Manager- Above Market Customer Support

Job Summary: 

As Manager Above Market Customer Support you will lead a team of associates and senior associates to deliver seamless high-quality client service across multiple markets. You will oversee query resolution reporting and stakeholder engagement ensuring adherence to SLAs and driving continuous improvement. This role requires strong leadership operational oversight and the ability to translate data into actionable insights for senior stakeholders. You will play a pivotal role in shaping a resilient client-centric support model while mentoring your team for growth and succession. 

Key responsibilities: 

• Client Query Oversight Ensure timely accurate resolution of client queries across multiple markets meeting SLA standards. 

• Escalation Management Act as the senior escalation point for complex issues guiding resolution and maintaining client trust. 

• Stakeholder Engagement Build and sustain strong relationships with senior client stakeholders proactively managing expectations. 

• Reporting & Insights Delivery Oversee preparation and validation of KPI reports dashboards and client-ready materials with zero-defect accuracy. 

• Governance & Data Quality Maintain high standards of documentation version control and data integrity across all outputs. 

• Team Leadership & Development Lead coach and mentor associates and senior associates fostering accountability growth and succession readiness. 

• Knowledge Sharing & Team Enablement: Champion best practices tool adoption and product updates to strengthen team capability. Support onboarding by sharing processes and resources ensuring new members integrate smoothly. 

• Cross-Functional Collaboration Drive connected delivery by coordinating with local regional and global teams (Client Delivery Analytics Commercial Operations Product). 

• Continuous Improvement Monitor service metrics identify recurring issues and implement process/product enhancements to improve efficiency and client experience. 

• Strategic Contribution Shape a resilient client-centric support model by aligning team outputs with organizational goals and driving innovation. 

A little bit about you 

Youre a strategic leader with >7 years of client support or operations experience including team management. Skilled in Excel PowerPoint Word and Power BI. You thrive in data-driven environments and can turn complex outputs into clear insights. You are a customer-centric detail-oriented and organized professional with strong communication skills that enable you to effectively engage with senior stakeholders. You excel at cross-functional collaboration mentoring teams and driving continuous improvement while staying adaptable in a fast-paced multicultural setting. 

Qualifications :

  Education: Post-graduate degree in Business Management or related field. 

  Experience: >7 years in client support operational excellence or market research; prior leadership experience required. 

  Technical Skills: 

• Proficiency in Microsoft Excel PowerPoint and Word. 

• Familiarity with Power BI and comfort working with databases/internal tools. 

  Core Competencies: 

• Strong leadership and people management skills. 

• Excellent communication skills; ability to produce senior-ready content. 

• Analytical mindset with ability to structure data and answer business questions succinctly. 

• Market research exposure required 

• Customer-centric empathetic and solution-oriented approach. 

• Organized reliable and adaptable in a multicultural virtual environment. 

Additional Information :

Why Join Us 

• Lead a high-performing team shaping the future of customer insights and operational excellence. 

• Opportunity to influence executive-level storytelling and global delivery outcomes. 

• Work in a collaborative intellectually stimulating and multicultural environment. 

• Hybrid work arrangements with strong emphasis on professional development and innovation. 

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

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  Work :

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Employment Type :

Full-time