Customer Service Manager

Do you know what consumers buy? NielsenIQ Knows!
As a leader in marketing and sales information, NielsenIQ is one of the most trusted sources of business intelligence for the world’s top brands. The work we do makes a significant difference to how businesses and brands perform in markets around the world. At NielsenIQ, we all share a commitment to our core values of integrity, responsibility, passion in how we work with each other, our partners, and our clients.

* We are looking for experienced and passionate team members to join our Customer Success/Analytics team in Istanbul.
 
Key highlights of the role:

The Costumer Service Manager will be working very closely with clients in the FMCG world to have a rigorous understanding of their business, objectives, priorities, and investment decisions they are making or considering. This will enable you to highlight unmet client needs and identify sales opportunities to pass to our account development associates.

RESPONSIBILITIES: 

• Deal with key accounts in FMCG Industry
• Manage a portfolio of retail panel clients, acting as a key point of contact for inquiries, ensuring timely responses and high client satisfaction.
• Build and maintain strong, long-lasting relationships with clients.
• Act as a mediator to address any client feedback on services and products, resolve issues working with internal teams to drive continuous improvement, and ensure a positive outcome while maintaining client trust and satisfaction.
• Oversee the delivery of client results, ensuring timelines, and client expectations are met
• Ensure the accuracy and integrity of retail panel data being provided to clients, working closely with internal teams to validate data consistency.
• Work closely with sales, operation, analytics, and product teams to ensure that the client's needs are communicated effectively across the organization.
• Cooperate effectively with regional ang global teams
• Identify opportunities to expand client relationships through additional services or products, communicating these to internal sales teams
• Provide expert support on retail panel data, resolving client issues related to data reading, delivery, and reporting.
• Provide ongoing education and training to clients on how to best utilize retail panel tools, analytics platforms, and methodologies to maximize their ROI
• Support clients for interpretation of data and provide comprehensive training to clients, ensuring their ability to understand and leverage research findings effectively.
• Planning and coordinating all communication activities
• Guiding the client service team on activities and strategies to enhance client engagement and satisfaction.

REQUIREMENTS:

• University degree
• Min. 5 years of experience in FMCG Retail and/or Trade Marketing
• Has proficient knowledge of NielsenIQ data set
• Excellent presentation and persuasion skills
• Good client relationship skills
• Strong business acumen and financial knowledge
• Fluency in English and Turkish
• Excellent command of Microsoft Office applications
• Curious about the data and competent to see the big picture and generate insight by incorporating multiple data resources/sets such as NielsenIQ data analysis, FMCG environment knowledge
• Eager to be a constant learner in an ever-changing FMCG environment

WE OFFER: 

• Work in an international, multicultural environment 
• Access to learning platforms, mentorship programmes, and educational support to keep developing your skills 
• Peer-to-peer recognition program to enable feedback sharing and reward your achievements 
• Life and health insurance 
• Additional paid days off 
• Monthly lunch ticket 
• Transportation allowance 

#LI-PF1

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