Senior Manager, Customer Support

Job Description

Sr. Customer Service 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.

RESPONSIBILITIES:

• Responsible for set of big market or a cluster of markets for the assigned workstream.
• Consistently review customer success metrics related to data and reports 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.
• Work closely with the Manager for team/ task allocation and managing the workload peaks and troughs.
• 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.
• Delivering database and reports as per customer contractual terms, against stipulated success criteria and tracking mechanisms, aligning with customer on ways of working, and defining servicing elements of Joint Business Plan
• Working closely with NielsenIQ teams for customer set up/ maintenance on coding and database tasks
• Operate in a hybrid physical-virtual and multi-cultural environment, liaising with stakeholders and colleagues.

A LITTLE BIT ABOUT YOU:

• A Sr. Customer Service Manager will manage customers of a big market or cluster of NIQ markets and will be responsible for team/ task allocation and managing the workload peaks and troughs.
• He/she should be capable of influencing and managing customer expectations
• S/he is expected to identify, investigate and co-ordinate the resolution of data, process or product/ process related changes and queries and also be the point of contact for designated Markets.

Qualifications

• 6-8 years' experience in analytics environment, carrying out data analytics, data management,
• Experience of Multiple Customer management to deal with day-to-day servicing nuances.
• Ability to proactively understand customer's requirement and identify opportunities for Product/ process improvements.
• Project management aptitude (critical path, task sequencing, problem solving, etc.)
• Good Team management skills, meeting deadlines, and team player

SOFT SKILLS:

• Good communication & interpersonal skills, and high energy
• Gauge customer sentiments and act according to defined protocols
• Strong in employee engagement and ability to attract talent
• Ability to translate technical details from different customer contexts
• Troubleshooting using Influencing skills
• Ability to multi tasks and Workload management skills

Additional Information

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://www.nielseniq.com/global/en/ai-safety-policies.

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

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion