ManagerFMCG CS
ManagerFMCG CS
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Salary Not Disclosed
1 Vacancy
Job Description
ABOUT THIS JOB
This position will be responsible for maintaining/enhancing customer relationships with an aim to improve client satisfaction via increasing client ROI & driving the adoption of new capabilities. This role will lead a delivery team to ensure prompt delivery of service ensure the quality of the data insight with actionable business recommendation based on a deep understanding of client business and expertise across NielsenIQ solutions.
Client Engagement Model
Leads the Joint Business Plan process via identifying and aligning client business priorities to define the strategic service delivery elements with clear execution timeline and SMART objectives
Leads QBO and Client review process focusing on service quality and ROI elements to refine the JBP and alignment with clients on a regular basis.
Responsible for regularly updating client health internal tracker ability to anticipate issues before they occur bringing all CS functions and key partners together to act on/resolve issues.
Accountable for Net Promoter Score (Client satisfaction survey) process & result ensuring service quality meets client expectation timely addressing client escalations.
Client Servicing and Value Creation
Responsible for collecting Voice of Client on their experience & servicing quality sending to country/cubregion Managing Director to feed into product or strategy team
Accountable for managing client relationship consulting Analytic Insight and Customer Service team throughout process on analytics client experience or service model
Leads client relationship management throughout issue escalation in collaboration with internal stakeholders to ensure quality response to client
Discovering and Proposing
Work with Commercial team to include Service Model elements in contract renewal with clients from the planning stage
Responsible for identifying opportunities through day to day engagement and handling off to Commercial teams for further stages.
People Management
Establish high standards of performance and hold associates firmly accountable for meeting with those standards
Provide support recognition and feedback to assist associates towards achieving the performance expectations and standards
Act as coach guide and mentor to employees and contribute to succession plan for the team
Establish a strong team environment focused on exceeding internal and external client requirements
ABOUT YOU
You will lead a delivery team to ensure prompt delivery of service ensure the quality of the data insight with actionable business recommendation based on a deep understanding of client business and expertise across NielsenIQ solutions
Qualifications :
Min. Bachelor Degree any major
35 years of experience in related field (client servicing in research agency marketing consultant)
A broad understanding of client sales and marketing issues
Knowledge of research techniques and methodologies would be an advantage
Basic level knowledge of statistical applications and systems as well as Microsoft Office applications is a must
Excellent analytical skills and understanding of statistical modeling
Excellent communication skills and presentation skills
An ability to work independently and in a team
Good interpersonal skills is a must
Fluent in English both written and verbal is a must
Additional Information :
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- EmployeeAssistanceProgram (EAP)
About NIQ
NIQ is the worlds 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 insightsdelivered with advanced analytics through stateoftheart platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds 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 ActionEmployer 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 nondiscrimination 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:
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
