Manager-Cs Ii

Job Description

ABOUT THIS JOB 

The role entails owning the Customer service responsibility for India market by supporting best in class service to address customer queries or special requests in a satisfactory manner. The job involves deep understanding of NielsenIQ processes to resolve complex concerns/queries/request related to data, reports, database structure, delivery timelines so that provide appropriate solutions in an effective way. The person will develop strong collaboration with NIQ stakeholders (Sales, Operations teams, and regional/ global Client Business Partners, Global customer Service Centre, Data Science). He/she should be capable of influencing and managing customer expectations and able to identify, investigate and co-ordinate right interpretation of data and context, process, or product related queries. The person will be the Customer Service point of contact at a India level for any complex queries. 

JOB RESPONSIBILITIES: 

• Work along with the In-market consulting leadership to shape up and drive in-market strategy. 
• Support team in managing in-market complex customer questions/ queries around data quality, build apt hypothesis and bring prompt resolution with data support and effective communication.  
• Work closely with in-market Consulting, Analytics & Insights team, Operations and Data Science, Global customer Service Centre to ensure 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
• Create an environment to encourage and drive solution mindset and to leverage best-demonstrated practices.
• Collect Voice of Customer (VoC) esp. in cases of escalations and tickets exceeding SLA TAT. 
• Enhance servicing efficiencies through planning and execution of client engagement model to attain acceptable client (NPS) satisfaction scores. 
• Gauge emerging queries & quality trends and flag out areas of improvement on a regular basis, so that such emerging themes at India level on coverage/ estimation/ common customer questions can be fed into product and Ops/ Tech organization for improvement/ enhancements. 

A LITTLE BIT ABOUT YOU 

Strong NIQ product knowledge and problem-solving attitude. Expertise to decipher root-cause of issues/ customer concerns, build effective hypothesis, and representation in a convincing manner. Eye for details and judgement to gauge what kind of positioning will handle the given context well, without building any wrong precedence. Passionate about business understanding, customer satisfaction, problem solving, innovation and technology, you need to be experienced in connecting with stakeholders and customers proactively, finding ways to link customer needs with the business. You must have strong communication skills to impress upon customers with sharp interpretation of data commensurate to given context and market dynamics.

Qualifications

• 5+ years of experience in market research-preferably at NielsenIQ and having good exposure to Retail Audit processes and its Ops/ Data Science aspects
• 2+ years of experience in servicing to NIQ customers 
• Solid understanding of India FMCG Industry and Retail and Trade dynamics 
• Ability to proactively understand customer requirements and identify opportunities for Product/ process improvements. 
• Analytical and Technical Skills - Solid understanding of Statistics and Data analysis
• Good understanding of Research with an Analytical frame of mind to be able to understand client business questions and can answer the same using available data and information in a compelling manner.

SOFT SKILLS 

• Excellent Team Engagement and Management skills  
• Good written communication and (mass & 1-on-1s) verbal skills  
• Quick comprehension of customer POV and situational context
• Able to efficiently collaborate with multiple stakeholders (Internal and external)
• Great Client (C-suite) handling skill to ensure at-most client satisfaction
• Skills to influence and motivate teams to handle escalations and difficult conversations

Additional Information

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 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 insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™.

NIQ, is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population. For more information, visit NIQ.com.

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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.

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Learn more about how we are driving diversity and inclusion in everything we do by visiting the NielsenIQ News Center: https://nielseniq.com/global/en/news-center/diversity-inclusion/

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