Customer Service Associate Manager (Business Intelligence)

About this Job 

NielsenIQs Customer Support 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 Support team will own the contractual commitments for compliance and quality of our customers in related to NielsenIQ products and services. 

We are looking for an energetic and dynamic Customer Service Associate Manager (Business Intelligence) for Brazil to join our fast-paced international team. This role will be a client advocate who aims to delight customers by managing complex queries through 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 

• Ensure efficient deployment management and organization of recruitment operations and staffing. 
• Assess team training needs and ensure appropriate learning resources and training programs are available. 
• Ensure timely acknowledgment of queries and adherence to defined SLAs. 
• Monitor metric entries in MSD by Junior and Experienced Associates to ensure accuracy and consistency. 
• Lead regular weekly/monthly client calls act as the single point of contact (SPOC) for major escalations and implement measures to de-escalate issues. 
• Support lead generation through reactive servicing based on data insights overseeing data metering and plan administration activities. 
• Ensure seamless coordination with internal teams (BI/Client Ops) for corrections and setup of billable options. 
• Analyze client feedback on queries to identify improvement opportunities and implement measures to reduce dissatisfaction. 
• Collaborate with Experienced Associates to finalize communications related to product enhancements and projects. 
• Liaise with internal teams to monitor the quality of information provided in response to queries. 
• Ensure consistent communication with internal teams regarding client expectations critical escalations contract renewals and other key updates. 
• Define and validate the appropriate audience for all communications to ensure relevance and impact. 

Qualifications :

• Masters degree (advantage) or equivalent experience. 
• Strong experience in client facing roles to be able to understand client requirements and execute relevant actions. 
• 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. 
• 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  
• Short Friday  
• Wellhub (Gympass)  
• Mentorship Program  
• LinkedIn Learning  
• Employee-Assistance-Program (EAP)  
• Comprehensive Medical and Dental Coverage  
• Meal Allowance 

...and more!  

Job ID: RBR

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 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 :

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