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.
About Regional Customer Care Team
NielsenIQ’s Regional Customer Care team is above market team for managing global clients that operate across countries. This team partners with clients to create and sustain strong foundation and trust in NielsenIQ data that will secure and enable growth for our business - at the client and for the client. The Customer Care team will own the contractual commitments for compliance and quality of our global customers related to NielsenIQ products and services.
Given this critical need, we are looking for an energetic and dynamic client centric leader for Asia-Pacific region to join our fast-paced, international team. The ideal candidate will lead a set of clients across markets to ensure driving global consistency in servicing and governance, building knowledge and confidence in NielsenIQ data to and provide holistic service utilization across NielsenIQ network of services based on a deep understanding of client business and expertise across NielsenIQ solutions.
About the Regional Customer Care role
This position is responsible for maintaining and enhancing customer relationships across Asia-Pacific with an aim to resolve questions around product quality and delivery to increase client satisfaction. This role will lead the client engagement to ensure prompt resolution of escalated queries and act as a bridge between client and NielsenIQ product development team by bringing in the voice of client to help in developing the long term product roadmap using the client knowledge and expertise across NielsenIQ solutions.
Responsible for:
- Managing global clients at regional and local level
- Engage and manage in escalations (present to clients and execute issue resolution cross NielsenIQ network)
- Support client socialization with product enhancements and its roll out
- Analyze and action on risk of penalties or loss of contract to perform the root cause analysis.
- Contribute with contract negotiations in terms of product commitments (Product quality, ways of working, penalties etc.)
- Work with global, regional and local leadership team
- Coordinating strategic product meetings where required
- Identify emerging trends and suggest product development needs of clients for building product roadmap
Qualifications
- Post Graduate Degree in Business Administration/ Management
- 15+ years of experience in related field (research agency, marketing consultant)
- A broad understanding of client sales and marketing issues
- Knowledge of research techniques and methodologies would be an advantage.
- Multi-country experience with sensitivity to operate in multi-cultural environment.
Management and Process Skills
- Strong ability to influence and lead with example
- Creative problem solving, critical thinking, project management
- An independent thinker, who can come up with solutions
- Process mindset, focus on simplification and efficiency
- Ability to build and retain a high performing team
- Excellent communication skills and presentation skills
- An ability to work independently and in a team
- Fluent in English; both written and verbal
