Job Description
A people management role that is critical in delivering the best possible service from NielsenIQ products. You will be a trusted partner across NielsenIQ Commercial and Data Ops teams to drive a holistic approach in delivering against the manufacturer client needs and ensure service delivery in accordance with global standards and KPIs, alongside acting as a hotspot escalation contact.
You will lead a team of Client Operation Partners who are accountable for the direct management of manufacturer Clients for all operational elements, including quality, delivery and maintaining the relevance of their data deliverables. Your team are operational experts in tools and solution design, also accountable for delivering new category set ups and major re-segmentations.
Please note it is client-facing role.
Key Responsibilities
- Accountability for the overall client health, current and future client requirements and client/strategic ad-hoc projects within your pillar
- Driving alignment, prioritization and engagement by working collaboratively with other functions and roles involved in delivery such as Commercial, Customer Success and Data Ops teams.
- Supporting the Service Leader with communication on service enhancements, crisis management and client action plan.
- Coaching and mentoring team members, setting up objectives, goals, development plans, conducting 1-1s and feedback sessions, managing team’s workload and priorities.
- Level 1 Escalation point for client escalations
- Monitoring Customer health KPIs to ensure the quality and service issues are clearly identified and aligned with commercial prioritization.
- Leading and coordinating a team of Client Solution Architects working across client projects and translating client needs into technical requirements for execution.
- Overall accountability for the timely and accurate resolution of client requests and issues (including quality performance, feasibility investigations) for manufacturer clients
- Recruitment and onboarding of new team members.
- Capacity management within your team - aligning and coordinating availability to ensure projects are prioritized and timelines communicated.
- Accountable for compliance with the requirements of the Unbudgeted Work Orders, Microsoft Dynamics and all operational processes.
- Participating in project pipeline prioritization discussions and ensuring that your client needs are represented.
- “Advocate” of Operations, to provide solutions that meet the clients’ needs and which are cost effective and technically sustainable
- Looks for standardization and improvement opportunities and deployment of strategies to meet company's objectives
Requirements:
- Minimum 3 years of experience in direct corporate client relationship management (including escalations, expectations management, presentations etc).
- Minimum 3-5 years experience of people management (including coaching the team and working closely with members to find appropriate solutions)
- Solid understanding of Retail Measurement Service, Consumer Panel Service and FMCG market, previous experience of working with NielsenIQ databases and software is a good advantage.
- Strong can-do attitude and self-initiative, demonstrating the ability to achieve results and driving teamwork.
- Flexible and agile commitment to challenge and deliver solutions that support growth.
- Excellent communication skills in English and French (both verbal and written) is a must.
- Strong business acumen, with a curiosity for FMCG markets, Technology and platform evolution and how that translates into NielsenIQ products.
- Collaboration with others and influencing skills, capable of working as part of a team in a challenging and demanding environment.
- Good organizational and time management skills.
- A passion for developing and coaching others
- Ability to work and lead a team in a virtual environment, with tight deadlines and under pressure.
- Ability to build trusted partnerships across all stakeholders, liaising with different levels of seniority within external clients, commercial and operational teams.
- Able to plan, assess risk, priorities and manage capacity, knowing when to escalate.
- Strong client-orientated mindset.
- Proficient in Microsoft Office 365
What We Offer:
- Convenient Schedule - We operate in a hybrid work system, with two days a week in the office and the remaining days from home. This gives you the flexibility to work in the environment that suits you best. We also provide all the necessary equipment to make sure you can perform your duties effectively from home.
- International Team- You’ll be working with a diverse, international team, interacting daily with colleagues and stakeholders from different countries.
- Skill Development - This role provides an exciting opportunity to develop expertise by working closely with diverse clients and teams. You'll gain firsthand experience in understanding client needs, delivering tailored solutions, and managing complex projects, which will sharpen your analytical, communication, team and client management skills.
- Career Growth - As part of an international organization, you’ll have access to various development programs and opportunities for relocation within other departments or even countries. Your growth matters to us, and we’re committed to supporting your professional journey!
- Benefits Package -Our benefits package includes a Multisport card (paid partially by an employee and by NIQ - optional), private medical coverage through Medicover, life insurance, and a Benefit platform to purchase cinema and theater tickets. You’ll also have volunteer time off to contribute to causes that matter to you.
- Well-being - Your well-being is a priority. Through our Employee Assistance Program (EAP), you have 24/7 access to confidential support whenever needed. We also offer additional days off and recognize significant moments in your life.
- LinkedIn Learning - You’ll receive free access to LinkedIn Learning, allowing you to develop new skills at your own pace. From technical knowledge to personal development, this platform offers a wide range of courses to support your career growth.
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.
For more information, visit NIQ.com
Want to keep up with our latest updates?
Follow us on: LinkedIn | Instagram | Twitter | Facebook
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
