The Department Director is responsible for leading a team dedicated to managing all inquiries related to data elements raised by internal and external clients. This includes receiving, investigating, and resolving data issues, as well as collaborating across multiple operational and product teams to ensure timely and accurate resolution.
The role also involves maintaining and strengthening direct relationships with external clients to ensure effective two-way communication, while serving as an internal interface to Operations when required. Responsibilities span two primary areas of interaction: External Client Engagement and Internal Cross‑Functional Collaboration , alongside significant team leadership responsibilities .
Build strong, trusted, and long-term relationships with clients, acting as their primary point of contact for data inquiries, operational activities, methodology, and category enhancements.
Address, troubleshoot, resolve, and communicate data quality issues, often involving complex or sensitive situations, independently or in collaboration with other teams.
Proactively inform clients of data changes resulting from upgrades or launches prior to release.
Maintain a strong understanding of key industry categories to effectively support client interaction.
Build trusted working relationships with Practice Leads, Commercial Teams, Operations, and Product.
Collaborate effectively with Operations Client Service, Operations, Commercial, Product, Research Science, and supporting functions to ensure complete inquiry resolution and communication.
Maintain clear, detailed communication with the Commercial team regarding all client interactions—both reactive and proactive.




Master internal operational and data processes to support investigation and articulation of inquiries.
Support senior leadership in defining departmental strategies and long‑term direction.
Team Leadership & Management
Ensure that proposed solutions support both internal team efficiency and client satisfaction.
Build trust and credibility with clients through strong leadership, consistent delivery, and high‑quality service.
Foster a culture of collaboration, operational excellence, accountability, and client focus.
Required Experience
Required Experience & Skills
~5+ years of experience in client-facing roles within data operations, analytics, insights, or technical customer service environments.
~ Proven experience leading teams, ideally within data inquiry management, operations, or client service functions.
~ Strong background in problem-solving and issue resolution within complex or sensitive data environments.
~ Experience working collaboratively with cross-functional areas such as Product, Operations, Commercial, or Research Science.
~ Demonstrated ability to manage direct client relationships and explain technical or methodological topics to non‑technical audiences.
~ Experience with process improvement and identifying patterns or efficiencies in operational workflows.
~ Background in environments with structured data governance, quality control, or data delivery processes is a strong plus.





Strong understanding of data structures, data quality concepts, and inquiry management workflows.
Ability to investigate and interpret complex data issues and communicate clear resolutions.
Proficiency in learning and navigating internal data systems and operational processes.
Excellent written and verbal communication skills, capable of simplifying complex topics for different audiences.
Ability to communicate confidently with clients, senior leaders, and internal technical teams.
Leadership & Management
Demonstrated ability to lead, mentor, and develop high‑performing teams.
Strong planning, prioritization, and resource management capabilities.
Strategic thinker capable of contributing to departmental direction and long‑term planning.
Strong relationship-building skills with a customer-centric approach.
Experience serving as the primary point of contact for key accounts.
Highly proactive, with a continuous improvement mindset.
Ability to thrive in fast-paced and dynamic environments.
National Collective Labour Agreement for the Tertiary Sector (Distribution and Services)
National CCNL Level is Quadro
The job is also eligible for 14-16% of incentive/premio pay.
Additional benefits as set out by the (National Collective Labour Agreement for the Tertiary Sector (Distribution and Services)
An employee’s position within the salary range will be based on several factors including, but not limited to, relevant education, qualifications, certifications, experience, skills, seniority, geographic location, performance, shift, travel requirements, sales or revenue-based metrics, any collective bargaining agreements, and business or organizational needs.

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