Client Engagement - B3
Client Engagement - B3
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Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
Purpose of the job:
Acts as the liaison between the clients commercials and various operational teams. This role advises suggests and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters without sales activities as well as builds operational trust in the data and its quality. This role is a clientfacing role.
Accountabilities:
- Ensure regular execution of the BAU deliverables maintenance and delivery to clients
- Communicate to client in case of BAU delivery encounters: delay (limited scope) rework as well as align with CS on prioritization
- Coordinate with BAU on postproduction and predelivery checks for clients
- Act upon the incident management process according to the formalized process and RACI
- Responsible for quality assurance & resolution of operational escalations working with Customer Support (which is Accountable / SPOC for client) & Data Operations
- Attend contribute to and coordinate with Data Ops regular operations & quality reviews and escalationrelated facetoface meetings with client in alignment with Customer Support
- Attend and contribute to internal meetings eg. regular CHT QEM incl. clarification of root causes etc. and escalations/wellnessrelated incl. improvement plans preparation
- Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication discussing technical questions around process technical possibilities recommend effective solutions define delivery targets and communicate progress risk status reporting etc.
- Drive design of operational solutions with the internal and external clients incl. identifying clients needs and translating them into technical specifications in consideration of technical capabilities and limitations
- Incl. Introduce / suggest the client proactively new improvements / new solutions in their databases that results in driving revenue and enabling simpler more enduring and costefficient database production for NIQ
- Prepare and communicate impact analysis on syndicated data at country or category level
- Capture and share lessons learned related to solved issues
- Identify gaps and areas for improvement in the process
- Contribute to resolving elements of regional & global clients queries via collaboration with other countries
- Accountable for E2E timely and accurate resolution of operational client requests and issues incl. direct client communication for:
- Database Services (structural changes / change requests new deliverables setup) incl. Feasibility studies
- Product Coding
- Data Quality Issues excl. Coverage & Unusual Trends
- Support in resolution of other operational client queries with communication back to Customer Support team for:
- Data and Methodology Questions
- Unusual Trends & Coverage (part of Data Quality Issues)
- Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow being the only gate way for Commercial teams to Data Ops departments
- Responsible for ensuring SLA & service standards for query types Operations Client Partner is responsible for
- Operational client requests and issues resolution include among others also DDM
- Use available operational tools to perform all necessary verifications and investigations:
Epics OGRDS Brandbank product library eClipse NRSP eForte Discover CSO/MSDynamics
Qualifications :
Work experience:
- Minimum work experience in client facing roles to be able to understand client requirements and execute relevant actions towards clients:
- >2 Associate Operations Client Partner
- 23 Operations Client Partner
- >4 Senior Operations Client Partner
Education:
- Bachelors degree or equivalent experience
Requirements:
- Combination of operational skills and client orientation demonstrates willingness to understand operational endtoend processes and able to translate business expectations into technical specifications
- Strong technical understanding of the operations production platforms and capabilities to secure the necessary translation of client requirements into a technical specification
- Good understanding of the local FMCG industry
- Good relationship management skills to effectively liaise with commercial clients and various operational teams
- Welldeveloped analytical skills and very good attention to details
- Proactive attitude in recommending suitable solutions demonstrates a CanDo & resultsoriented attitude
- Independent in executing tasks driving progress and working out solutions
- Ability to work effectively in a team to achieve goals together
- Problem solving skills
- Time management skills
- Strong communication both verbal and written easiness in presenting complex operational topics in a simple way
- Good Excel knowledge is a must
- Business English
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
