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Job Description
About this Job
A client advocate who aims for delighting customers by managing complex queries though holistic knowledge of NIQs services / offerings. This role attempts to minimize the number of handoffs before responding to client attempting to answer all possible queries without additional teams intervention for queries managed directly and enabling junior associates to perform at their best through guidance and support.
Responsibilities
- Minimum 4-5 years of work experience in client facing roles to be able to understand client requirements and execute relevant actions
- Lead Generation via servicing (reactive on data)
- Data metering/plan administration
- Manage the coordination with BI (GRC) in case of report correction set-up (billable options)
- Maintaining and creating Knowledge Articles
- Responsible to provide training to the clients on methodology and on new tools e.g. Discover Configuration Manager
- Conduct coverage analysis as per the service model involve DSci when needed
- Providing input and preparing Claim letters
- Lead key initiatives within the team to improve efficiency and drive process improvements
- Address customer queries related to universe update and Product Enhancements
- Communicate on projects major incidents - prepare in liaison with AD/sales and send clear correct and timely communication for the client for non-operational/sensitive topics with all details required including local language if needed
- Conduct minimum level of analysis understanding key trends market dynamics
- Review CHT monthly initiate and manage action plan to improve service and data related KPIs
- Record the right metrics in MSD
- Encourage client self-service as much as possible through knowledge articles Discover capabilities and Configuration Manager (when live)
- Secure that minimum level of information to resolve the query is available before triaging the query (templates to be created by CS)
- Own communication until/unless triaging to Client Operations for operational support
- Provide regular information to Internal teams regarding the client expectations critical escalations/situations contract renewals etc. Communicate major incidents - prepare in liaison with AD/sales and send clear correct and timely communication for the client for non-operational/sensitive topics with all details required including local language if needed
- Define the audience of the communication and help juniors on the same
Qualifications :
- Masters degree (advantage) or equivalent experience
- Experience with NielsenIQ (or similar) solutions preferred in analytics space including POS/Panel data
- Strong analytical mind and excellent numerical skills
- Knowledge of Microsoft Excel PowerPoint and Google Sheets/Slides
- Excellent command of both written and spoken English (some local jobs might require English)
- Proficiency in pulling analyzing and incorporating all NIQ data sources that are relevant to the client(s) i.e. RMS CPS Discover Omni etc.
- Ability to coach others on NIQ tools and Facts & Fundamentals.
Additional Information :
Our Benefits
- Flexible working environment
- Volunteer time off
- LinkedIn Learning
- Employee-Assistance-Program (EAP)
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 state-of-the-art 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 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: Work :
No
Employment Type :
Full-time
Employment Type
Full-time
