From fast answers to deep insights, Mintel has provided research and intelligence solutions to consumer-focused businesses for more than 50 years. With a combination of world-class syndicated tools and custom insight solutions, we are the eyes and ears in the markets that matter and the insights behind our clients’ next big idea.
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.
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.
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.
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.
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.
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.
You set high standards for research, analysis, storytelling and client service and are comfortable constructively challenging work that does not meet those standards.
You use operational data, performance measures, stakeholder feedback and client insights to identify opportunities, make informed decisions and continually improve delivery.
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.
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.
You are comfortable operating in a changing global environment, balancing competing demands and making sound decisions when priorities, capacity and deadlines collide.
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.
Market Intelligence is what sets us apart and what defines us as a brand – literally in fact: when the company was founded in 1972 it took its name from an amalgamation of the two words. We have been defining and refining the Market Intelligence Mix ever since, to offer our clients a unique perspective on the consumer landscape ahead and a clear roadmap with which to navigate it.
So what goes into the market intelligence mix?
MARKET RESEARCH is not the only thing we do, but it is right at the core of our business. The vast range of primary research we carry out and commission is the bedrock of our market intelligence, creating data series we can assess incrementally over the long term to track trends and forecast the future.
MARKET ANALYSIS is the second key element of the market intelligence mix. Our specialist team of market analysts scours the globe for trade, industry and government data, which our statisticians then integrate into meaningful sizing models and future value forecasts for thousands of sectors worldwide.
PRODUCT INTELLIGENCE adds micro-level relevance to the macro context of our market analysis, bringing our clients real-world examples of the launches and goods that are driving the numbers.
COMPETITIVE INTELLIGENCE is the fourth pillar of our work, keeping our clients abreast of their rivals’ strategies, communications and results, to give them the understanding they need to choose the right response to gain or maintain that crucial competitive edge.
The magic happens when we pull them all together. Trend analysts, category specialists, systems developers, dedicated account teams and client servicing staff work together to provide our clients with understanding as well as knowledge.
That’s our Market Intelligence. That’s how we help businesses grow. It’s why we’re the leaders in it.
