As the Customer Support Leader for EEEMA you will play a pivotal role by managing a dedicated team of Customer Support associates. Your key responsibilities will include ensuring that we deliver consistent highquality service and adhere to governance standards while enhancing our clients understanding and confidence in NIQ data. Success in this position requires a solid grasp of each clients unique business needs and deep expertise in NIQ solutions.
More than just a strategic thinker you will serve as an inspiring leader guiding a passionate team toward operational excellence. Your efforts will drive growth and ensure exceptional customer satisfaction making a meaningful impact on our clients and their success. Join us in this exciting opportunity to lead and innovate in customer support!
Responsibilities:
Lead the team with a laser focus on delivering an unmatched service experience ensuring every touchpoint is characterized by speed accuracy and solutionoriented approaches.
Collaborate with various internal teams including inmarket Consulting Analytics & Insights Sales Operations and Data Science Global customer Service Centre to ensure all work is connected to client business issues and is delivered according to established timelines and in a way that contributes to driving client outcomes.
Monitor and analyze key performance metrics identifying trends and opportunities for improvement and taking corrective action as needed to ensure the consistent achievement of service goals.
Build and maintain strong relationships with customers demonstrating empathy active listening and a genuine commitment to their satisfaction.
Engage and manage escalations present to clients and execute issue resolution cross NIQ network
Create an environment to encourage and drive solution mindset and to leverage best practices.
Enhance servicing efficiencies and improve the NPS and tNPS satisfaction scores.
Identify emerging issues and quality trends flag out areas of improvement regularly and suggest product development needs of clients for building product roadmap where required.
Stay up to date on product updates (Discover new release Omni etc.) and company news to provide knowledgeable support and guidance to customers.
Foster a customercentric culture within the team promoting empathy active listening and a genuine commitment to customer satisfaction.
Qualifications :
15 years of experience in market research preferably at NIQ and having good exposure to Retail Measurement processes.
A broad understanding of client sales and marketing issues
Management and Process Skills
10 years of people management experience with strong team engagement results
Proven track record in driving change process improvements and automation
Experience in finance including productivity and P&L management
Strong project management skills with a problemsolving mindset
Techsavvy and enthusiastic about operational efficiency
Excellent communication and stakeholder management
Analytical thinker with a clientcentric approach
High integrity adaptable and proactive
Fluent in business English (written and spoken)
Additional Information :
Our Benefits
About NIQ
NIQ is the worlds 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 insightsdelivered with advanced analytics through stateoftheart platformsNIQ delivers the Full View. NIQ is an Advent International portfolio company with operations in 100 markets covering more than 90% of the worlds 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 ActionEmployer 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 nondiscrimination 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: Work :
Employment Type :
Fulltime
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