Greater China Customer Experience Domain LeaderExecutive/Director/VP
Hong Kong, Hong Kong

You will be an experienced client consultant, able to offer meaningful advice across customer experience strategy, implementation, and optimisation.

You will apply your knowledge creatively to solve clients’ growth challenges and have real impact on clients’ businesses.

A Greater China Domain leader is an industry thought leader, whose expertise and advice is recognised and sought after in market.

You will engage with the APAC CX Domain at Kantar and contribute to thought leadership and improvement of our offer. You must be on the frontline of building Kantar operating brand equity and in showcasing our expertise to clients / industries.

The Greater China CX Domain Leader will also inspire our people to build careers as CX experts. You will work to build depth of CX capability across our Hong Kong, China and Taiwan offices as part of the transformation program.

Nobody knows consumers better than Kantar. Providing insight and inspiration to help clients flourish in an extraordinary world, we bring together 9 of the world’s leading research, data and insight brands.

At the heart of WPP, our global team of 30,000 people in more 100 countries delivers specialist insight, business strategies and consultancy support.


The key financial metrics and KPIs for the Regional Domain Leaders will vary by domain but may include :

  • Financial growth achieve agreed Net Sales growth targets through driving the financial performance across the local markets (Hong Kong, China and Taiwan) in the region and high level of personal client interaction to lead and convert of big business opportunities.
  • People development - Inspire, attract and develop best in market expertise measured through Kantar Employee Satisfaction and CX local market expertise development.
  • Client preference bring value to Kantar TNS’ key clients through expertise measured through absolute and year on year improvement in post project feedback KCSS and Vantage.
  • Platform : enabling, integrating, and promoting local market use of platform partners as part of our offer to clients, working closely with a regional CX program architect.
  • Thought leadership raise the profile of Kantar TNS as a Customer Experience specialist, and apply thought leadership to our clients’ business challenges.

    To succeed in this role, the Greater China CX Domain Lead must be able to demonstrate the following :

    Commercial Leader

  • Continuously develops client relationships to deliver (incremental) growth to the business, grooming local market CX domain lead to take over ownership of the relationship and embed within that local business.
  • Challenge clients and internal teams to elevate CX domain conversation to add higher level of return to the client.
  • Proven ability to drive change.
  • Develops go-to-market strategies for the offer in priority markets, covering target sectors / clients, how we will unlock opportunities, and ensure follow through on implementing these strategies.
  • Championing the commercial application of the core Insights (& Kantar) solutions relevant to the domain. Must be aware of the broader Kantar portfolio, so can connect adjacent domains and recommend other solutions for optimal impact.
  • Thought Leader

  • Recognised within the industry and within Kantar as a leading expert, commentator, and thinker for Customer Experience.
  • Actively seeks out opportunities to write articles for industry and marketing publications and to appear on conference platforms.
  • Partnering with colleagues to share knowledge and fresh thinking to ensure relevance, future focus and innovation across their immediate domain and broader Insights and Kantar portfolio.
  • Avidly networking within Kantar and across the industry, building relationships with client leads and other domain experts and seeking out ways to partner and add value across the client portfolio.
  • People Leader

  • Developing the ability of individuals and teams to engage confidently and credibly, externally with clients and internally with peers, and communicate the advantages delivered through our expertise and offer.
  • Support the local CX Domain leaders across Greater China to build depth of expertise within their markets.
  • Embed and develop the regional CX program architect, who is a direct report of this role, and promote this role within priority markets to generate the greatest value for the business.
  • Inspire and motivate a cross-market community of CX experts through displaying passion for their domain, igniting curiosity and desire to develop skills and fulfil potential.
  • Influence local market CEOs to buy into and implement the CX growth strategy.
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