Director, Client Insights

US-MO-Kansas City
2 weeks ago
Job ID
# of Openings
Client Services/Account Management


If you are a dynamic and independent individual looking for a unique, multi-faceted career opportunity in a fun industry with a growing business, join our Client Services team at Service Management Group, Inc. (SMG)! We are seeking an outgoing and entrepreneurial Director, Client Insights to manage a team that serves restaurant and retail clients who rely on us to gather useful data, reveal actionable insights and drive profitable change. As a Director, Client Insights with SMG, you will tap into resources to make sure projects are executed smoothly and build client relationships to be seen as a true business partner. You will learn about your clients’ business structures and strategies, and leverage SMG’s tools to manage your team and clients as you see fit, with the support of our larger framework.


Job Responsibilities

You will lead and provide vision to a cross-functional team of Account Managers, Research Analysts and Operations personnel across a variety of clients and deliverables. You will also drive creative, long-term client solutions that add value and profitability, inspire team accountability to ensure that deliverables meet and exceed client expectations, and nurture relationships across our departments to align internal resources that support SMG’s objectives.

Additional responsibilities of the Director, Client Insights include:

  • Learning all aspects of clients’ businesses and leveraging that knowledge to increase our reach and depth of products and services within client companies
  • Building solid relationships with executive-level clients to set and manage client expectations
  • Conducting one-on-one client calls to touch base and address concerns
  • Influencing the research agenda that proactively drives client insights
  • Delivering impactful presentations with actionable insights to executive clients on a regular basis
  • Training and developing new hires and current employees to help them advance their careers and broaden their skills
  • Working on internal initiatives to help develop and grow our business


As a Director, Client Insights with SMG, you must possess exceptional time management, organizational and multi-tasking skills as well as superb communication and people skills. Our ideal Director, Client Insights is a creative and inclusive leader who can build credible relationships with clients at various levels within an organization, especially at the executive level, and can communicate complex, business-outcome focused information to multiple audiences in a clear and engaging way. You must also have superb analytical and presentation skills and be able to motivate and drive superb performance in your team to develop value-added client solutions.


Additional requirements for the Director, Client Insights include:

  • Bachelor’s degree required; Master’s degree a plus
  • Minimum 8 years experience managing relationships with C-level clients, managing and developing employees and presenting suggestions/solutions
  • Demonstrated experience driving business change in a client organization or your own
  • Experience analyzing data and translating numbers into concrete consultative advice
  • Proficiency with Microsoft Office Suite
  • Willingness and availability to travel 20-30% of the time
  • Experience working with clients in the restaurant and retail industries, as a vendor or otherwise, preferred
  • Market research and/or consulting experience a plus



Teamwork has become a buzzword in the business world today, but it goes beyond that at SMG. In fact, you rarely hear the word “teamwork” because it’s engrained in everything we do. To deliver the caliber of insights that SMG is known for, we maintain an “all hands on deck” mentality that goes beyond the meeting room. Some of the best ideas come from collaboration while preparing for Corporate Challenge, supporting our favorite charities or hanging out at a Crossroads First Friday party. We do our best to promote from within and provide opportunities to grow our professional skills. We understand that happy employees mean happy clients and that our people are our greatest assets.

Additional benefits include:

  • Competitive salary
  • Health insurance
  • 401(k) retirement plan
  • Life insurance
  • Casual dress code and work environment-jeans and flip-flops are the norm
  • Bring Your Dog to Work Fridays


SMG (Service Management Group) partners with more than 400 brands around the globe to create better customer and employee experiences, which drive loyalty and performance. SMG uniquely combines technology and insights to help clients listen better, act faster, and outperform competitors. Strategic solutions include omniCXTM, Brand Research, and Employee Engagement. SMG evaluates 200 million surveys annually, across 130 countries.


If you are interested, you can apply online via


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