Operations Client Partner

Purpose of the job:  

Acts as the liaison between the clients commercials and various operational teams. This role advises suggests and discusses solutions with the internal and external clients in terms of NielsenIQ Products for all operational matters without sales activities as well as builds operational trust in the data and its quality. This role is a client-facing role. 

Accountabilities: 

• Ensure regular execution of the BAU deliverables maintenance and delivery to clients 
• Communicate to client in case of BAU delivery encounters: delay (limited scope) rework as well as align with CS on prioritization 
• Coordinate with BAU on post-production and pre-delivery checks for clients 
• Act upon the incident management process according to the formalized process and RACI 
• Responsible for quality assurance & resolution of operational escalations working with Customer Support (which is Accountable / SPOC for client) & Data Operations  
• Attend contribute to and coordinate with Data Ops regular operations & quality reviews and escalation-related face-to-face meetings with client in alignment with Customer Support 
• Attend and contribute to internal meetings eg. regular CHT QEM incl. clarification of root causes etc. and escalations/wellness-related incl. improvement plans preparation 
• Accountable for delivery of operational projects incl. Product Enhancements and any major global operational changes incl. communication discussing technical questions around process technical possibilities recommend effective solutions define delivery targets and communicate progress risk status reporting etc. 
• Drive design of operational solutions with the internal and external clients incl. identifying clients needs and translating them into technical specifications in consideration of technical capabilities and limitations (Incl. Introduce / suggest the client pro-actively new improvements / new solutions in their databases that results in driving revenue and enabling simpler more enduring and cost-efficient database production for NIQ )
• Prepare and communicate impact analysis on syndicated data at country or category level 
• Capture and share lessons learned related to solved issues  
• Identify gaps and areas for improvement in the process 
• Contribute to resolving elements of regional & global clients queries via collaboration with other countries 
• Accountable for E2E timely and accurate resolution of operational client requests and issues incl. direct client communication for:  

1. Database Services (structural changes / change requests new deliverables setup) incl. Feasibility studies 
2. Product Coding 
3. Data Quality Issues excl. Coverage & Unusual Trends 

• Support in resolution of other operational client queries with communication back to Customer Support team for: 

1. Data and Methodology Questions 
2. Unusual Trends & Coverage (part of Data Quality Issues)  

• Triage tickets and cooperate closely with various operations departments to resolve client queries through an efficient workflow being the only gate way for Commercial teams to Data Ops departments  
• Responsible for ensuring SLA & service standards - for query types Operations Client Partner is responsible for 
• Operational client requests and issues resolution include among others also DDM 
• Use available operational tools to perform all necessary verifications and investigations: 

1. Epics OGRDS Brandbank product library eClipse NRSP eForte Discover CSO/MSDynamics 

Requirements: 

Work experience:  

• Minimum work experience in client facing roles to be able to understand client requirements and execute relevant actions towards clients: 
• >2 Associate Operations Client Partner 
• 2-3 Operations Client Partner 
• >4 Senior Operations Client Partner 

Education:  

• Higher education or equivalent experience 

Requirements:  

• Combination of operational skills and client orientation demonstrates willingness to understand operational end-to-end processes and able to translate business expectations into technical specifications 
• Strong technical understanding of the operations production platforms and capabilities to secure the necessary translation of client requirements into a technical specification 
• Good understanding of the local FMCG industry 
• Good relationship management skills to effectively liaise with commercial clients and various operational teams 
• Well-developed analytical skills and very good attention to details  
• Proactive attitude in recommending suitable solutions demonstrates a Can-Do & results-oriented attitude 
• Independent in executing tasks driving progress and working out solutions 
• Ability to work effectively in a team to achieve goals together 
• Problem solving skills 
• Time management skills 
• Strong communication both verbal and written easiness in presenting complex operational topics in a simple way 
• Good Excel knowledge is a must 

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 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