Senior Manager-CS Customer Support, Internal

Please kindly note, the following job advertisement is intended exclusively for internal combined - company, existing employees of NIQ and GFK. If you are not an existing NIQ or GFK employee we regret to inform you that your application for this position will not be considered. However, we encourage you to explore other opportunities that align with your qualifications and career aspirations, within our organization.

Customer Support Sr. Manager will be responsible for maintaining/ enhancing customer relationships for a big market or a cluster of markets, ensuring customer deliverables and queries are turned around efficiently using the proprietary NielsenIQ platforms. The job will focus on customer support by allocating resources to manage the workload peaks and troughs, and consistent review stipulated customer success metrics to drive satisfactory customer experience. Identify emerging customer queries and quality trends for product/ process improvement. Work with your manager in setting objectives and KPIs, performance reviews, feedback, and career mentoring. 

QUALIFICATIONS

• Responsible for set of big market or a cluster of markets for the assigned workstream.
• Work closely with the Manager for team/ task allocation and managing the workload peaks and troughs.
• Consistently review customer support metrics related to data and tech services; manage and improve customer satisfaction on solution / service provided
• Responsible for collecting Voice of Customer (VoC) in case of escalations and tickets exceeding SLA TAT/ quality escapes. Train task triaging and other customer issues towards right owners for resolution.
• Support in servicing efficiencies through planning and execution of client engagement model in order to attain acceptable client (NPS) satisfaction scores.
• Accountable for maintaining and reinforcing our relationship with key stakeholders with the development of a solid key stakeholder plan.
• Identify emerging Customer queries and quality trends and flag areas of improvement.
• She/ He will be an expert on NIQ processes and methodologies, playing an active role in improving deliverables’ quality & efficiency.

SOFT SKILLS

• Communicate clearly with customers
• Ability to translate technical details from different customer contexts
• Build network relationships in multi-cultural environment
• Troubleshooting using Influencing skills
• Ability to work under pressure and ask for support when required

ABOUT NIQ

NielsenIQ is a global measurement and data analytics company that provides the most complete and trusted view available of consumers and markets worldwide. We provide consumer packaged goods manufacturers/fast-moving consumer goods and retailers with accurate, actionable information and insights and a complete picture of the complex and changing marketplace that companies need to innovate and grow. Our approach marries proprietary NielsenIQ data with other data sources to help clients around the world understand what’s happening now, what’s happening next, and how to best act on this knowledge.  We like to be in the middle of the action. That’s why you can find us at work in over 90 countries, covering more than 90% of the world’s population. For more information, visit www.niq.com.

NielsenIQ is committed to hiring and retaining a diverse workforce. 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 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