Regional Customer Care Senior Manager

Company Description

Job Description

About Global Client Support Team - Regional Customer Care Senior Manager

NielsenIQ’s Global Client Support team is above market team for managing global clients that operate across countries. This team partners with clients to create and sustain strong foundation and trust in NielsenIQ data that will secure and enable growth for our business - at the client and for the client. The Customer Care team will own the contractual commitments for compliance and quality of our global customers
related to NielsenIQ products and services.

Given this critical need, we are looking for an energetic and dynamic client centric leader for Asia-Pacific region to join our fast-paced, international team. The ideal candidate will lead a set of clients across markets to ensure driving global consistency in servicing and governance, building knowledge and confidence in NielsenIQ data to and provide holistic service utilization across NielsenIQ network of services based on a deep understanding of client business and expertise across NielsenIQ solutions.

About the Global Client Support role

This position is responsible for maintaining and enhancing customer relationships across Asia-Pacific with an aim to resolve questions around product quality and delivery to increase client satisfaction. This role will lead the client engagement to ensure prompt resolution of escalated queries and act as a bridge between client and NielsenIQ product development team by bringing in the voice of client to help in developing the long term product roadmap using the client knowledge and expertise across NielsenIQ solutions.

Responsible for:

• Managing global clients at regional and local level
• Engage and manage in escalations (present to clients and execute issue resolution cross NielsenIQ network)
• Support client socialization with product enhancements and its roll out
• Analyze and action on risk of penalties or loss of contract to perform the root cause analysis.
• Contribute with contract negotiations in terms of product commitments (Product quality, ways of working, penalties etc.)
• Work with global, regional and local leadership team
• Coordinating strategic product meetings where required
• Identify emerging trends and suggest product development needs of clients for building product roadmap

Qualifications

• Post Graduate Degree in Business Administration/ Management
• 15+ years of experience in related field (research agency, marketing consultant)
• A broad understanding of client sales and marketing issues
• Knowledge of research techniques and methodologies would be an advantage.
• Multi-country experience with sensitivity to operate in multi-cultural environment. Management and Process Skills.
• Strong ability to influence and lead with example
• Creative problem solving, critical thinking, project management
• An independent thinker, who can come up with solutions
• Process mindset, focus on simplification and efficiency
• Ability to build and retain a high performing team
• Excellent communication skills and presentation skills
• An ability to work independently and in a team
• Fluent in English; both written and verbal

Qualifications

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

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Our commitment to Diversity, Equity, and Inclusion

NIQ is committed to reflecting the diversity of the clients, communities, and markets we measure within our own workforce. We exist to count everyone and are on a mission to systematically embed inclusion and diversity into all aspects of our workforce, measurement, and products. We enthusiastically invite candidates who share that mission to join us. We are proud to be an Equal Opportunity/Affirmative Action-Employer, making decisions without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, protected veteran status or any other protected class. Our global non-discrimination policy covers these protected classes in every market in which we do business worldwide. Learn more about how we are driving diversity and inclusion in everything we do by visiting the NIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion