Customer Service Manager
hace 2 meses
Job Description
The role will be to manage and develop a team of analytically and technically-oriented associates to ensure high client satisfaction through the timely delivery of high-quality projects. The Team Leader will need to negotiate and align with internal stakeholders to manage the Client’s expectations, as well as continuously upskill his/her direct reports to achieve advanced automation and data interpretation expertise.
RESPONSIBILITIES
Managing team of 10+ people with 3+ Clients in scope Ensuring that services provided to Clients are timely and precise according to Client business needs and specifications while meeting the company's quality standards by: Partnering with CBPs to ensure Nielsen and Clients' short-, mid- and long-term objectives are met Supervising quality check process and proper execution of the ways of working Encouraging constant optimization and automation of deliverables to improve speed and quality of service Overseeing prioritization of tasks and effective communication across stakeholder teams Supporting the management of Clients' expectations - if needed Consulting with clients regarding general study concerns - if needed Being able to conduct/support strategic external presentations - if needed Managing and developing a team of direct reports. Ensuring that team members are able to handle client requirements and demonstrate mastery of required competencies in their jobs to deliver desired performance levels by: Establishing high standards of performance, providing support, recognition and feedback to develop associates and support a strong team environment focused on exceeding internal and external client requirements Developing top talents in the team and making sure succession plan is in place Driving engagement, inspiring and motivating the team Allocating work based on the current team workload capacity and the skills and aspirations of the team Setting objectives for direct reports, monitoring progress and providing feedback, conducting performance reviews Fostering the culture of knowledge sharing and recognition, and leveraging of best practices Participating in the recruitment process for his/her own team and the department Ensuring that strategic objectives & KPIs are met in the direct team and in the broader department Contributing to meeting COE-wide strategic goals through leading COE Strategic Initiatives Directly engaging with Customer Success NA/G13 Senior Leadership Team Leading at least 1 Customer Success wide strategic initiatives/ being part of CS Programme SteerCo
Qualifications
3+ years of experience in team management (experience with matrix organization or remote team management would be an asset) and strong leadership competencies Proven success track record as a team leader and group client manager 5+ years’ experience in Marketing Research (exposure to more than one market/Client is an asset) University degree in Marketing, Economics or related field a must, preferred Postgraduate or MBA Strong analytical mind and excellent numerical skills Strong business- and financial acumen (including business environment and client) High level of communication, negotiation, and client service skills Very good knowledge of advanced analysis, methods, and tools (Excel and Power Point are a must) High level of project management and time management skills Energy, passion and can-do attitude to challenge the status quo and constantly improve service experience for our Clients and employee experience for NielsenIQ associates Fluent communication in English - verbal and written (at least C1 level) Comfortable working in a virtual environment and in a multicultural setting Interest in FMCG industry
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.
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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:
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