas of greatest client and commercial value.
- Represent the Global Client Success Delivery team in global planning and prioritisation discussions.
- Provide senior stakeholders with clear visibility of performance, demand, capacity, risks and opportunities.
- Balance immediate delivery requirements with the longer-term development of the team’s capabilities and service model.
- Help evolve a scalable global delivery model that can respond effectively to changing client and commercial priorities.
What We Are Looking For
A Proven People Leader
You are an experienced and empathetic leader with 1–2 years of demonstrated people leadership experience. You know how to build, develop and motivate high-performing teams, set clear expectations, drive accountability and support both managers and individual contributors to reach their potential.
Insights Led
You have experience within market research, consumer insights, market intelligence, consulting, Client Success or a similar insight-led environment. You have a strong understanding of research, analysis and storytelling and can confidently assess whether insights address the underlying business question and deliver value to clients.
Client Focused
You understand what excellent client service looks like and keep client value at the centre of delivery decisions. You recognize how insight, service quality and value demonstration contribute to stronger client relationships.
Commercially Minded
You can connect the team's work to broader commercial priorities, including product adoption, engagement, retention and growth. You understand that great delivery is not simply about completing requests but about creating meaningful value for clients.
Operationally Strong
You can bring clarity and structure to a complex, high-volume delivery environment. You are comfortable managing competing priorities, capacity, workflows and service levels while maintaining high standards.
Quality Driven
You set high standards for research, analysis, storytelling and client service and are comfortable constructively challenging work that does not meet those standards.
Data Driven
You use operational data, performance measures, stakeholder feedback and client insights to identify opportunities, make informed decisions and continually improve delivery.
An Influential Communicator
You communicate clearly and credibly with senior stakeholders as well as delivery teams. You can translate complex information into clear priorities and build alignment across different markets, functions and perspectives.
A Collaborative Partner
You build strong relationships across teams, functions and regions. You are comfortable working within a global organisation and bringing different stakeholders together around common client and commercial objectives.
Adaptable & Decisive
You are comfortable operating in a changing global environment, balancing competing demands and making sound decisions when priorities, capacity and deadlines collide.
Why Join Mintel?
At Mintel, we help the world's leading brands understand consumers and make better business decisions. Our people combine curiosity, expertise, creativity and collaboration to deliver exceptional insights and client experiences. This wording follows the closing style of your Consultancy posting.
If you're passionate about developing people, elevating the quality of insight delivery and helping clients realise greater value from their relationship with Mintel, we'd love to hear from you.
