Client Response Lead

As the Client Response Lead for Turkey you will play a pivotal role by managing a
dedicated team of Client Response associates. Your key responsibilities will include
ensuring that we deliver consistent high-quality 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 solution-oriented approaches.
• Collaborate with various internal teams including in-market Consulting Analytics& Insights Sales Operations and Data Science Global customer Service Centre toensure 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 customer-centric culture within the team promoting empathy active listening and a genuine commitment to customer satisfaction.

Qualifications:
10 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
5 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 problem-solving mindset
Tech-savvy and enthusiastic about operational efficiency
Excellent communication and stakeholder management
Analytical thinker with a client-centric approach
High integrity adaptable and proactive
Fluent in Turkish and business English (written and spoken)

Additional Information :

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process including résumé screening candidate assessments interview scheduling job matching communication support and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQs principles of fairness transparency human oversight and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions require accommodations or wish to request human review were permitted by law please contact your local HR representative. For more information please visit NIQs AI Safety Policies and Guiding Principles: 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