Customer Support Leader SEA MT & Indonesia

NIQs Customer Support team partners with clients to create and sustain a strong foundation and trust in NIQ data that will secure and enable growth for our business - at the client and for the client. The Customer Support team owns the service commitments for compliance and quality of our customers related to NIQ products and services. 

Given this critical need we are looking for an experienced and strategic Customer Support Leader to own the Modern Trade channel across Singapore Malaysia and Thailand and to lead the Indonesia country cluster. This is a senior multi-market leadership role responsible for a larger and more complex scope: driving service excellence while also owning end-to-end customer support KPIs for the 4 markets. The leader will manage a team of country leads and customer support associates ensuring consistent high-quality service and building strong client confidence in NIQ data across a diverse set of markets languages and retail environments. 

Key responsibilities:

• Lead teams across the Singapore Malaysia Thailand and Indonesia markets with a laser focus on delivering an unmatched service experience ensuring every touchpoint is characterized by speed accuracy and solution-oriented approaches. 

• Own the customer support strategy and service KPIs for Singapore Malaysia Thailand and Indonesia markets ensuring alignment with regional and global NIQ priorities. 

• Champion an AI-first mindset across the team driving adoption of NIQs AI-first strategy by embedding AI-enabled tools and ways of working into everyday customer support delivery. 

• Lead coach and develop a multi-layered team building bench strength and succession plans for the next generation of leaders. 

• Build and nurture strong client relationships across the countries actively manage escalations and deliver effective issue resolution across the NIQ network personally engaging on complex high-stakes issues to protect and grow client trust. 

• Partner closely with regional and in-market Consulting Analytics & Insights Sales Operations Data Science and the Pune Customer Service Centre to ensure work is connected to client business issues and delivered against agreed timelines. 

• Design implement and continuously improve a structured client engagement model across markets to achieve and sustain high Net Promoter Scores (NPS) and other service benchmarks. 

• Monitor and analyze performance metrics across the region identifying trends risks and opportunities and driving corrective and preventive action plans. 

• Represent the voice of the SEA MT and Indonesia clients internally flagging emerging issues and quality trends and shaping product roadmap and development priorities. 

• Drive commercial contribution by identifying lead generation and upsell opportunities in partnership with Sales across the region. 

• Champion a solution-oriented client-first culture embedding best practices and standardized ways of working across multiple markets and teams. 

• Stay current on NIQ product releases (Discover Omni etc.) retail measurement methodology and market dynamics to guide teams and advise clients with credibility. 

• Act as a key regional stakeholder in cross-functional and leadership forums contributing to broader Customer Support strategy beyond the immediate cluster. 

Your Growth:

This role offers broad exposure to a complex multi-market matrix organization and direct engagement with senior regional and global leaders. You will sharpen your strategic and commercial thinking by owning a P&L-adjacent mandate alongside full country accountability for 4 markets. You will build advanced stakeholder-management and influencing skills across markets cultures and functions while developing the next generation of customer support leaders through mentorship structured development programs and on-the-job coaching. This is a strong platform for leaders aspiring toward regional or global customer experience leadership roles. 

Qualifications :

• Bachelors degree in Business Administration Management or a related field (advanced degrees or certifications preferred). 

• 15 years of experience in market research client services or account management including 5 years in a senior managerial role leading multi-market or multi-team organizations preferably at NielsenIQ. 

• Prior experience with retail environments in Singapore Malaysia Thailand and/or with the Indonesia market strongly preferred. 

• In-depth knowledge of NielsenIQ products platforms and Retail Measurement processes. 

• Demonstrated experience designing and scaling service delivery models across multiple countries or channels. 

• Strong senior client-facing experience with a track record of managing complex high-value relationships and escalations. 

• Proven track record building cross-functional alignment across Sales Operations Customer Success and Data Science in a matrixed organization. 

• Exceptional analytical and problem-solving skills with a data-driven structured approach to decision-making. 

• Proven people leadership expertise including experience developing and managing other people managers. 

• Excellent organizational prioritization and strategic-thinking skills with strong attention to detail. 

• Strong verbal and written communication skills in English 

Additional Information :

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

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: 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.

For more information visit

Want to keep up with our latest updates

Follow us on: LinkedIn  Instagram  Twitter  Facebook

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 :

No

Employment Type :

Full-time